Returns & Refund Policy - Lavender Living
Our Returns & Refunds Policy details how we process your returns and circumstances in which a store credit or a refund is issued.
We would love nothing more than for you to be happy with your purchase but understand that sometimes item/s are returned due to change of mind or due to being defective.
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from us. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined time-frame. The Australian Consumer Law, however does recognise that the relevant time period may vary by product depending on the nature of the goods, the price paid and any representations made about the goods.
Our policy, including the change of mind limits, do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
Please note, where our system has flagged your transaction as fraudulent, or where we suspect a fraudulent activity (i.e. placing an order, then not collecting it or keeping the order but requesting a chargeback) we may not process a refund as per our general time frame. We will request further proof as to your identity including your driver's licence, further communication with your payment provider, or any other information we deem relevant.
Change of Mind Returns
You will receive a store credit only if the returned items satisfy the conditions listed in this Return Policy.
Can I return an item/items due to Change of Mind?
Yes, but conditions apply.
We will accept returns on some of our products* provided they are posted back to us within 10 business days from the date you have received your parcel.**
*The following products cannot be returned due to change of mind: cosmetics, food and beverages, wellness products, fragrances, eye-wear, underwear, period underwear, menstrual cups, reusable sanitary pads, medicinal products or vitamins, feminine hygiene products, sale or clearance products or gift cards.
** To ensure a product is not exposed to conditions which might impact on its quality and future resale.
Can I return an item bought on sale due to Change of Mind?
We are unable to accept returns on sale and clearance items if you change your mind, unless product is faulty.
We do not accept a change of mind on a product marked as sale/clearance at the time of purchase if a product has been tampered with by any means.
How do I return an item if I have changed my mind about it?
A. You must notify us first before sending item/s back to us by filling out this form.
B. The item/items must be:
-
In the same condition as purchased;
-
Unused;
-
Unopened;
-
With the seal intact (where applicable); and
-
Not tempered with by any means.
All the above conditions need to be met before a store credit can be issued.
All return shipping charges are the responsibility of the customer alone. We do not refund the original postage costs or return postage costs for a change of mind, nor do we offer store credits in lieu of the original postage cost.
If you would like the returned item/s replaced, the additional shipping costs will be charged to you. Goods must be returned before a replacement is dispatched so please get in touch with us first.
If a product being returned was part of a bundle offer, all items within the bundle must also be returned as per the conditions listed above or the value of the unreturned items will be deducted from any available refund.
If a product you wish to return is purchased with a gift or bonus offer, the gift or bonus must also be returned, unless otherwise stated by us. If you are unable to return the gift or bonus or it is not in the conditions listed above, the value of any available refund will be reduced by the value of the gift or bonus, in full or in part.
Returns if product is faulty
In an unlikely event that a product purchased is faulty, please get in touch with us here.
How do I return a faulty item?
You must notify us first before sending item/s back to us by filling out this form.
Once we have received the return, we will inspect a product and where applicable, i.e. a product has not been tampered with, process your refund.
How long before I receive my refund?
We will process your refund within 1-2 days after receiving the product. Please note, it may take up to 7 business days for your banking provider to process the return back into your account. To get the exact time frame on this please contact your bank.
FAQ
My parcel arrived damaged or I have received an incorrect Item/s what can I do?
All parcels are digitally recorded to ensure your item is shipped sans damage. However, if you receive your order damaged/faulty or an incorrect product, please contact us as soon as possible and return the items within the time-frame mentioned in this policy. Ideally, please attach photos where applicable. We do not refund for natural wear and tear or for damage caused intentionally to products received.
Once received, we will inspect the product/s and if a product is found to have a problem we will issue you with a refund.
You must notify us first before sending item/s back to us by filling out this form.
My parcel arrived damaged do I get a refund or a replacement?
Once we have processed your refund request it is up to you to decide how would you like to proceed with your refund request. We can either refund you or send you the replacement item (i.e a replacement item would be the same product, at the same price as it was at the time of the original purchase).
Returns due to allergic reaction
You know your body best. If in doubt about ingredients listed or need a medical advice please consult your preferred medical practitioner prior to using products you suspect might cause you an allergic reaction. We cannot accept returns for a product used that you have sensitivities to or are allergic to. However, we are happy to answer any questions about our products, so please get in touch.
Who pays for return shipping?
All return shipping charges are the responsibility of the customer where a product is returned due to change of mind. We recommend you choose tracking option when returning your parcel to ensure it arrives back and is not misplaced, otherwise we will be unable to process your request unless the goods are received by us.
All items must be packed well to avoid damage in transit. We cannot accept returns in padded bags or poor packaging that could lead to product/s getting damaged in transit.
My item arrived damaged but is now out of stock on your website. Will I get a refund?
If your item of choice is returned to us due to being damaged or faulty, and in the meantime is no longer in stock you can either choose to get a refund or wait for the item to be back in stock. Generally you would receive the new item within 7-10 business days.
I did not collect my parcel in time, what happens next?
All our parcels are sent with live track in details, and you will receive information when the parcel is on its way or on-board for delivery. If your parcel is returned to us, because you failed to collect the parcel within specific time frame, we will treat it as change of mind. As such, there are two options available to you:
1. Re-posting the parcel back to you - You will be charged for a new postage cost, even if your original order qualified for a free postage, or
2. You will be issued with a store credit (value of the products purchased, excluding postage costs if the order qualified for free shipping).
Returns Process
1. Please familiarise yourself with the list of items which are non-returnable.
2. Notify us of your wish to return a product/s by completing this form.
3. You will receive an email once your Return Request has been approved.
4. You will receive another email detailing our returns process together with our Return Address or containing a Pre-paid postage slip. Package your item/s as per the details above and send it back to us within the time-frame stated in this Policy.
5. Once we have received your item/s, we will inspect them and notify you of whether or not your refund has been approved or rejected.
6. If your return is approved you will receive an email confirmation and a store credit or a refund where applicable.
7. If your return is rejected we will detail the reason behind our decision.
If you have any other queries regarding returns, please contact our customer care team.
Fraudulent or Non-Collected Orders
All orders are sent via Australia Post, with tracking and signature upon delivery, for all first time customers, or where a customer has requested so.
You will receive a tracking number once your order has been shipped and timely updates from Australia Post regarding the whereabouts of your order (i.e. "in transit", "on-board for delivery", "delivered", "attempted delivery", "pick up location"). You will also receive an email and a text message from us, in form of a reminder.
If you have missed a delivery, there is a 10 day period (10 business days) to collect your order from your local post office. If you fail to collect your order, the order will be returned to us. All such orders will be treated under our change of mind policy, and you will be given store credit only.
Please note, you will need to contact us before your order can be re-sent. You will be expected to pay the new postage costs, even if the original order qualified for free shipping.
If you request a refund of the order that has been returned to us, we will issue you with a store credit only.
CHANGES TO OUR RETURNS & REFUNDS POLICY
We reserve the right to change, and/or modify our Returns & Refunds Policy at any time and without notice to you.