At Chulip, we take pride in the quality and freshness of our natural lip care. Because our products are personal care items, we have specific guidelines to ensure the safety of our customers and the integrity of our small-batch blends.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

1. Change of Mind Policy

Due to hygiene and safety standards, we are unable to offer returns, exchanges, or refunds for a change of mind — including preferences regarding scent, texture, or colour. We encourage you to read the ingredient lists and product descriptions carefully before purchasing.

This does not affect your rights under the Australian Consumer Law.

2. Damaged, Defective Items, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, we want to make it right.

• Report Window: Please inspect your order upon receipt and contact us within 7 days of delivery.

• How to Report: Email us at order@chulipcare.com with your order number, phone number, and clear photos of the damaged product and the packaging.

• Natural Variations: Please note that because we use natural ingredients, slight variations in colour or scent may occur between batches; these are not considered defects.

• Heat Sensitivity: Please note that natural balms may soften in transit. This is not considered a defect, and we recommend placing the product in a cool place to firm up before use.

3. Eligibility for Return (Unopened Items Only)

To be eligible for a return, your item must be in its original, untampered condition with the safety sticker seal intact and unbroken.

• Return Process: Contact us at order@chulipcare.com to request a return authorization. Items sent back to us without prior approval will not be accepted.

• Verification: For hygiene and safety reasons, once the safety sticker on the product tube is broken or removed, the item is no longer eligible for return or refund.

• Shipping Costs: Customers are responsible for return shipping costs unless the item was damaged or sent in error. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

4. Refunds

Once we’ve received and inspected your return, we will notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

• Processing Time: Please remember it can take some time for your bank or credit card company to process and post the refund.

• Follow-up: If more than 15 business days have passed since we approved your return and you haven't received your refund, please reach out to us at order@chulipcare.com.