Returns Policy
Thanks for shopping with My Lilac Beauty! We understand that sometimes the products you have purchased may not be right for you, so we aim to make the returns process as easy as possible. We do have a few conditions that you will need to satisfy to be eligible for a refund, so make sure you read the following guidelines.
Item Return/Refund Eligibility:
- Any returned items (including accessories) MUST be unopened, unused, and in the original packaging with any labels attached.
- Returned items must contain all original application tools and accessories (e.g. spoons, spatulas, sponges, brushes, cases). These have to be brand new/unused.
- The hygiene seals on applicable products (e.g. skincare bottles/jars) must be completely intact and unopened.
- Returned items must be in brand new/saleable condition, and packaging cannot show any sign of damage/wear.
- All items must have been purchased from mylilacbeauty.com.
We will NOT process any returns or refunds if your returned items violate any of these conditions.
Returns/Refund Request Process
- If you want to request a refund, you MUST advise My Lilac Beauty within 14 days of your order being delivered. We will then assess your claim within 3-5 working days. If your claim is approved for assessment, you then have 14 days from the approval date to send the products back to us for refund/return assessment. We will NOT accept returns after this 14 day period.
- You MUST send an email to business@mylilacbeauty.com with the subject line “Order Refund” with your valid order number, proof of purchase and refund request. Your request will NOT be processed without this information.
- If your request is approved, you will need to send the items to our return address (we will provide you with the address if successfully approved).
- My Lilac Beauty will NOT offer refunds or returns for any instances that involve adverse reactions from our products.
- Any items sent back to us that were not purchased from mylilacbeauty.com will NOT be shipped back to you.
Shipping back a return/refund product
Please consider shipping all return items in a durable box and to use some form of padding in order to reduce the chances of the products being damaged during shipment.
- Tracked shipping back to My Lilac Beauty is recommended. We do not offer free return shipping, and are not responsible if your items are lost/mishandled by the postage/shipping company you choose to use.
- Keep a copy of your postage receipt and shipping number so that you can track the progress of your shipping return.
- Any shipping/postage fees incurred by you are NOT covered by My Lilac Beauty and will not be reimbursed.
- Your item will NOT be eligible for a refund/return if the item and/or the original packaging arrives in a damaged condition.
- Return items lost during shipment back to My Lilac Beauty are NOT eligible for a refund.
Refunds
- We will advise you when your items have been delivered back to us. We will then assess its condition.
- If your refund claim is successfully approved by our team, we will initiate a refund to your original payment method. Please note that this may take up to 14 days, depending on your bank.
- If your original payment method has expired, please let us know and we can arrange for it to be sent to an alternative account.
Exchanges
- We do not offer exchanges for change of mind.
Damaged Goods
- If your item arrives damaged or is faulty in any way, please contact us immediately by sending an email to business@mylilacbeauty.com.
- Please ensure you take images of the damaged/faulty item and any affected packaging and attach them in your email, along with your order number.
Canceling orders
- Orders can only be cancelled if they have not been shipped yet. To cancel your order, send an email to business@mylilacbeauty.com with your order number.