At Lignosoftpty, we want every customer to feel confident when shopping from our website. If you are not fully satisfied with your purchase, we are here to help.
This Return Policy explains how returns, refunds, replacements, and order issues are handled.
Return Window
You may request a return or refund within 30 days of receiving your order.
To help us process your request smoothly, please contact our customer service team as soon as possible after receiving your order.
Return Eligibility
We accept return and refund requests for most orders, including situations where:
- You changed your mind after receiving the product
- The product does not match your expected style
- The color, size, or design is not suitable for you
- The product does not meet your expectations
- The item arrived damaged or defective
- You received the wrong item
- Your order is missing an item
Returned products should preferably be in reasonable condition. Original packaging, tags, dust bags, boxes, and accessories are recommended when available, but our team will still review your request fairly even if some packaging is missing.
Items That May Not Qualify for Return
To keep the return process fair for all customers, we may be unable to accept returns in the following cases:
- The return request is made more than 30 days after delivery
- The item has been intentionally damaged
- The item shows excessive wear beyond normal inspection
- The product was altered, repaired, or modified after delivery
- The customer is unable to provide order information or proof of purchase
If you are unsure whether your order qualifies, please contact us. We will review your case and try to provide a reasonable solution.
How to Start a Return
To request a return or refund, please contact us at:
Email: ruizhu262@outlook.com
Phone: +61 415 373 047
Please include the following information:
- Your order number
- The email address used at checkout
- A short explanation of the issue
- Photos or videos if the product is damaged, defective, incorrect, or missing parts
After receiving your request, our customer service team will review the case and provide return instructions or another suitable solution.
Please do not send items back without contacting us first, as unauthorized returns may delay processing.
Refund Options
Depending on the situation, we may offer one of the following solutions:
- Full refund
- Partial refund
- Replacement
- Store credit
- Return and refund
- Another solution agreed with the customer
For damaged, defective, incorrect, or missing items, we will prioritize your request and provide a fair solution as quickly as possible.
Refund Method
Approved refunds will be issued to the original credit card used at checkout.
Because payments on our website are processed securely through Stripe, refunds must be returned through the original payment channel whenever possible.
We do not issue refunds to a different card, bank account, PayPal account, or third-party payment method.
Refund Processing Time
Once your refund is approved and processed, it usually takes 5–10 business days for the amount to appear on your card statement.
Actual timing may vary depending on your bank, card issuer, or payment provider.
If your refund has been processed but has not appeared after the expected time, please contact your card issuer first, as posting times are controlled by the bank or card provider.
Return Shipping
Return shipping arrangements depend on the reason for the return.
If the return is caused by our error, such as a damaged item, defective item, wrong item, or missing item, we will provide a suitable solution, which may include a prepaid return label, reimbursement, replacement, or refund.
If the return is due to personal preference, such as changing your mind or choosing the wrong style, the customer may be responsible for return shipping costs unless otherwise confirmed by our customer service team.
Chargebacks and Payment Disputes
If you have any issue with your order, delivery, return, or refund, please contact us before opening a payment dispute with your card issuer.
We are committed to resolving customer concerns fairly and quickly. Contacting us directly often allows us to provide faster assistance, including refund support, replacement arrangements, or return instructions.