Refund Policy
Lilia Keepsake Refund Policy
At Lilia, we understand that creating a perfect keepsake is an emotional and delicate process. We stand behind the quality of our kits and materials with our 100% Keepsake Guarantee.
1. 100% Keepsake Guarantee (Casting Failure)
We guarantee that you will achieve a meaningful keepsake. If your casting attempt does not meet your expectations due to a material issue or casting complication, we offer the following:
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Free Material Replacement: If your first attempt fails, please contact us at [Your Customer Service Email] within 30 days of receiving your kit. Send us a photograph of the result and a brief explanation of the issue. We will ship you a free material replacement kit (containing the core molding and casting powders) to ensure you have a successful second attempt.
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Note: Shipping charges for replacement materials may apply.
2. Standard Returns (Unused Kits)
If you are not satisfied with your purchase for reasons other than a casting failure, you may return the kit under the following conditions:
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Eligibility: Returns are accepted within 30 days of delivery.
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Condition: The kit must be unused, unopened, and in its original, resalable packaging. If the seal on the molding or casting powders is broken, the kit is ineligible for a standard return.
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Process: To initiate a return, please contact [Your Customer Service Email] for a Return Authorization (RA) number and instructions.
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Shipping Costs: The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.
3. Refunds
Once your returned item is inspected and approved, your refund will be processed to your original method of payment within 10–20 business days. Please allow additional time for your bank or credit card company to post the refund.
Exclusions
This policy does not cover products damaged due to misuse, fire, flood, or any external events outside of the standard casting process described in the kit instructions.