Refund policy

This policy applies to purchases made from us via our website.

 

  1. General

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law (ACL) and on the terms set out in this policy.

 

  1. The Australian Consumer Law

The ACL provides consumer guarantees which protect consumers when they buy products and services. The Red Light Lab complies with the ACL. If there is any inconsistency between this policy and the ACL, then the ACL will prevail. Further information about the ACL and the consumer guarantees is available on the Australian Competition and Consumer Commission website.

If a product or service purchased from us has a major failure, then you may be entitled to a replacement or repair.

If a failure with the product or service does not amount to a major failure, you may be entitled to have the product repaired or replaced, or the service redelivered.

In the event that a product purchased fails to meet one or more consumer guarantees under the ACL, we shall bear any cost of shipping the returned product back to us, as well as any cost of shipping any repaired or replacement product. 

 

  1. Change of mind

We do offer refund or exchange for a change of mind following the shipment of a product. In any case, return shipment of the product/s are to be paid for by the customer, and in original condition. 

We may in sole discretion refuse to provide a refund or exchange for a change of mind depending on the circumstances.

Return requests must be lodged to us within 14 days of receiving the item.

Items made to order are not eligible for return or refund. 

All sale items are final and are not eligible for return or refund. Sale items may be returned at the sole discretion of The Red Light Lab.  

  1. Products damaged during delivery

In the event that the product ordered has been damaged during delivery through no fault of your own, please contact us as soon as possible.

Any damaged product must be returned unused and in the condition in which it was received, together with any packaging and other items received with the damaged product.

We will arrange to collect the damaged product and offer to replace it, or to refund you, provided that you have contacted us within 24 hours of delivery of the damaged product.

 

  1. Response Time

We aim to process any requests for repairs, replacements or refunds within 10 working days of receipt.

 

  1. Refund payments 

We pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

To be eligible for a refund, repair or replacement, you must provide proof of purchase to our reasonable satisfaction and may be required to provide identification.

Refunds for services will only be provided in circumstances where the services have not yet been performed.

If we agree to provide a refund or exchange for change of mind, then you are responsible for the costs of the original product being returned and any exchange product being delivered.

 

  1. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

  • You misused the said product in a way which caused the problem.
  • You knew or were made aware of the problem(s) with the product or service before you purchased it.
  • You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
  • Any other exceptions apply under the Australian Consumer Law.

 

  1. Contact Us

For all enquiries, or if you wish to speak to us about this policy or about any refund, repairs or replacements, please contact us at info@theredlightlab.com