RETURN & EXCHANGE Policy

ONLINE EXCHANGE AND RETURNS POLICY

Items purchased from the LilyApple may be returned for a refund given the following conditions are met. 

• Goods are returned within 14 days from purchase;
• Proof of purchase is provided (transactional receipt or invoice);
• Items are not marked as FINAL SALE;
• All exchanges are final and cannot be returned for a refund or further exchange;
• Items are in their original condition, meaning that:
• All tags are still intact;
• Items are in their original packaging
• Items have not been worn, altered, damaged, or washed.

NON REFUNDABLE ITEMS

Due to their nature or hygiene restrictions, LilyApple cannot refund the following items:

• Styles that feature inbuilt or detachable face masks including our Sun Protective Jacket and Cooling Jacket. 
• Items marked as FINAL SALE - NO EXCHANGES - NO RETURNS are not eligible to be returned or exchanged for any reason. 
• Refunds or cancellations will not be allowed if the your returned item(s) shipment arrival times exceed the estimated times.

HOW TO RETURN ONLINE

Ensure all return conditions listed above have been met

1. Please contact us and notify us of your order number and intended return or exchange. Evidence picture/video showing the problem/defect.
2. We will provide you with a returns & exchange form to fill out. 
3. You will need to send us the item(s), the proof of purchase, and a completed returns & exchange form.

         4.  LilyApple does not cover the cost of return postage, or insurance, for your refund or exchange request. We recommend using a postal service with a tracking number. LilyApple cannot be held liable for garments that are lost or damaged in the return process.

          5. The postage to send you for the exchanged item(s) is covered by LilyApple. 

          6. The return & exchange Australian address:

              Liliapple Pty Ltd

              Unit 5 / 42-44 Meryla Street, Burwood, NSW 2134, Australia

              Australia

Due to varying processing times between payment providers, online returns may take 14 business days to process into your account. You will receive an email from LilyApple Customer Care when your refund has been processed.

FAULTY RETURNS

We accept faulty items. Faulty returns are determined at the sole discretion of LilyApple.

   - Choose to receive: 

• a replacement product
• a refund of the original purchase amount

    - Upon assessment by LilyApple:

• The item is considered faulty
• The item holds a manufacturing fault

For online purchases, the item delivered is not the item that was ordered

LilyApple will not offer return or repair for items where fault or damage has been caused by the wearing, or incorrect caring for the item. 

AMENDMENT

This Policy may be amended from time to time by LilyApple, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check LilyApple’s current Terms, before making any purchase. Our agents, employees, and third parties do not have the authority to change the Terms.

OUR CONTACT DETAILS

If you have any questions related to our returns policy, please contact our Customer Service Team.

cutomerservice@lilyapple.com.au