Refund policy

Returns must be initiated within 30 days of receiving your order.
Items must be unused and in their original packaging. Please note that, unfortunately, we do not offer free returns at this time. The buyer is responsible for return shipping costs.

How does the return process work?
Please notify us by email within 30 days of receiving your order at: support@ch-melbourne.com

Your claim will be reviewed by our Customer Service team, and if the issue is confirmed, we will contact you by email with the following options:

• Receive a new product identical to your order.

• Receive a product of similar value.

• Receive a voucher for the product value to use on future purchases.

Please note that once an order is placed, it cannot be edited or cancelled before delivery. All orders are processed immediately to ensure delivery within the expected timeframe.

Are returns free?
Please note that, unfortunately, we do not offer free returns at this time. The buyer is responsible for return shipping costs to our warehouse in China.

How long do I have to return an item?
After receiving your order, you have the option to initiate a return within 30 days.

My item is defective
How frustrating! Unfortunately, products can occasionally be damaged during shipping or an incorrect item may be delivered. We will always send a replacement package free of charge the first time, but unfortunately, we cannot issue a refund.

What if the product arrives defective a second time?
We will then refund the full amount paid.

When and how will I receive my refund?
Refunds are normally issued using the original payment method. We usually process refunds within 1–2 business days. Depending on the payment method, the amount will be refunded immediately or after a short period.

Lost package / returned package
If a package is lost or could not be delivered due to a logistical issue, we will immediately send a new package. Please contact our Customer Service via support@lilydenver.com