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Returns & Refunds

We firmly believe that you will be excited with the item you purchase from LIME PHOENIX. That's why we try our best to make sure every product is designed with uniqueness and shows off itself’s specifically beauty. We know, however, some products may not always be what you expected. In that unusual scenario, this page is guideline for policies about product returns, exchange and refund.

General policy

By placing an order or making a purchase at an LIME PHOENIX Store, you agree to the terms set forth below along with LIME PHOENIX’s Privacy Policy and Terms of Use.

This return & refund policy available for customers globally, who purchased at Amazon store, AliExpress, LIME and in authorized retail store.( hereafter refer to these entities as LP in the policy.)

  • The following products are not eligible for return: Already used over 30 days without any defect.
  • For returns to an LP Retail Store for cash, cash equivalent, and check transactions over $9, We will mail a refund check to you within 10 business days.
  • Should you wish to return ten or more of the same product, you must contact seller store where originally purchased.
  • In the case of items returned with a gift receipt, LP will offer you a new Gift Card.
  • Online refund is unavailable if order purchased from authorized resellers. You need to go to the authorized store for your refund or exchange.
  • Products can be returned only in the country or region in which they were originally purchased.
  • Bulk refund only available at your nearest local store, on matter where you placed the order.

How to apply
returns & refunds

In most cases, you can apply for a return or refund in 30 days since the day you received the products. For unopened products over 30 days, you need to contact LIME PHOENIX support team for further details.

You can apply via the following methods:

  • By email to LIME PHOENIX Support Team
  • Sign in your LIME PHOENIX account, go to account order history page.
  • Initiate on E-platforms such as Amazon, Walmart, and AliExpress.
  • Return to nearest local store(Available for U.S. and European customers).

General process

For product not shipping or en route, we will start refund/exchange process once we review your order in 24 hours since your application. It would take 14-28 days to finish base upon payment method and your region.

For undamaged product in use within 30 days of the date you receive it, you need to send it back together with purchase details and we will start a refund base on its condition(100% at most). In this scenario it could take up to 45 days to fulfill a refund.

Fully refunds

Fully refund only available for unused defected products and products in unopened box with original receipt.

Where to return

Customers in Europe send products to Germany or United Kingdom warehouse(contact LIME PHOENIX support teams for specific address).

Customers in other countries return products to shipping address.

Return of luxury items

Thank you for choosing our luxury products. We strive to provide you with the highest quality items and an exceptional shopping experience. Please review our refund and exchange policy outlined below:

General Merchandise (Bags, Clothing, Outerwear, Dresses, Luggage, Shoes):

  • Partial Refund: Within 180 days, you may apply for a partial refund.
  • Full Refund: Within 30 days, you can request a full refund.
  • Exchange: Within 14 days, you are eligible for an exchange.

For luxury jewelry:

  • Earrings (pierced): Unfortunately, for health reasons, pierced earrings cannot be refunded or exchanged once worn.
  • Other Jewelry: Normal refund and exchange policies apply.

For luxury apparel:

  • Undergarments: Unfortunately, underwear and lingerie cannot be returned or refunded. Please carefully choose sizes based on our size guide, or consult our online customer service for assistance in selecting the right size and material.

For luxury watches:

  • Luxury watches come with a complimentary extended warranty policy.
  • For repairs and maintenance, contact our customer service to arrange for product shipment or visit our nearest store for assistance.

Third-Party Maintenance:

  • Products that have undergone non-official maintenance through third-party sources are not eligible for any form of refund or exchange.

Return of appliances

Oven, microwave, toaster and others kitchen appliances follow general return guideline.

As for china ware, only qualified items support return, and for protect customer’s health, all disposable items and food, ingredients do not support return or refunds.

Return of chinaware

Porcelain, glassware, or all fragile products need to meet one prerequisite: a. You need to carefully check that the product is not damaged in any way, and the surface is not scratched.

Whether you shop on LIME, in LIME PHOENIX app, or at a LIME PHOENIX store, we give you 30 days to take your items for a trial, confidently knowing you can return items (some exceptions apply) for any reason within those 30 days. Follow the General Policy to enjoy your refund or exchange.

We recommend that you purchase return insurance before placing an order, so that you do not have to worry about Pay the shipping fee for return and exchange; you can also go to the nearest LP store to apply for return or exchange, or contact our online customer service to inquire whether your product meets the conditions for return or exchange.

In-store pickup & return

LIME PHOENIX offers in-store pickup for many of the items available on the Online Store. Certain products and payment methods, however, may not qualify for in-store pickup. Only you or the person designated by you may pick up the item(s) purchased. A government-issued photo ID and order number will be required for pickup.

LIME PHOENIX will notify you when your order is ready and the date by which you need to pick up your items. We’ll also send you a reminder or two, just in case it slips your mind. If you don’t pick up your order, LIME PHOENIX may cancel it. Please click here for complete details about in-store pickup.

Pricing & reductions

LIME PHOENIX reserves the right to change prices for products displayed at/on the LIME PHOENIX Store at any time, and to correct pricing errors that may inadvertently occur. Additional information about pricing and sales tax is available on the Payment & Pricing (Opens in a new window) page. In the event you have been charged more than the posted price for a product in an LIME PHOENIX Retail Store, please see a Manager for a refund of the overcharge.

Should LIME PHOENIX reduce its price on any LIME PHOENIX-branded product within 14 calendar days from the date you receive your product, feel free to visit an LIME PHOENIX Retail Store or contact the LIME PHOENIX Contact Center to request a refund or credit of the difference between the price you were charged and the current selling price. To receive the refund or credit you must contact LIME PHOENIX within 14 calendar days of the price change. Please note that this excludes limited-time price reductions, such as those that occur during special sales events, such as Black Friday or Cyber Monday.

Price protection is only available for up to 10 units of a particular product. Additionally, we may require that you have the product with you or otherwise have proof of possession when requesting price protection.

Prices shown are in U.S. dollars. If you are paying for your order with an international Visa, MasterCard, or American Express credit card, please note that the purchase price may fluctuate with exchange rates. In addition, your bank or credit card issuer may also charge you foreign conversion charges and fees, which may also increase the overall cost of your purchase. Please contact your bank or credit card issuer regarding these fees.