Refunds Policy

Returns and Refunds Policy

Last updated: 30 August 2026

At Lorne the Label, we want you to be satisfied with your purchase. This policy explains our voluntary change-of-mind returns process and your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. 14-Day Change-of-Mind Returns

We offer a voluntary 14-day change-of-mind return period.

You must contact us within 14 days of receiving your order if you wish to return an eligible product.

Once your return request has been accepted and you have received the return instructions, you must send the product within a further 14 days.

To request a return, contact:

Email: info@lornethelabel.com

After reviewing your request, we will provide you with the correct return address and instructions.

Please do not return products without contacting us first, as products sent to an incorrect address may not reach the appropriate fulfilment centre or be identifiable as your return.

This voluntary change-of-mind policy is separate from your rights concerning faulty or incorrectly supplied products under the Australian Consumer Law.

2. Change-of-Mind Return Conditions

To qualify for a change-of-mind return, the product must:

  • Be unused and unworn

  • Be clean and undamaged

  • Show no signs of wear

  • Be free from odours, stains, makeup, or other marks

  • Have all original tags attached, where supplied

  • Be returned in its original packaging where reasonably possible

We reserve the right to refuse a change-of-mind return or reduce the refund where a product has been used, damaged, or handled beyond what is reasonably necessary to inspect it.

These conditions do not apply in the same way when a product is faulty or fails to meet a consumer guarantee under the Australian Consumer Law.

3. Return Procedure

To request a return:

  1. Email info@lornethelabel.com.

  2. Include your order number.

  3. State which product you wish to return.

  4. You may provide a reason for the return, although this is optional for a change-of-mind return.

  5. Wait for confirmation and return instructions from our customer service team.

  6. Send the product to the provided return address within 14 days of receiving approval.

We strongly recommend using a tracked shipping service and keeping your postage receipt until your return has been completed.

Lorne the Label is not responsible for change-of-mind returns lost in transit.

4. Return Address

Lorne the Label works with international logistics and fulfilment partners.

Depending on the product and the fulfilment centre from which your order was shipped, the applicable return address may be located outside Australia, including at an international fulfilment centre in China.

The correct return address will be provided after your return request has been reviewed.

Products sent to an incorrect address or without the provided return instructions may be delayed, lost, or unable to be processed.

For faulty products, we will provide return instructions consistent with your rights under the Australian Consumer Law.

5. Return Shipping Costs

For approved change-of-mind returns, return shipping costs are the responsibility of the customer unless we agree otherwise.

The cost will depend on the selected carrier, parcel size, and destination of the return.

Original shipping charges are not refundable for change-of-mind returns unless otherwise stated or required by law.

If we confirm that a product is faulty, damaged, incorrectly supplied, or otherwise fails to meet a consumer guarantee, we will reimburse reasonable return shipping costs where required under the Australian Consumer Law.

Please keep your postage receipt so these costs can be assessed and reimbursed where applicable.

6. Faulty, Damaged, or Incorrect Products

If you receive a faulty, damaged, or incorrect product, please contact us as soon as possible at:

info@lornethelabel.com

Where possible, please contact us within 48 hours of delivery and include:

  • Your order number

  • A clear description of the issue

  • Clear photographs of the product

  • Photographs of the packaging

  • A photograph of the shipping label

The 48-hour notification request does not limit your statutory rights under the Australian Consumer Law.

We may assess the product before providing a remedy.

If the product has a major problem, you may be entitled to choose between a refund or replacement. If the problem is minor, we may provide a repair, replacement, or another appropriate remedy in accordance with the Australian Consumer Law.

7. Refunds

Once your return has been received and inspected, we will email you with the outcome.

If your return is approved, the refund will normally be issued to the original payment method.

Refunds are generally processed within 5 to 10 business days after approval. Your bank or payment provider may require additional time before the funds appear in your account.

For change-of-mind returns, the refund applies to the purchase price of the approved returned products, excluding any non-refundable shipping costs.

For remedies provided under the Australian Consumer Law, the refund will include any amounts required by law.

8. Products Excluded From Change-of-Mind Returns

For hygiene, health, or customisation reasons, the following products cannot be returned for change of mind where they have been opened, unsealed, worn, used, or personalised:

  • Personalised or customised products

  • Gift cards

  • Products that cannot hygienically be resold after opening or use

  • Made-to-order products where this was clearly disclosed before purchase

These exclusions do not apply where a product is faulty, unsafe, incorrectly described, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

9. Refused or Uncollected Parcels

If a parcel is refused or not collected from a collection point and is consequently returned to our logistics partner, we may deduct the actual return and processing costs from any change-of-mind refund, where permitted by law.

No deduction will be made where doing so would conflict with your rights under the Australian Consumer Law.

10. Order Cancellations

We process orders as quickly as possible.

An order may only be cancelled if it has not yet been processed or prepared for shipment by our fulfilment centre.

Please contact us immediately if you wish to request a cancellation. We cannot guarantee that cancellation will still be possible.

Once an order has been processed, this Returns and Refunds Policy will apply.

11. Incorrect Delivery Address

Customers are responsible for providing complete and accurate delivery information.

If an incorrect address is supplied and the order has already been processed or shipped, additional delivery, redirection, or return costs may be charged to the customer where permitted by law.

Please contact us immediately if you notice an error in your delivery information.

12. Contact Us

Do you have questions about this policy or wish to request a return?

Please contact:

Lorne the Label

Email: info@lornethelabel.com

We aim to respond to all emails within one business day.