Refund policy
Refund Policy
Last updated: June 21, 2026
This Refund Policy applies to orders placed with Samuel Lige through samuellige.com.
Nothing in this policy is intended to remove, limit, or override any rights you may have under the Australian Consumer Law or any other consumer protection law that applies to your purchase.
Order Cancellations and Order Changes
Orders may begin processing soon after they are placed.
To request a cancellation, shipping address change, or adjustment to your order, please contact us within 2 hours of placing your order at:
Please include your full name, order number, and the exact change you are requesting.
We will do our best to assist, but changes or cancellations are not guaranteed once an order has already been processed, packed, or shipped.
If your cancellation is approved before dispatch, your refund will be issued back to the original payment method.
Once an order has been dispatched, it generally cannot be cancelled and will be handled under the returns section of this policy.
Damaged, Faulty, Incorrect, or Missing Items
Please check your order shortly after it arrives.
Contact us as soon as possible if:
- The item arrives damaged
- The item is faulty or defective
- You received the wrong product
- An item is missing from your order
- The product is significantly different from its description
To help us review the issue, email info@samuellige.com with:
- Your full name
- Your order number
- A clear explanation of the issue
- Photos or videos of the product
- Photos of the packaging and shipping label, if relevant
We ask that visible damage, incorrect items, missing items, or defects are reported within 30 days of delivery so we can investigate the issue quickly.
This 30-day reporting request does not remove any rights you may have under applicable consumer law.
Please keep the product and packaging until we confirm the next steps. Do not throw away, modify, repair, or alter the item before contacting us.
After reviewing your claim, we may offer one or more of the following remedies:
- A replacement
- A repair, where appropriate
- A refund
- Another remedy required by law
If the issue is minor, we may be entitled to repair or replace the item within a reasonable time. If the issue is major, you may be entitled to choose between a refund or replacement under applicable consumer law.
Where a return is required because the product is faulty, damaged, incorrect, or does not meet a consumer guarantee, we will cover reasonable return-shipping costs.
How to Start a Return
Before sending any product back to us, please contact:
Products returned without contacting us first may not be accepted or may take longer to process.
Once your request has been reviewed, we will provide the correct return instructions and return address.
Do not send products back to the address printed on the original parcel unless we specifically tell you to do so.
Exchanges
We do not usually offer direct exchanges.
If a voluntary return is approved, the easiest way to receive a different product is to:
- Return the original item according to our instructions
- Wait for your return to be accepted
- Place a new order for the item you want
This does not affect your right to receive a replacement where required by consumer law.
Change-of-Mind Returns
Unless required by law, we do not offer refunds, returns, or exchanges if you:
- Change your mind
- Choose the wrong product, colour, style, or quantity
- Find the product cheaper somewhere else
- No longer want the item
- Did not check the product details before ordering
This also applies to:
- Sale items
- Discounted items
- Clearance products
- Promotional purchases
- Buy One, Get One Free offers
- Bundle deals
- Gift-with-purchase promotions
- Other multi-buy offers
Please review all product descriptions, images, measurements, colours, specifications, and compatibility details before placing your order.
You can contact us at info@samuellige.com before purchasing if you need help choosing a product.
This section does not apply where an item is faulty, damaged, misdescribed, not fit for its disclosed purpose, or otherwise protected by a mandatory consumer right.
Promotional Orders and Buy One, Get One Free Offers
If a return is approved for an order that included a promotion, bundle, free item, or Buy One, Get One Free offer, all items included in that promotion may need to be returned.
If you keep a free, discounted, or promotional item, the normal selling price or promotional value of that item may be deducted from any voluntary refund, where the law allows.
This does not reduce any remedy you may be entitled to for a faulty or non-compliant product.
European Union 14-Day Cooling-Off Right
If European Union consumer law applies to your purchase, you may have the right to cancel an eligible online order within 14 days of receiving the goods without giving a reason.
To use this right, you must email us within the applicable 14-day period at:
Unless an exception applies, returned products must be:
- Unworn and unused beyond what is reasonably necessary to inspect them
- In substantially the same condition as received
- Returned with original packaging, tags, manuals, accessories, and included items
- Accompanied by proof of purchase
For change-of-mind returns under this right, you may be responsible for the direct cost of return shipping unless we agree otherwise or the law requires us to cover it.
You may also be responsible for any reduction in value caused by handling the product more than necessary to inspect its nature, features, and function.
Some products may be excluded from the cooling-off right where an exception applies under law.
This section does not affect your separate rights for faulty, damaged, or misdescribed products.
Delayed or Stuck Deliveries
Delivery estimates are not guaranteed and may be affected by courier delays, customs checks, weather, public holidays, or other events outside our reasonable control.
A parcel is not automatically considered lost just because it has passed the estimated delivery timeframe.
If your tracking has not updated for an extended period, please contact us at:
We will review the shipment and may contact the courier for further information.
Depending on the result of the investigation and any applicable legal requirements, we may:
- Ask you to allow more time for delivery
- Provide updated tracking details
- Arrange a replacement
- Issue a refund if the parcel is confirmed lost or if required by law
We do not provide duplicate refunds or replacements while a parcel is still moving through the courier network, unless we agree otherwise or the law requires it.
If we send a replacement and both the original and replacement orders are delivered, please contact us so we can provide instructions.
Refused, Unclaimed, or Undeliverable Orders
If an order is refused, not collected, or returned because of an incorrect address, incomplete address, customer unavailability, failure to pay import charges, or failure to respond to the courier, any voluntary refund may be reduced by reasonable costs we incur.
These costs may include original shipping, return shipping, customs fees, and handling costs, to the extent permitted by law.
A refund may not be available where a parcel is abandoned, destroyed, or unrecoverable because the customer did not collect it, provide a valid address, respond to the courier, or pay required import charges.
This does not apply where the delivery issue was caused by our error or where a refund or other remedy is required by law.
Return Shipping
If a return is approved due to a change-of-mind right or cooling-off right, you will usually be responsible for return-shipping costs unless we agree otherwise or the law requires us to pay.
If the product is faulty, damaged, incorrect, or fails to meet a consumer guarantee, we will cover reasonable return-shipping costs where a return is required.
For customer-funded returns, we recommend using tracked shipping. We are not responsible for return parcels that are lost before reaching the approved return address.
Return Condition
Unless the return relates to a fault that required use or inspection of the product, returned items should include:
- The original product
- Original packaging
- Tags and protective materials
- Manuals and documentation
- Accessories
- Complimentary or promotional items
- Proof of purchase
We may reduce or refuse a voluntary refund if the item has been worn, damaged, altered, used beyond reasonable inspection, or returned incomplete.
This does not affect any rights you may have for genuine faults or other legal protections that cannot be excluded.
Refunds
Once we receive and inspect your return, we will let you know whether your refund has been approved.
If approved, the refund will be sent to your original payment method, usually within 10 business days of approval.
Your bank, card provider, or payment processor may take extra time to process and display the refund after we issue it.
Original shipping fees are generally not refundable for voluntary returns unless required by law. If the return relates to a faulty, damaged, incorrect, or legally non-compliant product, shipping costs will be handled in line with applicable law.
If more than 15 business days have passed since we confirmed your refund was approved, contact us at:
Please include your full name and order number.
Chargebacks and Payment Disputes
Please contact us before opening a chargeback or payment dispute so we have a chance to investigate and resolve the issue.
False, misleading, duplicate, or fraudulent payment disputes may be treated as fraudulent activity.
Nothing in this section prevents you from using your lawful right to dispute an unauthorised or unresolved transaction through your bank or payment provider.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
Contact Us
For cancellations, returns, refunds, damaged products, or order-related questions, contact:
Samuel Lige
Email: info@samuellige.com
Website: samuellige.com
Please include your full name and order number when contacting us.