Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These rights do not end after a fixed number of days and apply for a reasonable period based on the product, price and circumstances.
For a major failure, you may be entitled to choose a refund or replacement. For a problem that is not major, we may provide a repair or replacement within a reasonable time. You may also be entitled to compensation for reasonably foreseeable loss or damage.
Faulty, unsafe, damaged or incorrect items
Use our contact form as soon as practical. Include your order number, a clear description and photographs or video where helpful. We aim to respond within 24 hours. We will assess the issue fairly and provide the remedy required by Australian Consumer Law.
When a return is required because an item is faulty, unsafe, damaged, incorrect or otherwise fails a consumer guarantee, Luloo Kids will cover reasonable return costs as required by law. Please wait for return instructions before sending an item.
7-day change-of-mind returns
You may request an eligible change-of-mind return within 7 calendar days after the tracking record shows delivery. Contact us within that period and wait for return instructions. The item must be unused, unwashed, undamaged, complete and in its original saleable packaging, with tags and seals intact.
Unless the product is faulty, unsafe, damaged, incorrect or otherwise fails a consumer guarantee, the customer is responsible for change-of-mind return postage and the parcel remains the customer’s responsibility until received at the nominated return address. We recommend tracked postage. A refund is issued after the returned item has been received and inspected.
Change-of-mind exclusions
Where permitted by law and disclosed before purchase, change-of-mind returns are not available for personalised products, final-sale products, gift cards, or opened hygiene, feeding, personal-care, underwear or other sealed goods that cannot safely be resold. These exclusions never remove rights for a product that fails an Australian Consumer Law guarantee.
Proof of purchase and product assessment
We may ask for reasonable proof of purchase and enough information to identify and assess the product. A remedy may not be available where the problem was caused by misuse, failure to follow instructions, abnormal use or damage occurring after delivery, unless another legal right applies.
Refunds
Approved refunds will be issued to the original payment method through Wix and Stripe. Your bank or payment provider may need additional time to display the funds after the refund has been processed.