Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. This excluded free gift with purchase.

We are do not cover return postage or shipping costs on complimentary items nor any resend on free gifts. Its up to the discretion of the owner whether a free gift qualifies for a resend parcel, if approved the resend parcel postage will be paid by the buyer.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Exempt from returns: non-returnable items: 
Gift cards

To complete your return, we require a receipt or proof of purchase, or order number

Please do not send your purchase back to us without first arranging this return:

Exempt from returns: 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

Refunds (if applicable)
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 applicable)
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.

Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
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 customerservice@lucyfox.com.au and send your item to: Returns Dept, LUCYFOX 145 Great Southern Road Bargo NSW 2574, Australia.

Shipping
To return your product, you should mail your product to: Returns Dept, LUCYFOX 145 Great Southern Road Bargo NSW 2574, Australia.

You will be responsible for paying for your own shipping costs for returning your item, unless we determine a different course of action over email or phone communication Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.