REFUNDS & EXHANGES POLICY
At Lou Lou Shop, we are committed to providing our customers with high-quality products and excellent service. We understand that sometimes things may not go as planned, and we want to ensure that our refund and exchange process is clear and in accordance with Australian Consumer Law.
No Refunds for Change of Mind
We do not offer refunds for change of mind. Please choose carefully before making a purchase, as we cannot provide a refund if you simply change your mind about the product.
Exchanges for Change of Mind
If you change your mind about a purchase, we are happy to offer an exchange for another item of equal or lesser value, provided the following conditions are met:
- The item is returned within 14 days of purchase.
- The item is in its original condition, unused, with all original packaging and tags intact.
- Proof of purchase (such as a receipt or order confirmation) is provided.
- The buyer is responsible for all postage costs associated with returning the item and sending the new item.
Faulty, Damaged, or Incorrect Items
In accordance with 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you receive an item that is faulty, damaged, or not as described, please contact us within 14 days of receipt. We will require:
Proof of purchase (such as a receipt or order confirmation).
A description and, where possible, photographic evidence of the fault or damage.
We will cover the cost of return postage for faulty, damaged, or incorrect items.
How to Request an Exchange or Report an Issue
To request an exchange or report a faulty, damaged, or incorrect item, please contact our customer service team at hello@louloushop.com.au. Include your order number, a description of the issue, and any relevant photographs.
Return Process
Once your exchange request or issue report has been approved, we will provide you with instructions on how to return the item.
For change of mind exchanges, you will need to cover the postage costs for returning the item to us and for us sending the new item to you.
For faulty, damaged, or incorrect items, we will cover the postage costs for the return.
Processing Time
Please allow up to 14 business days from the date we receive your returned item for your exchange to be processed or for your refund (where applicable) to be issued.
Contact Us
If you have any questions about our refunds and exchanges policy, please contact us at hello@louloushop.com.au. We appreciate your understanding and cooperation.