FAQ

1. What happens if the items received are faulty or different from my order?

- Upon receiving your product, please inspect it immediately.

- If you discover any defects or order discrepancies, please notify our friendly Customer Care Team via WhatsApp at 8748 4565 or email us at cs@lylachome.com within 3 working days.

  

Note: We greatly appreciate it if you retain the defective product in its original packaging with the attached receipt/tax invoice for verification and documentation.

2. Can I return an order if I change my mind?

To ensure a smooth shopping experience, we do accept returns. Please follow these guidelines for return eligibility:

- Return the item to us within 7 days of receipt.

- Include the sales invoice with the purchase date.

- Ensure that all sealed products are unopened and in unused condition.

- Keep the original packaging intact, along with all accessories and user manual/free gifts.

- Return the item to Lylac Home Customer Care Centre at 2 Alexandra Road #05-02 Delta House, 159919.

- If collection and delivery service is required, an administration and transportation fee will apply.

3. Can I return a product that was bought on promotion?

Our standard return policy applies to products purchased during promotions. All returns must occur within 7 days of receiving the order and must be accompanied by the sales invoice/receipt. The product should be unopened, unused, and in its original packaging, including all accessories and user manuals.

  

Returns should be made at our office at 2 Alexandra Road #05-02 Delta House, 159919. Customers are responsible for delivery charges. If the purchase included a free gift, it must also be returned unopened and unused. If the product has been used, the full price of the free gift will be deducted from the refund amount.

4. How will I be refunded and how long will it take?

- We aim to process all refund requests within 7 working days of receiving the product.

- Refunds will be issued through the original payment method:

   - If you paid via PayNow, the refund will be promptly credited to your account after processing.

   - If you used a Credit Card, the refund will be applied to your Credit Card within 30 days after processing.

5. I have purchased a unit and used it for a few days. Can I return it for an exchange or a refund?

Regrettably, we cannot accept returns or exchanges for products that have been opened and used.

6. What is the return policy for products that have been shipped internationally?

In the event of lost parcels during International Delivery, we are unable to offer refunds due to our lack of control over overseas postal services. However, if you change your mind and wish to make a return, you will be responsible for the return product's delivery charges. Please adhere to our Return Policy, which stipulates that all returns must be made within 7 days of order receipt for a change of mind. The sales invoice with the purchase date and serial number must be clearly printed for verification. The product must be unused and in its original packaging, including all accessories and user manuals.