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Refund & Returns Policy

Return & Refund Policy - Sego Lily Skincare

Last updated: September 10, 2025

Customer Satisfaction Guarantee: At Sego Lily Skincare, we stand behind the quality of our natural tallow skincare products. If you're not completely satisfied with your purchase, we're here to help make it right.

Return Policy Overview

We accept returns within 30 days of delivery for most products, subject to the conditions outlined in this policy. All returns must be authorized in advance by contacting our customer service team.

Quick Reference

  • Return Window: 30 days from delivery date
  • Condition Required: Unopened or gently used products (see details below)
  • Process: Contact us first for return authorization
  • Refund Timeline: 5-10 business days after we receive your return
  • Return Shipping: Customer responsibility (except for defective products)

Eligible Returns

Products We Accept for Return

  • Unopened Products: Full refund if packaging is intact and product is unused
  • Gently Used Products: Products used once or twice for testing purposes (at least 75% of product remaining)
  • Defective Products: Products with manufacturing defects or damage during shipping
  • Wrong Item Sent: If we sent the incorrect product
  • Damaged Packaging: Products damaged during shipping

Products We Cannot Accept for Return

For health and safety reasons, we cannot accept returns of:

  • Products that have been significantly used (less than 75% remaining)
  • Products returned after 30 days from delivery
  • Products without original packaging or labels
  • Products that show signs of contamination or tampering
  • Gift cards or digital products
  • Custom or personalized products (if offered)

Return Process

Step 1: Contact Us

Before sending anything back, please contact us to initiate the return process:

Step 2: Receive Return Authorization

We'll review your request and provide:

  • Return authorization number (RMA)
  • Return shipping address
  • Specific instructions for your return
  • Expected refund amount and timeline

Step 3: Package and Ship

Once authorized:

  • Package items securely in original packaging when possible
  • Include the RMA number clearly visible on the package
  • Include a copy of your order confirmation or packing slip
  • Ship to the address provided (not our regular business address)
  • We recommend using a trackable shipping method

Step 4: Processing and Refund

After we receive your return:

  • We'll inspect the returned items within 2-3 business days
  • Send you email confirmation of received return
  • Process your refund within 5-10 business days
  • Send refund confirmation with tracking details

Refund Information

Refund Methods

Refunds will be issued to your original payment method:

  • Credit/Debit Cards: 5-10 business days to appear on your statement
  • PayPal: 3-5 business days
  • Bank Transfer: 5-10 business days
  • Gift Cards: Immediate store credit

Refund Amounts

Return Reason Refund Amount Return Shipping
Unopened/Unused Product Full product price Customer pays
Gently Used (Testing) Full product price Customer pays
Defective Product Full price + original shipping We provide prepaid label
Wrong Item Sent Full price + original shipping We provide prepaid label
Damaged in Shipping Full price + original shipping We provide prepaid label

Note: Original shipping costs are generally not refundable unless the return is due to our error (wrong item, defective product, or shipping damage).

Exchanges

Product Exchanges

We're happy to exchange products in the following situations:

  • Different Size/Variant: Same product in different size or scent
  • Different Product: Exchange for a different product of equal or lesser value
  • Defective Item: Replace with same product

Exchange Process

  1. Contact us using the same process as returns
  2. Specify which product you'd like to exchange for
  3. We'll provide exchange authorization and instructions
  4. Send your original item using the return process above
  5. We'll ship your new item once we receive the original

Exchange Costs:

  • You pay return shipping for the original item
  • We cover shipping for the replacement item
  • If exchanging for a more expensive item, you pay the difference
  • If exchanging for a less expensive item, we refund the difference

International Returns

International Return Policy

We accept international returns with the following considerations:

  • Return Window: Same 30-day policy applies
  • Shipping Costs: Customer responsible for return shipping costs
  • Customs and Duties: Customer responsible for any return customs fees
  • Processing Time: May take longer due to international shipping
  • Refund Method: Same as original payment method, minus any international fees

International Return Address

International returns must be sent to our US address (provided with return authorization). We cannot accept returns sent to other addresses.

International Return Timeline

  • Days 1-3: Contact us and receive return authorization
  • Days 4-14: Package and ship your return (depending on shipping method)
  • Days 15-21: Return arrives and is processed
  • Days 22-31: Refund processed and issued

Timeline may vary based on shipping method and customs processing.

Damaged or Defective Products

Quality Guarantee

We stand behind the quality of our products. If you receive a damaged or defective item:

  • Contact us immediately with photos of the damage/defect
  • No return required - we may send a replacement without requiring the original back
  • Full refund or replacement - your choice
  • We cover all shipping costs for replacement items

Manufacturing Defects

Manufacturing defects may include:

  • Incorrect product consistency or texture
  • Separation or unusual appearance
  • Contamination or foreign objects
  • Incorrect labeling or packaging
  • Leaking or damaged containers

Special Circumstances

Allergic Reactions

If you experience an allergic reaction:

  • Discontinue use immediately and consult a healthcare professional if needed
  • Contact us to report the reaction - this helps us improve our products
  • Full refund available even if product has been used
  • No return required - keep or dispose of the product safely

Bulk or Wholesale Orders

Special terms apply to bulk orders (5+ items of the same product):

  • Returns must be arranged within 14 days
  • Minimum 90% of products must be unopened
  • May be subject to restocking fee
  • Contact us for specific bulk return procedures

Gift Returns

Returning Gifts

Gifts can be returned following the same process:

  • Contact us with the recipient's order information if available
  • Without order info, we can still help - contact us for assistance
  • Refunds issued as store credit unless original payment info is provided
  • Gift recipient can return items without involving the purchaser

Refund Processing

Processing Timeline

Domestic Returns (US):

  • Days 1-2: Return received and inspected
  • Days 3-5: Refund processed in our system
  • Days 6-15: Refund appears in your account (varies by payment method)

International Returns:

  • Days 1-5: Return received and inspected
  • Days 6-10: Refund processed in our system
  • Days 11-21: Refund appears in your account (varies by payment method and bank)

Refund Confirmation

You'll receive email confirmation when:

  • We receive your return package
  • Your return is approved and processed
  • Your refund is issued to your payment method

Customer Service

Return Support

Our customer service team is here to help with all return and refund questions:

  • Response Time: Within 24 hours on business days
  • Business Days: Monday - Friday, excluding US holidays
  • Resolution Goal: We aim to resolve all return issues within 3-5 business days

Tracking Your Return

To check the status of your return:

  • Email us with your RMA number
  • We'll provide current status and expected timeline
  • Automatic updates sent at key milestones

Terms and Conditions

This Return & Refund Policy is part of our Terms & Conditions. By making a purchase, you agree to these return terms. We reserve the right to:

  • Refuse returns that don't meet our policy requirements
  • Update this policy with advance notice
  • Make exceptions at our discretion for customer satisfaction
  • Require additional verification for high-value returns

Contact Information

For all return and refund inquiries:

What to Include in Your Return Request:

  • Order number and purchase date
  • Product name(s) you want to return
  • Reason for return
  • Photos if the product is damaged or defective
  • Preferred resolution (refund, exchange, store credit)

Our Commitment: We're committed to making the return process as smooth as possible. If you have any concerns about our return policy or need special accommodation, please don't hesitate to reach out. Customer satisfaction is our priority!