Refund policy

At Lilly & Willow Skincare, we want you to love your products. Due to the nature of our skincare products and hygiene considerations, we are unable to offer refunds or exchanges for change of mind. However, your rights under the Australian Consumer Law (ACL) are always protected.

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:

  • Has a fault or defect that was not obvious at the time of purchase
  • Is significantly different from the description provided
  • Does not do what it is meant to do, or what you asked for
  • Arrives damaged or faulty

This applies regardless of any other returns conditions set out in this policy, and nothing in this policy is intended to limit your rights under the Australian Consumer Law.

2. Change of Mind

Due to the hygiene-sensitive nature of skincare products, we do not accept returns or offer refunds for change of mind, including if you no longer want the product, ordered the wrong item, or the product doesn't suit your skin.

We encourage you to review product descriptions, ingredients lists, and usage guidance carefully before purchasing. If you have questions about a product before you buy, please contact us — we're happy to help you choose the right product for your needs.

3. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us within [7 days] of receiving your order with:

  • Your order number
  • A description of the issue
  • Photos of the product (and packaging, if damaged in transit)

Once we've assessed your claim, we will offer one of the following, in line with the Australian Consumer Law:

  • A replacement product
  • A repair (where applicable)
  • A full or partial refund

4. How to Request a Return

To request a return under this policy, please contact us at [Insert Contact Email] with your order details and a description of the issue. Please do not send products back to us before receiving confirmation and instructions, as unauthorised returns may not be accepted.

5. Refund Method and Timing

Approved refunds will be processed back to your original payment method. Please allow [5–10 business days] for the refund to appear, depending on your bank or payment provider.

6. Shipping Costs on Approved Returns

Where a return is approved due to a fault, damage, or error on our part, we will cover the cost of return shipping and any costs to send a replacement.

7. Contact Us

If you have any questions about this Returns & Refund Policy, please contact us:

Lilly & Willow Skincare [Suite 101 / 45-53 Kinghorne Street, Nowra NSW 2541] Email: [Hmorley111@hotmail.com] Phone: [ 0439 103 791]