We hope you love your new purchase, but on the off chance that you don’t, we’ve made our exchange & returns process simple, easy and hassle free.
Should you wish to return an item purchased, all we ask is you follow these simple guidelines:
To organise a product return or exchange, visit the Returns section of your account. Please note postage and handling will apply for exchanges. See also Afterpay.
Our credit notes are valid for 12 months from the date of issue. Credit notes can be redeemed when placing an order with your Lorraine Lea Independent Stylist, and/or in a home styling event. Please note credit notes are not transferable and cannot be used to purchase gift vouchers or reverted to a refund.
The return of an item(s) purchased for a refund may be accepted at the discretion of Lorraine Lea.
To organise a product return or exchange, visit the Returns section of your account.
Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or any drop in value of the product (if you choose to keep it).
If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund. Further information is available at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
Merchandise returned under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase.
Our Customer Support team are unable to review any used items via email or phone. All items must be physically returned either via mail or in person to your Independent Stylist to be processed, in accordance with the process detailed below.
The return of an item(s) where a customer has ordered incorrectly or has changed their mind may be accepted at the discretion of Lorraine Lea. Item(s) must be returned within 30 days from the dispatch date.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Every now and then a manufacturing fault may occur. In this instance, you are entitled to a replacement or refund for 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. Please contact your Independent Stylist or our Customer Support team as soon as you discover the fault, advising of the faulty item, a description of the fault and the order number. You will be provided with a Reply Paid address.
Further information is available at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
Lorraine Lea gift cards cannot be returned if you change your mind. They also will not be exchanged for another denomination or tender such as cash. Lorraine Lea in accordance with the law provide gift cards with a 3 year validation. Please note that Lorraine Lea is not responsible for and is unable to replace gift cards which are lost or stolen.
Afterpay doesn’t support change of mind or product exchange.
If a customer decides to return goods to Lorraine Lea and request a refund, they directly arrange the return with Lorraine Lea Customer Support, ensuring the goods are returned according to the Lorraine Lea returns policy. Unless Afterpay are notified by Lorraine Lea Customer Support that a return and refund is in progress, they will continue to process any automatic payments in accordance with the dates set out in the customer payment schedule. Until such time that Lorraine Lea Customer Support has confirmed the return of the goods and has issued a refund to Afterpay for those goods, the customer will remain liable to Afterpay for the full payment of the goods, in accordance with the payment schedule.
Lorraine Lea is a member of the Direct Selling Australia and subscribes to the DSA Code of Practice – directselling.org.au