LILY HILL FARM — RETURNS, REFUNDS & FRESHNESS GUARANTEE

Effective Date: August 12 2026

This policy is part of our Terms of Service.

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1. THE SHORT VERSION

We do not accept returns of food or opened skincare products. Once a perishable or personal-care product leaves our control, we cannot verify how it was stored and cannot lawfully resell it.

What we do instead: if a Product arrives in poor condition, is wrong, is missing, or does not meet our quality standard, we replace it or refund it. Tell us within the deadlines below and we will make it right.

2. NO RETURNS — PERISHABLE AND PERSONAL CARE

2.1 The following are final sale and non-returnable:

• all beef and other meat Products;
• any opened or used skincare Product;
• any Product that has been out of our custody, regardless of condition, except for an unopened skincare Product returned under Section 3;
• gift cards;
• deposits on beef share orders, except as stated in the Beef Share Purchase Terms;
• shipping charges, except as stated in the Shipping & Perishable Goods Policy.

2.2 Do not ship any Product back to us unless we ask you to. Unauthorized returns are discarded on arrival and are not refunded.

3. UNOPENED SKINCARE — 30-DAY RETURN

3.1 Notwithstanding Section 2.1, an unopened, unused skincare Product in its original, intact packaging may be returned within thirty (30) days of delivery for a refund of the purchase price.

3.2 Email contact@lilyhillcattle.com for a return authorization before shipping anything.

3.3 Return shipping is your responsibility unless the Product was incorrect or defective. Original shipping charges are not refunded.

3.4 Products showing signs of use, missing seals, or damaged packaging will not be refunded and will not be shipped back.

4. FRESHNESS AND QUALITY GUARANTEE

4.1 What we stand behind. If a beef Product is spoiled, off-smelling, improperly sealed, or otherwise not fit to eat when you open it, we will replace it or refund it.

4.2 Deadline.

• Arrival condition problems (warm, thawed, spoiled on delivery): report within twenty-four (24) hours of delivery. See Section 8 of the Shipping & Perishable Goods Policy.
• Quality problems discovered later (a package that was frozen on arrival but is spoiled or improperly sealed when opened): report within thirty (30) days of delivery and before the package's use-by or best-by date, whichever is earlier.

4.3 What we need. Order number, photographs of the Product and its label including the lot or pack date, and a description of the problem. Retain the packaging until we respond.

4.4 What this guarantee does not cover.

• Natural variation in marbling, color, fat content, cut size, tenderness, or flavor. Beef is an agricultural product and varies between animals. Not liking a cut is not a defect, though we still want to hear about it.
• Take-home weight on a beef share. Shares are sold at a fixed price, and quoted pound figures are estimates of yield that vary with your cut sheet. A total at or below the estimated range is not a shortage. See the Beef Share Purchase Terms, Sections 3 and 8.3.
• Freezer burn or discoloration that develops in your freezer.
• Product stored above 0°F, refrozen after full thaw, held past its use-by date, or handled contrary to the package instructions.
• Cooking results. We cannot warrant how a cut turns out.
• Dissatisfaction with a skincare Product's cosmetic result. Skin is individual; this is why we recommend patch testing.

5. WRONG, MISSING, OR DAMAGED ITEMS

Report a wrong, missing, or damaged item within seven (7) days of delivery with your order number and a photograph of what you received, including the packing slip. We will ship the correct item or refund it, at your election, at no cost to you.

6. HOW REFUNDS WORK

6.1 Approved refunds go back to the original payment method.

6.2 Allow 5–10 business days after approval for the credit to appear, depending on your bank.

6.3 We may issue store credit instead of a refund where you request it or where the original payment method is no longer valid.

6.4 Refunds are for the Product price. Shipping is refunded only where the failure was ours.

7. ORDER CANCELLATION

7.1 You may cancel an order before it enters fulfillment. Email us immediately; do not rely on a form.

7.2 Once a perishable order has been packed or a shipping label created, it cannot be cancelled.

7.3 Beef share deposits are governed by the Beef Share Purchase Terms and are non-refundable once an animal has been committed to your order.

8. CHARGEBACKS

Please contact us before disputing a charge with your bank. Nearly every issue is resolved faster by email than by chargeback, and a chargeback filed without contacting us first prevents us from replacing your order. We reserve the right to decline future orders from accounts with fraudulent or abusive chargeback activity, and to recover our costs where a chargeback is filed in bad faith.

9. ABUSE OF THIS POLICY

This guarantee is generous by design and rests on good faith. We may decline claims, limit remedies, or close accounts where a customer files repeated claims inconsistent with normal use, or where claims are unsupported by the required documentation. We will tell you plainly if we reach that point.

10. YOUR LEGAL RIGHTS

Nothing in this policy limits any right you have under applicable law that cannot be limited by agreement. Some states provide consumers with rights in addition to those described here.

11. CONTACT

contact@lilyhillcattle.com — include your order number in the subject line.