Refund policy

1. Your Consumer Guarantee Rights
1.1 Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL), which is enforced by the Australian Competition and Consumer Commission (ACCC).
1.2 Our products come with guarantees that cannot be excluded. If an item is faulty, not of acceptable quality, not fit for its stated purpose, or does not match its description, you are entitled to a remedy. For a major failure you may choose a refund or replacement. For a minor failure, we will repair or replace the item at our discretion.
1.3 These rights apply regardless of any discount, sale or clearance status, and regardless of the time limits set out below.
1.4 Where an item fails a consumer guarantee, you are not responsible for return postage, and any refund includes the original shipping charge.

2. Exchanges
2.1 We accept change-of-mind exchanges within 60 days of purchase. Items must be unused, in original condition, with all packaging intact.
2.2 To request an exchange, email orders@littlehumanlinens.com.au with your order number and details of the exchange.
2.3 We credit the price you paid toward your replacement. Where the replacement is priced higher, including a different colour or item that has returned to full price, you pay the difference.
2.4 If the replacement is of lesser value, we will refund the difference to your original payment method where the exchange is requested within 30 days of purchase. After 30 days, the difference is not refundable.
2.5 You are responsible for return shipping on change-of-mind exchanges. This does not apply where the item is faulty (see clause 1.4).

3. Returns (Change of Mind)
3.1 If our sheets aren't for you, you can request a refund within 30 days of purchase. Items must be unused, in original saleable condition, with all packaging intact.
3.2 To receive a full refund (less original shipping costs), all items in the order must be returned, including any gift or promotional products.
3.3 Any items not returned are deducted from the refund total.
3.4 For a partial refund (where only some items are returned), eligibility for any order discounts, gifts or promotional items is recalculated based on the value of the items kept.
3.5 Where you keep a gift or promotional item you no longer qualify for, the value of that item is deducted from the refund.
3.6 Where change-of-mind items are returned not in saleable condition, we will offer to return them to you at your cost or donate them on your behalf, and a refund will not be provided. This clause does not apply to faulty items.
3.7 To request a return, email orders@littlehumanlinens.com.au with your order number. Returns must be posted within 7 days of requesting the return.
3.8 You are responsible for return shipping on change-of-mind returns. This does not apply where the item is faulty (see clause 1.4).

4. Returns Outside 30 Days
4.1 We do not provide change-of-mind refunds after 30 days of purchase.
4.2 We will provide a remedy after 30 days where an item fails a consumer guarantee (see clauses 1.2 and 5). Consumer guarantee rights are not capped at the 30-day change-of-mind window and apply for a reasonable time given the nature of the product.

5. Faulty Items
5.1 If you discover a fault, contact us as soon as possible. We may request photographs, or ask that the item be returned for inspection, before providing a remedy.
5.2 Faults arising from workmanship (such as sewing defects) or material breakdown not caused by misuse are covered. Depending on whether the failure is major or minor, you are entitled to a refund, replacement or repair in line with clause 1.2.
5.3 Damage caused by misuse or improper care, including the use of abrasives, puncturing the fabric, direct heat (such as a hot tumble dryer), or harsh chemicals, is not a fault and is not covered.
5.4 Where an item is confirmed to fail a consumer guarantee, we cover return postage and any refund includes original shipping (see clause 1.4).

6. Gifts
6.1 For security and payment-processing reasons, refunds are issued to the original payment method only. We cannot provide refunds by cash, or to any other method or person.
6.2 If an item was given to you as a gift, we can provide a store credit for its value, or refund the original purchaser if you prefer.
6.3 Where a gifted item is faulty or otherwise fails a consumer guarantee, the rights under clause 1 apply. You may choose a replacement, or a store credit for the item's value. If you request a refund, it can only be processed to the original payment method used at purchase (see clause 6.1), which means it is returned to the original purchaser.

7. Sale & Clearance Items
7.1 Sale items are on a temporary markdown for a limited period. After the sale ends, the price returns to full RRP. Our standard returns and exchange policy applies to sale items.
7.2 Clearance items are permanently reduced, usually end-of-line or discontinued stock, and the price does not return to full RRP. Clearance items are clearly marked as clearance on the product page and are final sale.
7.3 Items discounted through bundles, welcome or referral offers are neither sale nor clearance, and our standard returns and exchange policy applies to them.
7.4 We do not accept change-of-mind exchanges or refunds on clearance items. This does not affect your rights under clause 1.
7.5 Where we have given you incorrect sizing advice via our size tool, direct message or email, we will exchange a clearance item for the correct size within 14 days of delivery, and we cover return postage. Where the correct size is higher priced, you pay the difference between the price you paid and the clearance price of the correct size. Where the correct size is lower priced, we refund the difference.
7.6 Bundles cannot be split. A bundle is treated as a single product for exchanges and returns, and must be returned or exchanged in full.
7.7 Items purchased during a promotional sale are also subject to our Sale Terms & Conditions. Where the Sale Terms specify different return or exchange windows or conditions, those terms apply to that purchase and override the windows set out in this policy.

8. Return Shipping
8.1 To return an item, contact us for a return shipping address.
8.2 For change-of-mind returns and exchanges, you are responsible for return shipping costs, and original shipping is non-refundable. Where you receive a refund, original shipping is deducted from the refund.
8.4 Returned items remain your responsibility until they are received by us. We strongly recommend using a trackable, insured shipping service. We cannot issue a refund or exchange for items that are lost or damaged in transit and do not reach us.

If you have any questions about this policy, contact us at support@littlehumanlinens.com.au.