Refund policy

1. Strict 3-Day Return Window You have exactly 3 calendar days from the confirmed date of delivery (as provided by the courier’s official tracking timestamp) to request a return. Requests made after this 72-hour window will be automatically denied.

2. Return Eligibility & Anti-Fraud Inspection To be eligible for a return, your item must be in the exact same condition that you received it: unused, unworn, and with all original tags, factory safety seals, and packaging completely intact.

  • Security Inspection: All returned packages are weighed upon receipt and rigorously inspected under video surveillance at our PO Box processing facility. Any discrepancies in weight, signs of tampering, or the return of used, altered, substituted, or counterfeit items will result in an immediate denial of the refund. We reserve the right to report deliberate fraud to the relevant payment authorities and postal inspectors.

3. Non-Returnable Items (Exceptions) For safety, hygiene, and fraud-prevention reasons, we do not accept returns on:

  • Sale items, promotional items, and gift cards.

  • Personal care goods (such as beauty products)—if the safety seal is broken or the item appears touched, it is strictly non-refundable.

  • Custom products (such as special orders or personalized items).

  • Perishable goods (such as food, flowers, or plants).

  • Hazardous materials, flammable liquids, or gases.

(If you have questions or concerns about whether your specific item is eligible for a return, please contact us prior to purchase.)

4. How to Start a Return (Pre-Approval Required) ⚠️ IMPORTANT: Do not send items back to us without an official Return Merchandise Authorization (RMA). Any items sent back without prior written approval, or packages marked "Return to Sender," will be refused or treated as abandoned, and no refund will be issued.

  • Step 1: Email us at admin@lilycute.com within 3 days of delivery. You must include your order number, the reason for the return, and clear, unedited photographs of the item(s) showing its pristine condition and intact packaging.

  • Step 2: If your return is conditionally approved based on your photos, we will email you a return shipping label and strict, step-by-step instructions on how and where to send your package.

  • Step 3: All approved returns must be mailed using our provided label to our processing facility at: PO BOX 134 Coldstream, Melbourne Victoria, Australia 3770.

5. Damaged, Defective, or Incorrect Items (Mandatory Proof) We meticulously document and weigh orders before dispatch. Please inspect your order the moment it arrives. If the item is defective, damaged in transit, or you received the wrong item entirely, please contact us immediately at admin@lilycute.com.

  • Required Evidence: Claims for missing, damaged, or incorrect items must be accompanied by clear photo or video evidence showing the issue, the original item, and the original shipping box with the shipping label clearly visible. We cross-reference all claims with our outbound package weight logs and dispatch records to verify authenticity before issuing replacements or refunds.

6. Exchanges We do not process direct exchanges. The fastest way to ensure you get the item you want is to:

  1. Return the item you currently have (following the authorized steps above).

  2. Wait for the return to be inspected and accepted.

  3. Make a separate, new purchase for the correct item.

7. Refund Processing & Chargeback Policy

  • Inspection: A refund is never guaranteed merely upon tracking delivery. Once we receive and thoroughly inspect your returned package, we will email you to let you know if your refund was approved or denied.

  • Processing: If approved, your funds will be automatically refunded strictly to your original payment method within 10 business days. We cannot issue refunds to different cards or alternative accounts under any circumstances.

  • Fraudulent Chargebacks: Filing a fraudulent chargeback with your bank (e.g., claiming "Item Not Received" when tracking shows delivered, or forcing a refund without returning the item) is considered theft. We actively dispute all fraudulent chargebacks using delivery GPS logs, IP addresses, communication records, and unboxing videos.

  • Late Refunds: If more than 15 business days have passed since we formally approved your return and you still have not received your money, please contact us at admin@lilycute.com.

8. Shipping Policy & Courier Liability

  • Outbound Couriers: We ship orders using trusted, trackable courier services, including Australia Post for domestic Australian orders, and DHL, FedEx, or UPS for international shipments. Delivery is considered fulfilled once the courier marks the package as "Delivered."

  • Return Couriers: The specific courier required for your return will be clearly indicated on the return shipping label provided to you upon approval. We do not accept unauthorized third-party tracking numbers provided by the buyer, as this tracking cannot be independently verified and is often used in return fraud.

  • Shipping Costs: If an item is proven defective, damaged, or incorrect via the required evidence, we will cover all return shipping costs. For standard returns (such as a change of mind), the customer is responsible for the return shipping costs. The exact cost of the provided return shipping label will be deducted from your final refund.

  • Tracking & Drop-off Liability: We strongly recommend retaining your physical courier drop-off receipt showing the package's exact drop-off weight. We are not liable for return packages that are lost, stolen, or damaged in transit without verified proof of handover to the designated courier.