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Returns Policy

Under Australian Consumer Law customers have the right to ask for a replacement or refund if the product fails to meet the consumer guarantee.

Consumer guarantees do not apply if you:

  • got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
  • misused a product in any way that caused the problem
  • knew of or were made aware of the faults before you bought the product
  • asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted

The team at The Laboratory know you’ll love your new purchase but if for some reason you aren’t will happily accept your return for store credit or a refund subject to the conditions below. Your item(s) can be returned within 14 days of ordering your purchase, provided they are unworn, in their original condition with all tags still attached.

If you have multiple orders to return, please complete and pack each return separately. Consolidating your orders might cause delays in processing your return.

Change Of Mind

At The Laboratory we understand that sometimes things don’t fit the way you had hoped and as such we are happy to offer you a refund or exchange for change of mind on full priced merchandise.
The following change of mind timeframes apply:

  • Return period: 14 days from date of order. 

Subject to the Consumer Guarantees outlined below, merchandise returned for change of mind within the above timeframe can be returned for an exchange or full refund subject to the following conditions:

  • Proof of purchase is accompanied with the returned merchandise.
  • The merchandise is unworn, unwashed, unused and in its original condition with all tags still attached.
  • Return postage is the responsibility of the customer.

Our change of mind policy does not apply to the following merchandise:

  • Earrings, hair pieces, underwear and swimwear
    Due to hygiene reasons, earrings, hair pieces, underwear and swimwear are unable to be returned for change of mind.

Returning Faulty items

When returning or exchanging a faulty or incorrectly described item, The Laboratory will arrange return postage on your behalf or refund postage costs upon presentation of receipt/s. This is subject to inspection by The Laboratory prior to sending goods back to us. Should you need further assistance regarding this process, please contact our customer service team.

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