Refund policy

Return & Refund Policy

Effective Date: June 17, 2026

1. Scope and Intent

This Return & Refund Policy applies to all purchases made through the Lyne website, a brand owned and operated by Charmed Heights LLC. By making a purchase, you agree to the terms outlined below.


2. Contact Information

For questions about returns and refunds, please contact our customer service team:

  • Email: support@lynebrand.com

  • Brand: Lyne, operated by Charmed Heights LLC

  • Hours: Monday–Friday, 9 AM to 5 PM EST


3. Return Eligibility

Customers may return eligible products within 30 days of receipt, subject to the conditions below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition you received it.

  • Original Packaging: The item must be in its original packaging with all labels and tags attached.

  • Proof of Purchase: A receipt or order number is required.


4. Return Process

4.1 Initiating a Return

  • Email us at support@lynebrand.com within 30 days of receiving your order.

  • Provide your order number and the reason for your return.

  • We will review your request and send return instructions, including a Return Merchandise Authorization (RMA) number if applicable.

4.2 Preparing Your Return

  • Securely pack the item in its original packaging, including all accessories and free gifts.

  • Include any return documentation we provide.

4.3 Shipping the Return

  • Ship the package within 7 days of receiving your return authorization.

  • Use a trackable shipping method to ensure your package arrives safely.


5. Return Shipping Costs

Return shipping costs are the customer's responsibility, unless the item is defective, damaged, or incorrect — in which case Lyne will cover the return shipping cost.


6. Specific Return & Refund Conditions

6.1 Change of Mind

Items must be unused, undamaged, and in original packaging, with the return requested within 30 days of receipt. A refund will be issued to the original payment method.

6.2 Defective or Damaged Goods

Contact us within 7 days of receiving the item and provide photos or videos of the defect or damage. We will offer a replacement or full refund, including return shipping costs.

6.3 Incorrect Product Received

Inform us promptly upon receipt. We will arrange for the incorrect item to be returned at our expense and ensure you receive the correct product.

6.4 Product Never Arrived

Contact us if your product does not arrive within the estimated delivery time. We will open an investigation with the carrier, and if the package is confirmed lost, we will offer a full refund or replacement.

6.5 Order Cancellation

You may cancel your order for a full refund if it has not yet shipped. If your order has already shipped, please follow the standard return process after receiving it.


7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or personalized products made to your specifications.

  • Intimate or sanitary goods (such as personal care items) unless unopened and unused.

  • Gift cards and downloadable products.

  • Final sale or clearance items.


8. Refunds

8.1 Refund Conditions

Refunds are issued after we receive and inspect the returned item. We will notify you by email regarding the approval or rejection of your refund. Items must meet the eligibility criteria in Section 3.

8.2 Refund Processing

Approved refunds are processed to the original payment method. It may take up to 14 days for the refund to appear in your account, depending on your bank or card issuer.

8.3 Partial Refunds

Partial refunds may be granted for items not in original condition, damaged, or missing parts for reasons not due to our error, or for items returned after the 30-day window.


9. Exchanges

We replace items that are defective, damaged, or incorrect. To request an exchange, contact us at support@lynebrand.com. For defective or incorrect items, Lyne covers the shipping costs. For exchanges due to a change of mind, the customer is responsible for shipping costs.


10. Timelines

  • Return Window: Returns must be requested and shipped within 30 days of receiving the product.

  • Return Processing: After receiving and inspecting the item, we process the refund within 14 days.

  • Refund Period: It may take up to 14 days for the refund to appear in your account after approval.


11. Legal Rights

This Return & Refund Policy does not affect any statutory rights you may have under applicable law.


12. Chargebacks and Payment Disputes

Our team is here to help resolve any issue with your order. If you have not received your product, or you have a concern about a product you received, please contact us first at support@lynebrand.com — we are responsive and will do everything we can to find a fair resolution. We kindly ask that you reach out to us before filing a chargeback or payment dispute, as most issues can be resolved quickly and directly. Filing a dispute without first contacting us may delay your refund or resolution.


13. Questions and Support

For more information, please contact our customer service team at support@lynebrand.com. By making a purchase on our website, you agree to this Return & Refund Policy.


Thank you for shopping with Lyne. We appreciate your support.