Refund Policy

1. Overview
This policy explains how we handle refunds, returns, and exchanges for purchases made on loatzy.com.

2. Consumer Guarantees (Faulty or Misdescribed Products)

  • Under the Australian Consumer Law, you are entitled to a remedy if our goods fail to meet consumer guarantees. ACCC+1

  • For a major failure (serious defect, unsafe, significantly different from description), you may choose between a refund, replacement, or repair. ACCC

  • For a minor failure, we may offer a free repair instead of a refund, but in some cases a replacement or refund may also be offered.

3. Change of Mind Returns

  • We may accept returns for change of mind, at our discretion. (You can decide whether or not to offer this.)

  • If we do accept change-of-mind returns:

    • You must notify us within [X] days of receiving the item.

    • The item must be returned in its original condition (packaging, tags, etc.), unless otherwise agreed.

    • You are responsible for the cost of returning the item, unless otherwise stated.

4. Return Process

  • To request a return, please contact us at [your email] with your order number, details of the item(s), and reason for return.

  • We will review your request and, if approved, provide instructions for how to return the product.

  • Please keep proof of postage when returning products.

5. Refunds

  • Refunds will be processed by the same method you used to pay (e.g., credit card, PayPal), unless otherwise agreed. ACCC

  • For returns due to fault, we will also refund reasonable return/postage costs, unless the fault is minor and repair is chosen. ACCC

  • If the goods were delivered with a fault, and you return them, we may ask for the return shipping cost to be reimbursed (depending on your location and the nature of the fault).

6. Exclusions
We may refuse a refund, return, or exchange if:

  • The product shows signs of misuse, neglect, or damage not due to a defect.

  • The return is outside the time window in our change-of-mind policy (if you changed your mind).

  • The product is custom-made or personalised, unless faulty.

7. How Long Refunds Take

  • Once we receive your returned item, we will inspect it and notify you that we have done so.

  • If a refund is approved, we will process it within [X] business days.

  • The time it takes for the refund to reach you depends on your payment provider (e.g., bank, card issuer).

8. Contact for Returns
For all returns or refund requests, please email: [your returns email]
Include:

  • your order number

  • the item(s) you want to return

  • reason for return (faulty, changed mind, etc.)

  • photos, if relevant (especially for faults)

9. Changes to This Policy
We may update this Refund & Returns Policy from time to time. The latest version will always be available on our website. Your continued use of our site after changes means you accept the updated policy.