Returns Policy
Our Returns Policy lasts for 30 days. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If your 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to Lilypond Creations until the refund has been approved.
There are certain situations where refunds are not granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
-Any item made specifically for the purchaser, for example custom fit bag straps or unique bespoke product made to order.
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, wrongly described or different from how they are shown on the website.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at lilypond.creations@gmail.com and send your item to: Lilypond Creations, P.O Box 101, Jannali NSW 2226, Australia.
All exchanges are pending stock required being in store at the time of exchange request and of the same value of that paid for and purchased online. No guarantees can be made to the availability of desired stock.
NOTE: Due to the nature of Lilypond Creations products usually one off originals, it is difficult to match something completely. However if the item is defective or damaged I will endeavor to replace it with a comparable product.
Should you not be able to visit a collection point and exchange the goods, Lilypond Creations do offer exchanges through our web store and will deliver the exchanged goods to you free of charge, however the return freight back to us of the goods you have purchased and are looking to exchange is subject to our return freight policy, see below.
Return freight policy
If you have changed your mind about your purchase or have ordered the incorrect size/specification, your item must be freighted back to Lilypond Creations P.O Box 101 Jannali (after the refund has been approved via email) at your expense.
Damaged, incorrectly shipped or not matching description goods
In the case that a product is delivered to you damaged, or does not match the description of what you ordered through incorrect shipping or description, then we are happy to assist in ensuring you receive the goods you have purchased in the simplest manner. In these cases you need to contact us via lilypond.creations@gmail.com and I will contact you direct and discuss the correct process. This may involve dropping the product off at our collection point or we will arrange freight of the goods back to us free of charge, for evaluation. We ship the replacement item to you at no charge.
Gift Refunds
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he / she will find out about your return.
If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Processing Refunds
All refunds will be processed via the payment method used to purchase the goods online. No refunds are available at collection points. All refunds are subject to an evaluation process and may take up to ten (10) business days to be received depending on your payment/merchant provider.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted, can be up to 10 days.
If you’ve done all of this and you still have not received your refund yet, please contact me at :
sales@lilypondcreations.com.au
