Refund policy

Refund & Exchange Policy

Thank you for supporting Le Lovinter Boutique. We take pride in providing high-quality traditional clothing and accessories. Please read our Refund & Exchange Policy carefully before making a purchase.

This policy applies alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

Your Consumer Rights

Under the Australian Consumer Law, you may be entitled to a remedy if goods do not meet the consumer guarantees.

Depending on the circumstances:

  • You may be entitled to a refund or replacement where there is a major failure.
  • You may be entitled to have goods repaired, replaced or otherwise remedied where there is a failure that does not amount to a major failure.
  • You may be entitled to compensation for reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

Your rights under the ACL apply regardless of whether an item is on sale, custom-made, personalised or subject to our change-of-mind policy.

Faulty, Damaged or Incorrect Items

If you receive an item that is:

  • Faulty or defective;
  • Damaged;
  • Incorrect;
  • Significantly different from its description; or
  • Otherwise does not meet a consumer guarantee,

please contact us as soon as reasonably possible so we can assist you.

Please provide:

  • Your order number;
  • A description of the issue; and
  • Clear photographs of the item, where appropriate.

We may ask you to provide the item so that we can assess the issue and determine the appropriate remedy.

Depending on the circumstances and your rights under the ACL, the appropriate remedy may include:

  • Repair;
  • Replacement; or
  • Refund.

Where the goods have a major failure, you may be entitled to choose a refund or replacement.

Where the failure does not amount to a major failure, we may be entitled to choose the appropriate remedy, such as repair or replacement, in accordance with the ACL.

Where a return is required because the goods do not meet a consumer guarantee, we will cover or reimburse reasonable return costs in accordance with the ACL.

Change of Mind

If you simply change your mind about a purchase, Australian Consumer Law does not generally require us to provide a refund.

However, as a goodwill policy, we accept exchanges or store credit within 14 days of receiving your order, provided that the item:

  • Is unworn and unused;
  • Has not been washed;
  • Has all original tags attached;
  • Is in its original packaging, where applicable; and
  • Is in resaleable condition.

We do not offer refunds for change-of-mind purchases.

Customers are responsible for reasonable return shipping costs for change-of-mind exchanges.

This change-of-mind policy does not affect your rights under the Australian Consumer Law where an item does not meet a consumer guarantee.

Custom-Made & Personalised Items

Due to the nature of custom-made and personalised products, we do not accept change-of-mind returns or exchanges for:

  • Custom-made garments;
  • Personalised items;
  • Altered clothing; or
  • Special-order products.

This exclusion applies only to change-of-mind returns and does not affect any rights or remedies you may have under the Australian Consumer Law, including where the goods do not meet a consumer guarantee.

Hygiene Items

For hygiene reasons, we do not accept change-of-mind returns or exchanges for:

  • Earrings;
  • Hair accessories that have been worn; or
  • Items that have been worn, washed, stained or exposed to perfume, smoke, deodorant or makeup.

This exclusion does not affect your rights under the Australian Consumer Law where the product does not meet a consumer guarantee.

Sale & Clearance Items

Sale and clearance items are subject to the same consumer guarantees under the Australian Consumer Law as full-price items.

Sale or clearance items are not eligible for change-of-mind refunds or exchanges, unless otherwise stated by us.

If a sale or clearance item does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and the nature of the failure.

Return Process

To request a return or exchange, please contact us with:

  • Your full name;
  • Order number;
  • Reason for the return; and
  • Photos, where the item is faulty, damaged or incorrect.

Please contact us before returning an item so that we can provide the appropriate return instructions.

We may require an item to be returned for assessment where appropriate.

Refund Processing

Where a refund is approved, it will generally be processed using the original payment method, unless otherwise agreed.

Once we have processed the refund, the time for the funds to appear in your account may vary depending on your bank, card issuer or payment provider.

Where a refund is required under the Australian Consumer Law, we will process the refund in accordance with your applicable consumer rights.

Contact Us

If you have any questions regarding our Refund & Exchange Policy or believe that an item does not meet a consumer guarantee, please contact us through our website, email or social media channels.

We are committed to handling returns and consumer guarantee claims fairly and in accordance with Australian law.

Thank you for choosing Le Lovinter Boutique and for supporting our business.