Returns and Refunds Policy

Change of mind returns

We offer a 30-day change-of-mind return period, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a change-of-mind return:

• Items must be unused, unworn and unwashed
• All original tags must be attached
• Items must be returned in original packaging where possible
• Proof of purchase and order number are required

To start a return, please submit a return request via our returns portal or contact us at returns@lenelly.com. Returns sent without prior approval will not be accepted.

Please note:

• Original shipping charges are non-refundable for change-of-mind returns
• Return shipping costs are the responsibility of the customer

We recommend using a tracked shipping method, as Lenelly cannot be responsible for items lost or damaged in return transit.

Faulty, damaged or incorrect items

Please inspect your order upon delivery. If you receive an item that is faulty, damaged, or incorrect, contact us as soon as possible at returns@lenelly.com so we can assess the issue and arrange a resolution.

Where an item is deemed faulty, damaged, or incorrect:

• Return shipping costs will be covered by Lenelly
• You will be offered a refund, replacement, or repair in accordance with Australian Consumer Law

This applies to full-price and sale items.

Sale items

Sale items are final sale for change of mind and are not eligible for refunds or exchanges unless they are faulty, damaged, or incorrect as required under Australian Consumer Law. Customers in the European Union have additional rights set out in the European Union section below.

Exchanges

We do not offer direct exchanges. If you would like a different item, size or colour, please return your original item for a refund (if eligible) and place a new order once your return has been approved.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be processed to your original payment method
• Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider

If more than 15 business days have passed since approval, please contact us at returns@lenelly.com.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. For a major failure, the choice between a refund and a replacement is yours.

International customers

If your order is shipped outside Australia, you are welcome to use our 30-day change-of-mind return process on the same terms set out above, with return shipping at your own cost. Any taxes or duties paid on import are non-refundable. Customers in the European Union also have the statutory rights set out below.

European Union customers

If you are a consumer in the European Union, you have a statutory right of withdrawal that applies in addition to the returns process above. This right is not limited by our standard change-of-mind return conditions.

• You have 14 days from the day you receive your order to tell us you wish to withdraw, without giving a reason.
• You can do this using the withdrawal function on our website, by completing the model withdrawal form, or by a clear statement to returns@lenelly.com.
• After notifying us, you have a further 14 days to send the goods back.
• You may handle the items to check their nature, characteristics and function, as you would in a shop. We may reduce your refund if their value is diminished by handling beyond what was necessary.
• We will refund the price of the items plus the cost of standard delivery on your original order. If you chose a faster delivery option, we refund up to the cost of our standard delivery option.
• Return shipping costs are your responsibility.
• We will issue your refund within 14 days of being informed of your decision. We may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever is earlier.
• This right applies to sale items as well as full-price items.

This statutory right is separate from, and in addition to, the change-of-mind and faulty item processes described above.