Refund policy
At Lil Cacti, we are committed to ensuring that every customer has a positive experience with our products. Please read this policy carefully before placing your order.
General Policy
All orders are considered final once shipped. Due to the nature of our international supply chain, we are unable to accept physical returns. Returned items would be required to clear international customs — a process that can take three months or more, incurs significant shipping and handling costs, and carries a high risk of loss or damage in transit. To protect our customers from this experience, we handle all post-purchase concerns directly and on a case-by-case basis.
Eligibility for Partial Refund
We review all refund requests individually. A partial refund may be issued under the following circumstances:
- Damaged or defective item: If your item arrives damaged or with a manufacturing defect, please contact us at customerservice@lilcacti.com with your order number and clear photographic evidence of the issue. No return shipment is required.
- Incorrect item received: If you received an item different from what you ordered, please contact us with your order number and photographs so we may resolve the matter promptly.
- General dissatisfaction: While change-of-mind purchases are not eligible for refund under standard policy, we encourage you to reach out. We review each situation individually and will always endeavour to find a reasonable resolution.
Approved refunds are partial only and do not include original shipping or logistics fees.
EU/EEA Customers — Right of Withdrawal (14 Days)
If you are a consumer resident in the European Union or EEA, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
How to withdraw: email customerservice@lilcacti.com within 14 days of delivery, quoting your order number. We will confirm in writing and provide the return address.
Return shipping costs. If you withdraw, you will bear the direct cost of returning the goods to us. Lil Cacti ships internationally from our fulfilment partners in Asia, and returns must travel the same distance back. We do not provide prepaid return labels and we do not reimburse return postage. You are free to choose any carrier or service you wish.
Return of the goods. You must send the goods back without undue delay and in any event within 14 days of notifying us of your withdrawal. The goods must physically arrive at our warehouse. We recommend a tracked service, as you bear the risk of loss or damage in transit until the goods reach us.
Your refund. We will reimburse all payments received from you, including the standard outbound delivery charge, within 14 days. We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
Condition of the goods. Items must be unworn, in original condition, with all original tags intact. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Non-Refundable Circumstances
The following situations are not eligible for a refund:
- Orders that have been successfully delivered as addressed
- Shipping delays attributable to carriers, customs clearance, or other third-party logistics factors
- Incorrect size selected by the customer at checkout
- Change of mind after dispatch
- Items that have been worn, washed, or altered in any way
- Unauthorised returns (items sent back without prior written approval)
Contact
For all refund enquiries, please email us at customerservice@lilcacti.com with your order number and a description of your concern. We aim to respond within 24–48 business hours.
We appreciate your understanding and your support of Lil Cacti.