Returns & Refund Policy

At TigerLilyKay, we want you to love your order. If something isn't quite right, we're happy to help where our returns policy allows.

Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of receiving your order.

To be eligible for a return, your item must be:

• Unused and in its original condition
• In its original packaging
• Free from damage, marks or signs of use
• Returned with any original tags or accessories
• Accompanied by your order confirmation or other proof of purchase

Please note that return postage for change-of-mind returns is the responsibility of the customer.

How to Request a Return

You can request a return directly through your customer account. Simply log in, find your order and submit a return request.

Alternatively, contact us at hello@tigerlilykay.com.au with your order number and details of the item you'd like to return.

Please do not send an item back before your return has been approved. Returns sent without prior approval may not be accepted.

If your return is approved, we'll provide you with instructions on where to send your item.

Return address:

TigerLilyKay
PO BOX 3006
Broadmeadows VIC 3047
Australia

Damaged, Faulty or Incorrect Items

We carefully pack every order, but unfortunately things can occasionally go wrong during shipping.

Please check your order when it arrives and contact us as soon as possible if:

• Your item arrives damaged or broken
• Your item is faulty
• You receive the wrong item
• Something is missing from your order

Please contact us at hello@tigerlilykay.com.au with your order number and photos of the item and packaging so we can assess the issue and work out the best solution.

If your item has arrived damaged or faulty, please do not throw away the packaging, as we may need photographs of it to assist with the issue.

Where an item is confirmed to be faulty, damaged or incorrectly supplied, TigerLilyKay will provide an appropriate remedy in accordance with Australian Consumer Law.

Jewellery & Earrings

For hygiene reasons, earrings cannot be returned or exchanged for change-of-mind reasons.

This does not affect your rights under Australian Consumer Law. If your earrings arrive damaged or faulty, please contact us as soon as possible with your order number and photos so we can help.

Other jewellery may be eligible for a change-of-mind return provided it is unused, in its original condition and meets the requirements outlined above.

Tarot & Oracle Decks

For change-of-mind returns, tarot and oracle decks must be unopened, unused and in their original packaging.

Once a deck has been opened or used, we are unable to accept it as a change-of-mind return.

If your deck arrives damaged, defective or is missing components, please contact us so we can assess the issue and help resolve it.

Crystals & Natural Products

Crystals are natural products, which means variations in colour, shape, size, markings and inclusions are normal and are not considered defects.

Product photographs are intended to provide a general representation of an item. Because each natural crystal is unique, the crystal you receive may not look exactly like the photograph shown on the website.

However, if your crystal arrives damaged, broken or significantly different from what was described, please contact us so we can assess the issue.

Sale Items & Gift Cards

Unless required by Australian Consumer Law, sale items and gift cards are not eligible for change-of-mind returns.

Sale items that arrive faulty, damaged or incorrectly supplied are still covered by your rights under Australian Consumer Law.

Exchanges

We don't currently offer direct exchanges.

If you'd like a different product, the simplest option is to request a return for your eligible item and, once your return has been approved, place a new order for the item you'd prefer.

Refunds

Once we receive your returned item, we'll inspect it and let you know whether your return has been approved.

If approved, your refund will be processed to your original payment method.

Please allow up to 10 business days for us to process your refund after your return has been received and approved. Your bank or payment provider may then take additional time to make the funds available in your account.

If you haven't received your refund after this time, please contact us at hello@tigerlilykay.com.au.

Australian Consumer Law

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law.

If a product is faulty, unsafe, not of acceptable quality, doesn't match its description, or otherwise fails to meet your consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

If you have any questions about returns, refunds or your consumer rights, please contact us at hello@tigerlilykay.com.au.