Returns and Exchanges Policy

It is the sole responsibility of the customer to ensure that all site policies, terms and conditions are read and understood prior to purchasing. If the consumer does not agree to the terms, it is strongly recommended that they do not enter into a legally binding contract (i.e. the purchase).

 

This Returns Policy was last modified on 7th January 2020. Firelilee (and the Boutique) may update this policy from time to time. We will notify you of any changes by posting the new policy on this page. You are advised to review this policy periodically for any changes. All changes to the policy are effective immediately and applicable to all returns processed on or after the last modified date above.

 

The Terms

  • All returns must be approved PRIOR to returning - please contact info@firelilee.com.au to seek approval first

  • Returns must be received back to us within 30 days of your order date

  • We offer store credit on all returns received within 30 days of your order date 

  • All returned items must be received back to us in original condition - unworn, unwashed, with all tags still attached

  • Due to hygiene reasons, lip balms/body products and piercing jewellery cannot be returned, please choose these products carefully, as we reserve the right to reject your return unless faulty or significantly misrepresented

  • Returns and store credits will not be offered for any Firelilee candles (unless faulty - see below)

  • We aim to process all returns within 2-3 business days of receiving the return, however we ask to allow up to 5 business days in the case of higher volumes

  • All shipping costs are the responsibility of the customer (original and returns)

  • Returns are not available on sale or clearance items in store 

Faulty or Incorrect Items

 

If you receive an item that is defective or not what you ordered, please contact us as soon as possible: info@firelilee.com.au.

We ask that you please provide as much detail as possible, including photos so that we can quickly and thoroughly investigate your claim.

In an effort to reduce our environmental impact, if you have a minor problem with a product, we will offer reimbursement for repair as the first and preferred resolution.

When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund.  

If we have significantly misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund. Please note that we hold limited stock that changes frequently so a replacement may not be available.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

 

Sending Your Return

 

We request for all returns to be received by Firelilee within 30 days (1 month) of your order date.

We strongly recommend obtaining/recording tracking on your return parcel, as we cannot process a return without physical goods or proof of delivery.

 

Our return address is:

Firelilee

PO Box 538

MURWILLUMBAH NSW 2484

 

Please make sure you include the approval email with your return item(s). This is so that we can identify who the return is coming from.  

  

Rejected Returns

 

It is the customer's responsibility to ensure that their return meets the above requirements.

If a return is received and not approved, we will contact the customer immediately and provide more details as to the rejection.

The customer will be given the option to pay for the goods to be returned to them or for the goods to be destroyed, as they are not fit for re-sale.

In the case where the customer chooses for the goods to be destroyed OR if we do not receive a response for resolution within 10 days, the goods will be donated to a fabric recycling facility.

Contact:

Ph: 0402 874 635

Email: info@firelilee.com.au

 

Shop:

31 Wharf St

Murwillumbah

NSW 2484

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