At Silk Lush, we value customer satisfaction and strive to ensure that every purchase meets your expectations. However, if something goes wrong with your order, we are here to help you with a fair and transparent refund process.

Eligibility for Refund

Refunds are applicable only under the following conditions:

  • You received a damaged or defective product
  • You received an incorrect item different from what you ordered
  • The product is missing parts or incomplete
  • The item is out of stock after order confirmation and payment

Please note that minor color or design variations due to lighting or screen differences are not considered defects.

Non-Refundable Cases

Refunds will not be provided in the following situations:

  • Change of mind after receiving the product
  • Products that have been used, worn, washed, or altered
  • Items without original packaging, tags, or labels
  • Sale, clearance, or discounted items (unless defective or incorrect)
  • Delays caused by courier services or external factors beyond our control

Refund Request Process

To request a refund, please follow these steps:

  1. Contact our customer support within 3 days of receiving your order
  2. Provide your order number, issue details, and clear photos/videos of the product
  3. Our team will review your request and verify the issue
  4. If approved, we will initiate the refund process

Refund Approval & Timeline

  • Once your refund is approved, it will be processed within 7–10 working days
  • Refunds will be issued via the original payment method or bank transfer (depending on payment type)
  • You will receive a confirmation once the refund has been successfully completed

Partial Refunds

In some cases, partial refunds may be issued if:

  • Only part of the order is affected
  • The product shows minor issues that do not require full return

Shipping Costs

  • If the refund is due to our error (wrong or defective item), we will cover return shipping costs
  • In other cases, return shipping charges may be borne by the customer

Important Notes

  • Refund requests made after the allowed time period may not be accepted
  • Silk Lush reserves the right to inspect returned items before approving refunds
  • We aim to handle all refund requests fairly, quickly, and transparently