Refund Policy

Last Updated: April 28, 2024

Thank you for shopping with Lichen Crest. We want to ensure your satisfaction with our products and services. This Refund Policy outlines our procedures regarding returns, refunds, and cancellations.

1. Digital Products and Subscriptions

1.1 Digital Downloads

Due to the nature of digital products, we generally do not offer refunds on digital downloads once the download link has been accessed. However, if you experience technical issues with your download or if the product is fundamentally not as described, please contact our customer support team within 7 days of purchase, and we will work to resolve the issue or provide a refund at our discretion.

1.2 Subscription Services

For subscription-based services:

• You may cancel your subscription at any time through your account settings or by contacting customer support.
• Cancellation will take effect at the end of your current billing period.
• No partial refunds will be issued for unused portions of the current billing period.
• If you cancel within the first 14 days of a new subscription (the "cooling-off period"), you may be eligible for a full refund for that billing period.

1.3 Online Courses and Webinars

For online educational content:

• Pre-recorded courses can be refunded within 14 days of purchase if less than 30% of the course content has been accessed.
• Live webinars can be refunded up to 48 hours before the scheduled event.
• No refunds will be issued after a live webinar has taken place.

2. Physical Products

2.1 Return Eligibility

You may return physical products purchased from our website under the following conditions:

• The return request is made within 30 days of delivery
• The item is in its original condition and packaging
• You have proof of purchase (order number or receipt)

2.2 Non-Returnable Items

The following items cannot be returned:

• Custom or personalized items
• Items marked as "Final Sale" or "Non-Returnable"
• Gift cards
• Downloadable software or digital products
• Items that have been used, damaged, or show signs of wear

2.3 Return Process

To initiate a return:

1. Contact our customer service at [email protected] with your order number and reason for return
2. If your return is approved, you will receive instructions on how and where to send your package
3. Return shipping costs are the responsibility of the customer unless the return is due to our error (damaged or incorrect items)
4. We recommend using a trackable shipping service for all returns

2.4 Refund Processing

Once we receive and inspect your return, we will notify you about the status of your refund:

• If approved, your refund will be processed to the original method of payment
• Credit card refunds typically take 5-10 business days to appear on your statement
• For payment methods other than credit cards, processing times may vary

3. Damaged or Defective Items

If you receive damaged or defective merchandise:

• Contact us within 48 hours of receiving the package
• Provide photos of the damaged items and packaging
• We will arrange for return shipping at our expense
• You will receive either a replacement item (if available) or a full refund including original shipping costs

4. Cancellations

4.1 Order Cancellations

You may request to cancel an order for physical products before it has shipped:

• Contact our customer service team as soon as possible
• If the order has not yet been processed, we will cancel it and issue a full refund
• If the order has already been processed or shipped, you will need to follow our return procedure

4.2 Event and Workshop Cancellations

For workshops, events, or in-person services:

• Cancellations made 14 or more days before the scheduled date are eligible for a full refund
• Cancellations made between 7-13 days before the scheduled date are eligible for a 50% refund
• Cancellations made less than 7 days before the scheduled date are not eligible for a refund
• If we cancel an event, you will receive a full refund or the option to reschedule

5. Special Circumstances

5.1 Gift Purchases

If the item was purchased as a gift, the recipient may return it and receive store credit equal to the purchase value. The original purchaser's payment method will not be refunded unless explicitly requested by the purchaser.

5.2 Promotional Items and Discounts

If your purchase included free or promotional items, or was purchased with a discount code:

• All promotional items must be returned with the qualifying purchase
• Refunds will reflect the actual amount paid after discounts
• One-time use discount codes cannot be restored or reapplied after a refund

5.3 International Orders

For orders shipped internationally:

• We cannot refund customs fees, import taxes, or duties
• International return shipping costs are the responsibility of the customer
• Processing times for international returns may be longer due to shipping and customs delays

6. Exceptions and Special Considerations

We understand that exceptional circumstances may arise. If you have a special situation not covered by this policy, please contact our customer service team, and we will address your concerns on a case-by-case basis.

7. Consumer Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are located in the European Union, you have the right to cancel your order within 14 days of receiving the goods under the Consumer Rights Directive, subject to certain exceptions.

For UK customers, your rights under the Consumer Rights Act 2015 remain unaffected by this policy. Goods must be as described, fit for purpose, and of satisfactory quality.