Returns Policy

RETURNS POLICY

All returns need to be initiated within thirty (30) days of receiving your order. Once your return is approved, you are required to send the items back to us within seven (7) days.

Some items may not be eligible for return, please see below for more information. 

We cannot offer change of mind returns for International orders outside of Australia or New Zealand. 

FULL PRICE ITEMS

Items purchased at full price are eligible for a refund, less the shipping costs incurred by us to send you the item. Your return must meet the following terms and conditions:

  • You must notify us via email (info@lullabyloungers.com) within thirty (30) days of receipt of your order. 
  • The returned item must be in its original condition, unused and with packaging intact (i.e packaging bags with tags attached and any filling tips cards).
  • Item is not a gift voucher.

Upon receiving your email with a request to return your item, we will respond with instructions and our return shipping address. The return shipping costs are at the customer expense. The item must then be returned to us within seven (7) business days. We cannot offer exchanges. If you wish to receive a different colour or item, please place a new order. 

No returns will be accepted after the thirty (30) day window has passed.

Once we have received your return, please allow five (5) business days for our team to review the product to ensure it meets the conditions. Refunds can only be processed back to the original method of payment.

We recommend that you arrange tracking with your courier/postage service for your return as any items lost in transit cannot be eligible for a return.

Original shipping costs are not refundable.

Please note, personalised items do not qualify for a change of mind return even when full price is paid, so we ask that you please choose carefully when purchasing a personalised item. 

 

If you use a discount code this policy does not apply to you - you will only be eligible for a store credit. Store credit is valid for twelve (12) months from the date of issue.  

FAULTY ITEMS

In the unlikely event that you receive a faulty item, please send an email to (info@lullabyloungers.com) with a description and image/s of the fault, along with your full name and order number for further review.

We have a six (6) month faulty claims period (please note: this excludes general wear and tear). In accordance with Australian Consumer Law, if a minor problem is found with the product, we can choose to give you a free repair instead of a replacement, or a store credit. When you have a major problem with a product, you have the right to ask for your choice of a replacement, store credit, or refund. 

As per the ACC guidelines, the consumer is responsible for paying the return shipping costs for items that they believe to be faulty. Please retain your postage receipt as we will refund these postage costs if your item is assessed as being faulty following our in-house review. Once we have received your return, please allow five (5) business days for our team to review the product and contact you with the outcome of the assessment. 

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund 

Please note that we are unable to provide pre-paid return labels for international customers.

Please note that items which have been damaged as a result of incorrect use, care or general wear are not considered to be faulty.

Any sensitivity to an item scent from new product manufacturing and packaging is considered normal, will dissipate with time, and does not constitute a product fault. 

 

CANCELLATIONS + AMENDMENTS

Please take care when placing your order, as we are unable to cancel or make amendments to an order after it has been placed. Any details which are entered incorrectly at the time of ordering are the responsibility of the customer. We are a small company and our teams can sometimes work independently, which means we may not review an email regarding any amendments or cancellations prior to an order being dispatched. 

Amendments include:

  • Change of shipping address
  • Applying discounts/gift cards
  • Full order cancellations
  • Adding and/or removing items from the order
  • Change of product colour

 

To make an exchange or return, please wait until you receive your order and follow the instructions applicable above.

All discussions and comments with our customer service are based on availability and prices at the date/time of the communication and can change without notice. 

COLOUR VARIATIONS

Despite every effort to provide accurate images of the colour, there are a number of factors which may result in the images you see online varying from the colour in real life. 

  • Amount of natural light
  • Editing techniques 
  • Screen quality and resolution