Return policy

 

Return Policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS, AND CHARGES APPLY.

Is it possible to return my order?

Yes, you can return your order within 30 days of receipt, under the following conditions:

  • The order must include all appropriate parts and components, and the packaging must be intact, as when the product was received.
  • Normal handling of the product should be evident, and breakage due to careless handling is excluded.
  • Products where hygiene is important must be thoroughly cleaned before initiating the return process.
  • The product must be found defective upon receipt.
  • Shipping costs for returns will be charged to the customer.
  • Returns will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.
  • We reserve the right to refuse returned items if we suspect the items have been used or damaged through no fault of our own.

How to return your order:

To initiate a return, follow these steps:

  1. Email us at: info@Cedarandlily-Brisbane.com
  2. Include the following in the email:
    • Order number
    • Reason for return
    • A photo of the product if it is damaged
    • Your full name
    • Your address
  3. We will provide you with the correct return address after confirming your request. Please do not send the return to the sender's address, as it will not be processed. You are responsible for covering the return shipping costs.

Refund Process:

Refunds will be processed using the original payment method wherever possible. In cases where the original payment method cannot be used, refunds will be issued via wire transfer.

  • Refunds are typically processed within 14 days of receiving the returned goods, provided all return conditions have been met.
  • Please note: Refunds for customer-initiated returns (not caused by product defects) will cover the cost of the product only; return shipping costs are the responsibility of the customer.

Important Notice for Returns:

  1. Return Tracking Number: You must provide a tracking number for the return package. Without a tracking number, we cannot verify your return, and it will not be processed.
  2. Customs Declarations: When returning items, please declare a low value for customs purposes to avoid potential taxes. If customs taxes apply, we will not be responsible for paying them, and no refund will be issued if the package is held due to unpaid taxes.
  3. Return Address: Once the return is approved, you will be provided with the correct return address. Returns will be processed only after they have been received at our Ningbo, China warehouse.

CANCELLATION POLICY

The consumer has a right of withdrawal if the consumer is a natural person who enters into a legal transaction for purposes not predominantly related to their commercial or professional activity.

Cancellation Conditions:

  • The cancellation period is 14 days from the day you or a third party (not the carrier) named by you received the last goods.
  • Once goods are dispatched, refunds are no longer possible, as we work with an automated processing system.

To exercise your right of withdrawal, please inform us by email at info@Cedarandlily-Brisbane.com. The withdrawal process is complete once we have received the goods back, and the customer must bear the cost of returning the goods.

Important Notice for Orders in Transit:

  • Our goods are shipped from Asia, so transit times may vary.
  • Cancellation is not possible once the goods are in transit. If the goods have been dispatched, you must wait until they arrive to initiate a return.

Consequences of Withdrawal:

If you withdraw from the contract, we will refund all payments received from you, excluding delivery costs and any non-standard shipping options. Refunds will be processed within 14 days of receiving the returned goods. Refunds will be issued via wire transfer, unless otherwise agreed.