We are committed to providing our customers with high-quality products and customer experience. If you have any issues with your item at all, please reach out to us and we will try our best to resolve your queries. We try to be as flexible as possible with returns and exchanges, but we also need to bear in mind the hygiene factors that may affect products that we sell.
Overview
Our refund and returns policy lasts 30 days from the purchase of your items. If 30 days have passed since your purchase, we unfortunately can’t offer you a full refund or exchange for hygiene reasons.
The items must be returned to us in a saleable condition, ie the items must be unworn, unused, and unwashed with original tags attached.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be returned with the original packaging and gifts/promotional material that may have been included in your package.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to our factory without first contact us to arrange return postage. Items returned without first contacting us may not be able to be processed.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- A restocking fee for returned or cancelled orders may be subtracted from your refund amount, totalling our reasonably incurred processing fees and other associated costs with handling your return or order cancelation.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at twopetals@lepritchard.com.au.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at twopetals@lepritchard.com.au.
Shipping returns
To return your product, you should mail your product to: 8 Trinity Way, Pakenham VIC 3810. Please contact us prior to posting your items to us to verify that we are able to accept the return. Items returned without first contacting us may not be able to be processed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. A restocking fee of $9 is applicable for the return of goods where no shipping fee had been charged.
We are able to assist you with creating a return label at a discounted price – please ask us if you would like to arrange this and we’d be happy to generate a shipping label for you.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at twopetals@lepritchard.com.au for questions related to refunds and returns.