top of page

Refund Policy

Last updated: August 2025
 

Your Rights Under Australian Consumer Law

At LSDesign, we respect your rights under Australian Consumer Law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
 

Types of Refunds
1. Faulty or Defective Products

You are entitled to a full refund if:

  • The product has a major fault or defect

  • The product doesn't match the description

  • The product is not fit for its intended purpose

  • The product fails to meet consumer guarantees under Australian Consumer Law

Process:

  • Contact us immediately at Lucy.lsdesign@gmail.com

  • Provide your order number and describe the issue

  • Include photos if applicable

  • We'll arrange return shipping at no cost to you

  • Full refund processed within 7 business days of receiving the returned item
     

2. Change of Mind (Voluntary Returns)

We offer change of mind refunds within 14 days of delivery if:

  • The product is unused and in original condition

  • All original packaging, tags, and accessories are included

  • The product is not a custom or personalized item

  • You contact us within 14 days of delivery

Process:

  • Email Lucy.lsdesign@gmail.com with your order number

  • State that you wish to return for change of mind

  • Return shipping costs are your responsibility

  • Refund processed within 7 business days of receiving the returned item in acceptable condition

Items NOT eligible for change of mind returns:

  • Custom or personalized products

  • Products that have been used or damaged

  • Products without original packaging

  • Hygiene products or intimate items
     

3. Non-Delivery

If your order doesn't arrive:

  • Contact us if your order hasn't arrived within the expected timeframe

  • We'll investigate with our shipping providers (Australia Post/DHL)

  • If confirmed lost, we'll offer a replacement or full refund

  • Timeframe for investigation: up to 14 business days for domestic orders, up to 28 business days for international orders
     

4. Wrong Item Sent

If we send the wrong product:

  • Contact us immediately at Lucy.lsdesign@gmail.com

  • We'll arrange collection of the wrong item at no cost to you

  • We'll send the correct item or process a full refund

  • Expedited shipping will be used for replacement items
     

Refund Process
How to Request a Refund

  1. Email us at Lucy.lsdesign@gmail.com with:

    • Your order number

    • Reason for refund request

    • Photos (if applicable)

    • Preferred resolution (refund, exchange, or replacement)

  2. We'll respond within 24-48 hours with:

    • Confirmation of your refund request

    • Return instructions (if applicable)

    • Expected timeframe for resolution

  3. Return the item (if required):

    • Pack securely in original packaging

    • Include all accessories and documentation

    • Use provided return label or shipping instructions

  4. Refund processing:

    • We inspect returned items within 2 business days

    • Refunds processed within 7 business days of approval

    • Refund issued to original payment method
       

Refund Methods

Stripe Payments:

  • Refunds are processed back to your original payment method

  • Processing time: 5-10 business days (depending on your bank)

  • You'll receive email confirmation of the refund

Failed Payment Methods:

  • If we cannot refund to your original payment method, we'll contact you

  • Alternative arrangements may include bank transfer or store credit
     

Partial Refunds

Partial refunds may be issued in the following circumstances:

  • Items returned not in original condition due to customer handling

  • Items returned after the 14-day change of mind period (at our discretion)

  • Missing accessories or packaging

  • Items showing signs of use beyond normal inspection
     

International Orders

Additional considerations for international customers:

  • Return shipping for faulty items will be covered by LSDesign

  • Return shipping for change of mind returns is customer's responsibility

  • Customs duties paid on original shipment are non-refundable

  • Refunds are processed in Australian Dollars (AUD)

  • Currency conversion rates may affect the refund amount received
     

Exchange Policy

We offer exchanges for:

  • Different sizes (if available)

  • Different colors/variations (if available)

  • Faulty products

Exchange process:

  • Follow the same process as refunds

  • Specify your preferred exchange item

  • We'll arrange the exchange once we receive your returned item

  • Additional shipping costs may apply for international exchanges
     

Processing Timeframes

Our commitment to you:

  • Email response: Within 24-48 hours

  • Return authorization: Within 24 hours of request

  • Inspection of returned items: Within 2 business days of receipt

  • Refund processing: Within 7 business days of approval

  • Refund to appear in account: 5-10 business days (bank dependent)
     

Refund Exclusions

We cannot provide refunds for:

  • Products damaged by misuse or normal wear and tear

  • Products returned after 30 days (except for consumer guarantee claims)

  • Custom or personalized items (unless faulty)

  • Digital products (if applicable)

  • Products returned without prior authorization
     

Shipping Costs

Refund of shipping costs:

  • Faulty products: Original shipping refunded

  • Wrong item sent: Original shipping refunded

  • Change of mind: Original shipping not refunded

  • Return shipping: Customer pays for change of mind returns
     

Contact Information

For all refund-related inquiries, please contact:

LSDesign Email: Lucy.lsdesign@gmail.com Phone: 0429 910 272 Address: 55 Gilbert St, Ovingham SA, Australia

Business hours for refund processing: Monday - Friday: 9:00 AM - 5:00 PM (ACST)
 

Dispute Resolution

If you're not satisfied with our response to your refund request:

  1. Contact us again to discuss the matter further

  2. You may lodge a complaint with your state/territory consumer protection agency

  3. You can contact the Australian Competition and Consumer Commission (ACCC)

  4. Seek advice from your local consumer advocacy service
     

Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on our website with an updated revision date. Continued use of our services after changes indicates acceptance of the updated policy.

This policy works in conjunction with our Terms and Conditions and Privacy Policy. Your statutory rights under Australian Consumer Law are not affected by this policy.

bottom of page