Refund and Returns Policy

Scope of This Policy

This Refund and Returns Policy applies to products sold directly by Delookies as well as products sold by third-party sellers through the Delookies marketplace.

Refund and return processes may differ depending on whether the product was sold by Delookies or a Marketplace Vendor. Where a product is sold by a third-party Vendor, the Vendor is responsible for handling refunds and returns in accordance with Australian Consumer Law.

Change of Mind Returns

Due to the perishable, handmade, and custom-made nature of our products, we do not offer refunds or returns for change of mind, including but not limited to:

• Ordering the wrong product
• No longer wanting the item
• Incorrect address supplied at checkout
• Delays caused by the recipient being unavailable

This does not affect your rights under Australian Consumer Law, including your right to a refund or remedy where a product is faulty, unsafe, or not as described.

Faulty, Damaged or Incorrect Products

You may be entitled to a refund, replacement, or other remedy if a product:

• Is faulty or unsafe
• Is damaged in transit
• Is not as described
• Does not meet acceptable quality standards under Australian Consumer Law

To help us assess the issue, you may be asked to provide supporting evidence such as photographs and order details.

Refunds for Delookies Products

For products sold directly by Delookies, Delookies is responsible for assessing and processing refunds, replacements, or remedies in accordance with Australian Consumer Law.

Due to the nature of our products, refunds are generally only provided where a product is:

• Faulty
• Damaged
• Unsafe
• Not as described

Where appropriate, Delookies may offer a replacement, store credit, or refund.

Refunds for Marketplace Products

For products sold by Marketplace Vendors, the relevant Vendor is responsible for handling refunds, replacements, and returns in accordance with Australian Consumer Law.

Delookies facilitates the transaction and may assist with communication between customers and Vendors; however, Delookies is not responsible for approving or processing refunds for Marketplace products, unless required by law.

Marketplace products are clearly identified on the product page.

Notification Timeframes

If there is an issue with your order, you must notify us within a reasonable time after becoming aware of the issue.

What is considered a reasonable time depends on the nature of the product and the issue, in line with Australian Consumer Law.

Refund Processing

Once a refund is approved:

• Refunds will be issued using the original payment method, where possible
• Processing times may vary depending on the payment provider
• Shipping costs are generally non-refundable unless required under Australian Consumer Law

Dispute Resolution

If you are unable to resolve a refund or return issue directly with a Marketplace Vendor, you may contact Delookies for assistance.

Delookies may request supporting information and facilitate communication between parties but does not guarantee a specific outcome.

All disputes are handled in accordance with Australian Consumer Law.

Australian Consumer Law

Nothing in this Refund and Returns Policy excludes, restricts or modifies any consumer guarantees, rights or remedies available under the Australian Consumer Law or any other applicable law that cannot be excluded.

Contact Us

If you have any questions about refunds or returns, please contact us at:

Email: [email protected]