top of page

Refund Policy

Refund Policy

1. Introduction

We are committed to customer satisfaction and compliance with Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth). This Refund Policy outlines when and how you can request a refund for purchases made through our online store. It should be read in conjunction with our Return Policy, which details the process for returning items.

2. Consumer Guarantees Under Australian Consumer Law

Under the ACL, you are entitled to consumer guarantees for goods purchased from us, including that goods are:

  • Of acceptable quality (e.g., safe, durable, free from defects, and fit for purpose).

  • As described on our website.

  • Fit for any disclosed purpose.

  • Delivered within a reasonable time.

If a product fails to meet these guarantees, you may be entitled to a refund, replacement, or repair, depending on the nature of the issue (see Section 4). These statutory rights cannot be excluded, restricted, or modified by our policy.

3. Refunds for Change of Mind

In addition to your ACL rights, we offer refunds for change-of-mind returns, subject to the following conditions:

  • Timeframe: You must request a refund within 7 days of receiving the product.

  • Condition: The product must be unused, in its original packaging, and in the same condition as when delivered.

  • Proof of Purchase: You must provide proof of purchase (e.g., order confirmation or receipt).

  • Return Costs: You are responsible for return shipping costs unless the return is due to our error (e.g., incorrect or faulty item).

  • Exclusions: The following items are not eligible for change-of-mind refunds:

    • Custom or personalised products.

    • Perishable goods (e.g., flowers).

    • Items marked as non-returnable at the time of purchase (e.g., clearance items).

    • Gift cards or digital products.

For approved change-of-mind refunds, we will issue a refund to the original payment method or offer store credit, at our discretion, once the returned item is received and inspected.

4. Refunds for Faulty, Damaged, or Incorrect Items

If a product is faulty, damaged, not as described, or fails to meet ACL consumer guarantees, we will provide a remedy as follows:

  • Major Failure: If the issue constitutes a major failure (e.g., the product is significantly defective, unfit for purpose, or substantially different from its description), you may choose a full refund, replacement, or repair.

  • Minor Failure: If the issue is minor and can be remedied, we may repair or replace the product at no cost to you. If repair or replacement is not feasible, you may be entitled to a refund.

  • Incorrect Items: If you receive the wrong item, we will provide a refund or the correct item, and we will cover all associated shipping costs.

  • Damaged Items: If the item arrives damaged, please contact us within [insert timeframe, e.g., 7 days] of receipt with photos of the damage. We will provide a refund or replacement, including covering return shipping costs.

To request a refund under this section, please follow the return process outlined in our Return Policy and contact us with details of the issue and proof of purchase.

5. Refund Process

To request a refund:

  1. Contact Us: Notify us at sales@littlehouseofwoo.com.au or a SMS to: M. +61 427 036 053 within the applicable timeframe, specifying the reason for the refund (e.g., change of mind, faulty, or incorrect item).

  2. Return the Item: Follow the return instructions provided in our Return Policy. For ACL-related refunds (e.g., faulty or incorrect items), we will cover return shipping costs.

  3. Inspection: Once we receive and inspect the returned item, we will notify you of the refund approval or rejection within [insert timeframe, e.g., 5-10 business days].

  4. Refund Issuance:

    • Refunds will be issued to the original payment method unless otherwise agreed.

    • For change-of-mind refunds, the refund amount excludes original shipping costs unless stated otherwise.

    • For ACL-related refunds (e.g., faulty or incorrect items), the refund will include all associated costs (e.g., original and return shipping).

    • Refunds may take [insert timeframe, e.g., 5-10 business days] to process, depending on your payment provider.

6. Non-Refundable Items

In addition to the exclusions in Section 3, refunds will not be provided for:

  • Items damaged due to misuse, neglect, or improper handling.

  • Items where the issue is not covered by ACL consumer guarantees and does not qualify for a change-of-mind refund.

7. Contact Us

If you have questions about refunds or need assistance, please contact us:

8. Complaints

If you believe we have not met our obligations under the ACL, you may lodge a complaint with us directly. If we cannot resolve your concern, you may contact the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au or your state/territory fair trading office.

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our processes or legal requirements. The updated policy will be posted on our website with the revised date.

Last Updated: August 18, 2025

bottom of page