Returns and exchanges

All sales are final for change-of-mind purchases. We do not accept returns or exchanges because you changed your mind, selected the wrong option or prefer a different colour or scent, except where required by law.

Please review the product description, ingredients, colour description, size, photos and selected options before ordering. Screen colours vary. Personal preferences are not product defects, but products must still match their descriptions.

Damaged, defective or incorrect items

If your order arrives damaged, defective, incorrect or materially different from its description, email info@lilacearth.com, preferably within seven days of delivery.

Include your order number, a description of the problem and clear photos of the item and packaging where possible. Keep the packaging while we review the issue.

We will review the problem and arrange an appropriate resolution, such as a replacement or refund. Please contact us before returning anything so we can provide instructions and confirm any return-shipping arrangements.

The seven-day reporting request does not remove any rights you have under applicable law.

Cancellations

We do not accept change-of-mind cancellations after an order is placed, except where required by law.

If there is an error with your order or delivery address, email us promptly. We cannot guarantee that changes will be possible before dispatch.

Digital products

Digital products are non-refundable once delivered, except where required by law. If a file is missing, inaccessible or incorrect, contact us so we can help.

Refunds

If a refund is approved, we will notify you by email and issue it to your original payment method. Your payment provider may need additional time to post it to your account.

Your legal rights

This policy does not limit your rights under applicable consumer protection laws, including rights relating to faulty, misdescribed or undelivered goods and any statutory cancellation rights.

Contact

For order problems or questions about this policy, email info@lilacearth.com.