Refund policy

Return and Refund Policy

Last updated: 27 July 2025

We stand behind the quality of our products and are committed to providing a transparent and fair return process, in accordance with Australian Consumer Law.

Change of Mind

We do not accept returns for change of mind. Please choose carefully before purchasing.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please email us at info@thelotion.com.au within 7 days of delivery. Include:

  • Your full name

  • Order number

  • Clear description of the issue

  • Photos showing the fault/damage

We will assess and advise next steps. If a replacement or refund is approved, we will cover return shipping costs for the faulty item.

Eligibility for Returns

To be eligible for a return, your item must be:

  • Unused, unopened, and in its original condition

  • Returned within 14 days of delivery

  • Accompanied by your proof of purchase

We reserve the right to refuse returns that do not meet the above conditions or are received outside the return period.

Returns that do not meet these criteria will not be accepted.

Customer Responsibility

If a return is approved:

  • You are responsible for ensuring the product is securely packaged, clearly labelled, and returned at your own cost unless otherwise agreed

  • All return parcels must be tracked. We are not responsible for lost or untracked items

  • Refunds are only processed after the returned goods are received, inspected, and confirmed as eligible

Refund Processing

Once your return is approved and received, your refund will be processed to your original payment method within 5–10 business days. We will notify you by email once the refund has been initiated.

Please note:

  • Shipping costs (original and return) are non-refundable unless the item is faulty

  • Refunds can only be issued to the original payment method

  • We do not offer exchanges

Shipping Delays or Delivery Issues

We do not issue refunds for delays caused by Australia Post or other carriers. Once dispatched, the parcel becomes the responsibility of the postal service.

For all return queries, please contact us at: info@thelotion.com.au