Your rights under Australian law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy if a product is faulty, unsafe, significantly different from its description or does not do what we said it would do.
This policy does not limit or replace any rights or remedies you have under the Australian Consumer Law.
Problems with an order
Please contact hello@lollilabz.com.au as soon as reasonably possible and include your order number, a description of the problem and clear photographs where helpful. We may ask for proof of purchase and may need to assess the item before confirming the appropriate remedy.
If the product has a major problem, you may choose a refund or replacement as provided by law. If the problem is minor, we may choose to repair the item, replace it or provide another remedy within a reasonable time. We will cover reasonable return delivery costs when a product fails to meet a consumer guarantee.
Damage during delivery
If an item arrives damaged, keep the product and packaging and contact us promptly with photographs. This helps us assess the damage and raise a carrier enquiry. Delivery damage does not remove your rights under the Australian Consumer Law.
Change of mind
We are not required to provide a refund or exchange when you simply change your mind. For an eligible non-personalised standard product, we may approve a change-of-mind return if the item is unused, undamaged and in suitable condition. Contact us before returning anything. Approval is at our discretion. You are responsible for safe return delivery and its cost, and original delivery charges may not be refundable for an approved change-of-mind return.
Personalised and custom products
Because personalised and custom products are made specifically for you, we do not accept change-of-mind returns or returns caused by customer-supplied spelling, colour, image, size or design choices. Please check all details carefully before submitting your order.
This exclusion does not apply when a personalised or custom product fails to meet a consumer guarantee, including when we make an error or the product is faulty.
Refund timing
Approved refunds are issued to the original payment method where practical. Bank and payment-provider processing times may apply after we submit the refund. We will explain any alternative arrangement if the original payment method is unavailable.