Refund policy
Lifetide Return and Refund Policy
Lifetide accepts returns for defective and non-defective products
At Lifetide we value our customers and stand behind the quality of our products. We believe in fair commerce and our goal is to protect both our customers and our business so we can continue to provide quality products at fair prices.
Each individual case of a return or refund will be individually assessed against this policy, and whilst we do have strict guidelines in place, we believe in good will and customer satisfaction remains our priority.
NOTE: Non-tangible products including but not limited to: Shipping protection, Shipping insurance, Expedited shipping upsells, and donations are non-refundable.
1) Return Eligibility
Every single order is eligible for return within 30 calendar days of delivery to the provided delivery address.
Product Condition: New and slightly used products.
1.1 - Incorrect item: If you were shipped an item that does not match what you ordered it is our mistake, and we aim to remediate the issue as soon as possible and cover any cost associated with sending the correct goods.
Please reach out to support@lifetideco.com with images of the goods received and your order number. You will then receive an email within 1 - 2 business days confirming the correct goods have been reshipped. Delivery time of the reshipped goods are in accordance with our Shipping Policy, 1- 3 business days processing, and 4 - 7 business days delivery.
1.2 - Damaged item: If you received a damaged item it is our mistake, we aim to work with the best in class courier and logistics companies but unfortunately damage can occur whilst goods are transiting. We aim to remediate the issue as soon as possible and cover any cost associated with resending your order to ensure your receive them undamaged and in original condition.
Please reach out to support@lifetideco.com with images of the damaged goods received and your order number. You will then receive an email within 1 - 2 business days confirming the new goods have been reshipped. Delivery time of the reshipped goods are in accordance with our Shipping Policy, 1- 3 business days processing, and 4 - 7 business days delivery.
1.3 - Change of Mind Returns: For change of mind returns the customer is liable to cover 100% of the costs associated with safely shipping the goods back to warehouse the order was originally sent from.
Please reach out to support@lifetideco.com with a reason for the return and your order number. You will then receive an email within 1 - 2 business days confirming the return has been accepted with relevant delivery details. Please refer to section 5) of this policy 'Receiving Your Refund' for the most up to date information regarding how you will receive the refund payment.
1.4 - Non Arrival: In the unfortunate case that your parcel never arrives we will resend your order free of charge.
Please reach out to support@lifetideco.com with tracking or proof that the order never arrived and your order number. You will then receive an email within 1 - 2 business days confirming your new goods have been reshipped. Delivery time of the reshipped goods are in accordance with our Shipping Policy, 1- 3 business days processing, and 4 - 7 business days delivery.
1.5 - Cancellation: In the unfortunate case that you want to cancel your order please reach out to support@lifetideco.com with a reason for the cancellation and your order number.
If your order has not yet been shipped from our facility AND OR we are able to retrieve the order, we will cancel it immediately and process a refund, Please refer to section 5) of this policy 'Receiving Your Refund' for the most up to date information regarding how you will receive the refund payment.
If your order has been shipped and we are unable to retrieve your order unfortunately cancelling is not an option and you will need to initiate a Change of Mind Return to do this please refer section 1.3 in this policy.
2) Return Costs
Change of Mind Returns: For returns that are classified as change of mind the customer must cover 100% of the costs to safely ship the goods back to the warehouse of origin.
Defective Products: Upon goods arriving to the customer defective, incorrect, and or damaged in transit Lifetide will cover the shipping cost to return the goods by providing a pre paid shipping label.
3) How to Initiate a Return
To initiate a return please reach out to our support team via email at: support@lifetideco.com
Please provide your Name, Order #, and reason for returning and our team will guide you through completing the return.
4) How to Initiate a Refund
If your goods arrive defective, damaged, or not as stated we will provide a full refund. To initiate a refund please reach out to our support team via email at: support@lifetideco.com
Please provide your Name, Order #, and reason for returning and our team will guide you through completing the return.
5) Receiving Your Refund
Upon safe arrival of your return the goods will be inspected by one of our team members to determine if the goods meet the return criteria.
After the goods have been successfully inspected we will process a refund for your order. The funds will be deposited back into your original payment method within 7 business days.
In the case of a refund regarding a defective, damaged, or not as stated product your refund will be processed with 1 - 2 business days from when the refund enquiry was received at: support@lifetideco.com
If the refund is enquiry is successful, you will receive an email from our customer service staff and the funds will be deposited back into your original payment method within 7 business days.
6) Exchanges
Yes, Lifetide accepts exchanges.
If you wish to exchange your order for a different size, or variation thats no issue! Please reach out to our support team at: support@lifetideco.com and we'll help you out!
Most Lifetide jewellery is designed to be “open” and adjustable, meaning one size comfortably fits most customers. However, in the rare case your jewellery does not fit as expected, we are happy to offer an exchange for a different size or style where applicable, provided the item is unused and in its original condition.
7) More Questions?
Visit our FAQs page or contact our customer support.
Contact Information:
Trade name: Lifetide
Address: 1/8 Sunbrite Avenue, Mermaid Beach, Gold Coast, 4218, QLD, Australia
Email: support@lifetideco.com
Phone: +61 481 880 304
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (AEST)
We reply to all customer enquiries within 1 - 2 business days.