Lucolove Returns Policy

Integriness Pty Ltd trading as Lucolove (ABN 74 144 928 101) (“Lucolove”, “we”, “us” or “our”) wants you to be happy with your purchase. This policy explains how cancellations, change-of-mind returns and returns of faulty or incorrect products are handled.

This policy should be read together with our Website Terms. Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply for the period that it would reasonably be expected for a product to remain of acceptable quality. They are not limited by our 30-day change-of-mind return period.

Cancelling an order

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we will make reasonable efforts to cancel it and provide a full refund. We cannot guarantee that an order can be cancelled once it has entered the packing or dispatch process.

If we are unable to cancel the order, you may request a change-of-mind return after receiving it, subject to the conditions below.

Change-of-mind and incorrect-size returns

You may return a product because you changed your mind, ordered the wrong size or decided that it is unsuitable, provided that:

• you contact us within 30 days after the product was delivered;

• the product is unused, unworn and in a resalable condition;

• the product has not been washed, altered or damaged;

• all tags remain attached, where applicable;

• the product is returned with its original packaging and accessories, where reasonably possible; and

• you provide proof of purchase.

Dog vests and other wearable products may be carefully tried on to check the fit. They must not have been used on a walk or worn for any purpose other than checking the fit, and must be returned clean and free from pet hair, marks, odours or other signs of use.

Unless required by law, we may decline a change-of-mind return if these conditions are not met.

Once the returned product has been received and inspected, we will provide your choice of:

• a refund of the price paid for the product; or

• an exchange, subject to availability.

Original delivery charges are not refundable for change-of-mind or incorrect-size returns, unless required by law. If an entire order is returned, we will refund any standard delivery charge where we have expressly agreed to do so or where required by law.

You are responsible for the cost and risk of returning a change-of-mind or incorrect-size product to us. If you request an exchange, you may also be required to pay the cost of delivering the replacement product.

We recommend using a tracked delivery service, as we cannot process a return that does not reach us.

Faulty, damaged or incorrect products

If you believe that a product is faulty, damaged, unsafe, significantly different from its description, or is not the product you ordered, please contact us as soon as reasonably possible. Please provide your order details and, where possible, photographs or a description of the problem.

We may ask you to return the product so that we can assess it. In some cases, we may be able to resolve the matter using the information and photographs you provide and may not require the product to be returned.

A product returned because of a suspected fault does not need to be in its original packaging. We may, however, ask you to provide reasonable proof of purchase.

If the product has a major problem under the Australian Consumer Law, you may choose a refund or replacement. If the problem is minor, we may choose to repair the product, replace it or provide a refund. If a minor problem cannot be fixed within a reasonable time, you may be entitled to a different remedy under the Australian Consumer Law.

Rights relating to faulty products are not limited to 30 days. The applicable period depends on factors including the nature, price and expected life of the product.

Damage caused after delivery

A repair, replacement or refund will not ordinarily be available where our reasonable assessment shows that the problem was caused by misuse, accidental damage, abnormal use, failure to follow care or safety instructions, or ordinary wear and tear rather than a defect or other failure to meet a consumer guarantee.

This does not limit any rights you may have under the Australian Consumer Law.

Return costs for a suspected fault

If we ask you to return a product that can be posted or easily returned, you may initially need to pay the return postage.

If our assessment confirms that the product is faulty, damaged on arrival, incorrect or otherwise fails to meet a consumer guarantee, we will reimburse your reasonable return postage costs. Please keep your postage receipt.

If our assessment reasonably determines that the product is not faulty and that the issue was caused by misuse, accidental damage or another circumstance for which we are not responsible, we will not reimburse the return postage. We will contact you to discuss returning the product to you, which may be at your expense.

Where a faulty product is large, heavy or difficult to return, please contact us before arranging delivery so that an appropriate return or collection method can be agreed.

Refunds

Approved refunds will be issued to the original payment method unless we agree with you to another method.

Please allow a reasonable period for the refund to be processed. The time taken for the funds to appear in your account may depend on your bank or payment provider.

How to request a return

Please contact us before sending a product back. Include:

• your name and order number;

• the product you wish to return;

• the reason for the return; and

• photographs or other relevant information if the product is faulty, damaged or incorrect.

We will provide return instructions and the applicable return address. Products sent without contacting us first may take longer to identify and process.

One-year Lucolove product warranty

In addition to your rights under the Australian Consumer Law, Lucolove provides a one-year warranty against defects in materials or workmanship.

If a product develops a defect within one year after its delivery while being used normally, for its intended purpose and in accordance with any supplied care, fitting and safety instructions, please contact us to make a warranty claim.

We may ask you to provide:

• your order number or other proof of purchase;

• a description of the problem;

• photographs or video showing the problem; and

• the product itself, if reasonably required for assessment.

If our reasonable assessment confirms that the product is covered by this warranty, we will replace it at no charge. If the same product is unavailable, we may offer a reasonably comparable replacement or a refund of the price paid.

This warranty does not cover:

• accidental damage;

• damage caused by misuse, neglect or abnormal use;

• incorrect fitting or use contrary to the product instructions;

• chewing, scratching or other damage caused by an animal;

• unauthorised alterations or repairs;

• failure to follow care, cleaning or storage instructions;

• normal wear and tear; or

• cosmetic deterioration that does not affect the product’s intended function.

We may resolve a claim using the information and photographs you provide and may not require the product to be returned.

If we require the product to be returned, you may initially need to pay the return postage. If the product is confirmed to be covered by this warranty, we will reimburse your reasonable return postage costs. Please keep your postage receipt.

If the product is found not to be defective or the problem is excluded from this warranty, we will not reimburse the return postage. We will contact you about returning the product to you, which may be at your expense.

The benefits provided by this warranty are in addition to other rights and remedies available to you under the Australian Consumer Law. Those rights may continue after this one-year warranty has expired.

Warranty provider and claims

This warranty is provided by:

Integriness Pty Ltd trading as Lucolove
ABN 74 144 928 101
Business address: Suite 1/ 220 The Entrance Road, Erina NSW 2250
Telephone: (02) 4313 1668
Email: support@lucolove.com

Warranty claims may be submitted using the contact details above or through our website contact form at https://lucolove.com/contact/.