Thank you for shopping at Sugarlily Enterprise. Please read this policy carefully before making a purchase.
1. Returns Window
Standard Return Period: You have 5 calendar days from the date you received your item to request a return, refund or replacement.
Late Requests: Requests made after this 5-day window will strictly not be accepted.
2. Product Exemptions (Strictly Non-Refundable)
Pre-Order Items: All items purchased under a pre-order status are final and CANNOT be returned, exchanged or refunded due to a change of mind. (Note: Major printing defects are still eligible for a replacement under Section 3).
Other Non-Returnable Items: Sale/clearance items, gift cards and downloadable digital products (e-books) are strictly non-refundable and non-exchangeable.
3. Eligibility Standard Returns
For non-pre-order items, your item must meet the following criteria to qualify for a refund:
Condition & Packaging: It must be unread, spine unbent and in its original packaging (including shrink-wrap or protective plastic) with all labels intact.
Proof of Purchase: It must be accompanied by the receipt or proof of purchase.
What is Eligible for Return:
Major Printing Defects: We only accept returns and replacements for structural factory errors that severely disrupt reading. This is strictly limited to missing pages, completely blank pages, misprinted/unreadable text or upside-down binding.
Proof Required: Customers must provide clear photo and video evidence of the specific defect when submitting a return request.
What is NOT Eligible for Return:
Minor Cosmetic Printing Imperfections & Folded Pages: We do not accept returns for minor factory imperfections that do not affect readability, such as folded/creased pages, light ink smears, small printer oil stains or minor page-trimming unevenness.
Courier Damage: We do not offer returns, refunds or replacements for cosmetic damages incurred during transit (e.g. dented corners, creased covers or torn packaging) as we are not liable for courier mishandling.
Our Packaging Guarantee:
To ensure your books arrive safely, all orders are packed with a compulsory premium protection standard (a combination of multiple layers of standard and inflatable bubble wrap). Because we strictly enforce this secure packaging process on our end, any transit damage is solely due to the shipping carrier’s handling.
4. Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund or replacement.
If approved, your refund will be automatically credited back to your original payment method (Credit Card / FPX Online Banking) within 7 to 14 working days.
For replacements, the new item will be shipped out within 3 to 5 working days after approval.
5. Return Shipping Costs
For Printing Defects: We will fully reimburse your return shipping costs once the manufacturing defect is verified upon inspection. Please provide a copy of the shipping receipt as proof of payment.
For Change of Mind / Other Reasons: If you wish to return an item for reasons other than a manufacturing defect, you will be responsible for paying your own return shipping costs. These costs are strictly non-refundable.
Note: We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Contact Us
If you have any questions regarding your order or this policy, please contact us at sugarlily.books@gmail.com / 011-7299 1262 (WhatsApp).