Refund Policy and Exchange Policy
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from I Luv Lollies. In accordance with Australian Consumer Law, if the item has a major failure, you may reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.
Where a warranty claim is granted any refund will include all delivery and related costs for the product. Where a non warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you. Please allow up to 30 days for a refund to be processed.
Returns Policy for retail and trade customers:
1. Refunds for faulty or incorrect items (must send photos of the damaged items)
1.1 If we send you the incorrect product.
If the product we have sent to you is completely incorrect and not a close substitute, we will either (A) Refund you for the value of the originally ordered item, or (B) send you a replacement. (must send photos of the incorrect items)
1.2 If we send you a faulty product.
If a product is shipped to you in faulty condition. We will either (A) Refund you for the value of the good, or (B) Send you a replacement, (must send photos of the damaged items)
2. Damaged during shipment
If you’re parcel is damaged during shipping, we ask that you don’t sign with the courier and contact our customer service team as soon as possible. The customer service team will either (A) Refund you for the value of the good, or (B) Send you a replacement. (must send photos of the damaged items)
2.1 Sendle Courier – Free Insurance – return to sender policy
If your parcel is sent with Sendle and you receive goods that are damaged as a result of mishandling by the Sendle Couriers, we ask that you don’t sign for acceptance from the courier. The insurance provided by Sendle, will cover your order being fully replaced.
2.2 Sendle Couriers – ATL policy
As we take full responsibility for packages being sent to our customers, we will no longer offer ‘Authority To Leave’.
3. Delivery Insurance:
If you receive any damaged, incorrect or faulty goods, we will refund or replace the items. However, in many cases, we will choose to refund, rather than replace. If you have chosen Delivery Insurance, we will replace your items, rather than refunding.
Returns time frames
1. Non perishable items can be exchanged within 30 days.
2. Perishable products are not able to returned or refunded. All seasonal items cannot be returned or refunded unless faulty.
3. Damaged products, or products not in saleable condition, can not be returned.
To make a claim, the item(s) must be returned to our service desk at the I Luv Lollies warehouse.
If you’d like to return the products in person, please speak with customer service at front desk.
If items are to be shipped to warehouse, please print the label we will send you and attach to carefully packed carton. Any products damaged during shipping, will not be refunded or returned.
Kindly be aware that for any inquiries regarding refunds or damaged goods, it is necessary to provide images of the products in question, showcasing their damage, defects, or inaccuracies. Without the receipt of these images, we regret to inform you that we will be unable to move forward with the process.
Our contact details can be found on the contact us page
All returns and exchange enquiries are dealt with within 14 days.
Hot weather issues:
Australia can be a hot place! I Luv Lollies cannot take responsibility for products damaged in transit due to extremes in temperature, nor will we replace said product. If questions arise as to perishability, please contact us and we will do our best to provide guidance.
In the event that a product is received in unusable condition, for reasons other than extremes of temperature, a claim must be submitted within five (5) days after physical receipt of merchandise as determined by postal tracking. In the event that a claim is submitted after the stated time period, we will not be able to issue credit nor refund product.
Sale, Discount Coupon or On Special Products
No exchange or refund will be given for sale, coupon discount or on-special products. If a product is exchanged the cost of shipping is paid by the customer.
We do not give refunds on “change of mind” or “accidental ordering“, an online voucher to the value of your order minus fees will be issued.
We do not give refunds on Afterpay or Zip money and PayPal orders, we offer a store credit for these payment options.
A $5.00 refund administration fee will be charged on all approved refunds.
Please note: No refunds will be giving on the grounds of estimated shipping costs and times.
If you wish to request a refund, please fill in this form and submit your request.