Returns & Refunds
Loungely Returns and Refunds Policy
At Loungely, we strive to provide our customers with the best shopping experience possible. We understand that sometimes you may need to return or exchange an item. Our Returns & Refunds policy outlines our commitment to you and your satisfaction.
We accept returns of unused and undamaged items within 48 hours of purchase. All returns must be accompanied by the original receipt and be in their original packaging.
You are only entitled to a refund if:
(a) the problem with the Product is major and in breach of a Consumer Guarantee; or
(a) a return is requested in writing within 48 hours of receipt of delivery (if there is no receipt of delivery, the delivery date will be deemed to be three Business Days after the date that the Product was dispatched);
(b) the Product is not a Custom made Order or a Clearance Item;
(c) the Product is not returned because of any fault or damage or due to your failure to properly measure items before purchasing the Product; and
(d) the Product is returned in accordance with this clause, including the conditions in clauses
You are liable for the Delivery Costs of both delivery and retrieval of any returned Product including for a Product that was purchased with Free Shipping. Where you are returning Products to us because of our failure to comply with a Consumer Warranty, we will cover the Delivery Costs of retrieving the returned Products.
Customers who are permitted to receive a refund will have the refund processed using the same Payment Processing and to the same bank card as used in making the Order.
Returns & Credits (Rugs)
Goods purchased may not be returned or exchanged unless found to be defective. A written notification of the proposed return of the defective goods must be received by Loungely within seven (7) days of the date of delivery of the goods and Loungely has agreed in writing to accept the return of the goods. Goods returned will not be accepted for return unless a written request for credit accompanies the goods upon return or prior written arrangements have been made with Loungely. No claims for loss or damage in transit or for shortage in quantity will be entertained unless notice is given in writing within seven (7) days from the date of delivery. Goods returned and accepted as defective will be credited at invoiced value or replaced. Loungely will not accept liability for any loss or damage to property of any nature in respect of any failure to deliver, or delay in delivery due to any cause of whatever nature not within the control of Loungely.
Our goods come with warranties that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and for 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.
Please choose carefully however as we do not refund simply for change of mind or circumstances.
Items, orders, and products that have been ‘made to order’ specific to your requirement are non-refundable and cannot be cancelled due to delays or other circumstances. In the instance your order has been delayed, orders cancellations and refunds are not available for customised items that are handmade.
We will issue a refund to the original form of payment for returns made within 7 days of purchase. Refunds will be issued within 5-7 business days of the return being received.
If an item arrives damaged, please contact us immediately. We will work with you to resolve the issue quickly and efficiently.
We will accept cancellations of orders prior to shipment (excluding custom orders). Please contact us as soon as possible if you need to cancel an order. (Your order can not be cancelled once your order is shipped) If you wish to cancel your order, before you have received it due to a change of mind – and the item has not been dispatched, the refund will be processed. All cancellations are subject to a restocking/cancellation fee – equal to 30% of the invoice total, which will be reduced from your refund total.
If for any reason we are unable to supply the goods any monies paid will be refunded to you. Please note that due to health regulations, all soft furnishing items, and mattress toppers are non-refundable unless faulty. We encourage you to make your selection carefully prior to your purchase.
If an order has been fulfilled, customers are required to cover the shipping costs that are raised. Furthermore, an 30% restocking fee is also required (against the total cost of the unit sold including taxes) Shipping promotions, or free shipping, that was used in the original order, is not applicable once a return is activated, and the full cost of shipping and handling will be payable by the customer for the return to proceed. This is inclusive of the cost to ship the item to you in the first place and the cost of shipping back to us.
Items returned must be in ‘new’ condition only, have not been assembled. This represents that the product has not been used in any way and is in ‘new’ condition. Items must be returned securely in their original packaging.
Non-returnable items excluded from all change of mind returns include:
Customised Products ‘made to order’
We will attend to your return enquiry within 5-7 business days of receiving it, and subject to confirming it is in ‘as-new’ condition, we will issue you with a refund via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse including the restocking fee as well.
Cooling off period
For custom-made orders, a cooling-off period applies and once the cooling-off period of 48 hours is completed the order cancellation fee of 35% of the total value applies.
Unless we otherwise stipulate all:
a. online transactions (“standard transactions”) require 100% payment.
b. orders on finance, are paid in conditions with the finance provider ; and
c. online transactions including related delivery and additional charges (if any) require payment in full at time of purchase.
d. custom sofa orders need a minimum 35% deposit and the rest is payable 2 weeks before delivery.
If you have any questions about our Refunds & Returns policy, please contact us via email firstname.lastname@example.org. We are always happy to help.