Returns & Exchanges

We want you to be completely satisfied with your purchase, and we understand that sometimes returns are necessary. You may return your item to us for a full refund, store credit, or an exchange. Please read our policy carefully to ensure a smooth and efficient process.

Returns (14 Days)

You have the right to return any product purchased from Fully Lips within 14 days of the delivery date. The product must be unused, in its original packaging, and in the same condition as when you received it.

This policy does not affect your statutory rights.

Initiating a Return

To start a return, email support@fullylips.com with:

  • Your order number

  • The reason for the return

  • Photos if the item is damaged/defective or the wrong variant

Return Authorization (RA)

If your request is approved, we’ll send you a link to generate your Return Authorization (RA) number and instructions for sending the item back.
In some regions we may be unable to furnish a prepaid return label; in that case you’ll receive a label with return address and instructions. Please ship your return within 14 days of receiving the RA.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • We made an error, or

  • The product is defective or the wrong item/variant was delivered.

Shipping delays due to carrier issues or customs clearance (outside our control) are not valid reasons for a free return. We recommend using a trackable shipping method and keeping proof of postage.

Return Orders with Issues: Damage / Wrong Variant

Items that are incorrect, defective, or damaged in transit are eligible for return. Once we review and approve the case, we’ll issue an RA and instructions.
If approved, we will cover the return shipping (you’ll receive a voucher code to use during the return process) and will either send a replacement or issue a refund/store credit—your choice.

Exchanges

Exchanges are available within 14 days of delivery.

  • Items must be securely packaged to prevent damage in transit.

  • Exchanges are for equal value items. If the exchange item has a different price, you’ll pay or receive the difference.

  • Customers are responsible for return shipping on exchanges unless the item is defective or the wrong variant was sent.

Non-Returnable Items / Exceptions

All returns must meet the following conditions:

  • Unused: Items must be in original condition.

  • Damage-Free: No signs of wear or damage, unless received that way.

The following are not returnable (unless faulty):

  • Final sale/clearance items, gift cards, and personalized/monogrammed items

  • Hygiene-sensitive items where packaging has been opened (e.g., underwear, grooming products)

Special exception: In rare cases we may ship a replacement without requiring the original back. If you’re still unsatisfied, both the original and replacement must be returned for a refund. This is a one-time exception; subsequent replacements require a return first.

Restocking Fee

All returns are subject to a 15% restocking fee to cover processing, inspection, and restocking costs.

Possible waiver (case-by-case):

  • The item arrived defective or damaged

  • The wrong item was shipped and a replacement is unavailable

Refunds & Processing

  • Refunds are issued to the original payment method; store credit is issued as a digital credit.

  • Once your return is received and inspected, we’ll email you the approval or rejection of your refund.

  • If approved, we typically process refunds within 5–10 business days. Your bank or card issuer may take additional time to post the credit.

  • Original shipping fees are non-refundable unless we are at fault.

International Returns

For international orders, duties/taxes paid to customs are non-refundable. If a package is refused and returned to us, we will deduct any return shipping and associated fees from the refund.

Changes to this Policy

Fully Lips may update this policy from time to time. Changes take effect immediately upon posting to our website.

Questions?

We’re here to help. Contact support@fullylips.com.