Refund and Return Policy

Effective date: 25 August 2026

This Refund and Return Policy applies to purchases made from Lake Woods & Coolibah, located at 16 McRae Street, Elliott NT 0862, Australia. It should be read together with our Terms of Service, Shipping Policy and Terms of Sale.

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

If a product has a major failure, you may reject it and choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If a failure is minor, we may choose to repair or replace the product or provide another appropriate remedy within a reasonable time. If we do not remedy a minor failure within a reasonable time, additional remedies may become available.

A major failure may arise where a product is unsafe, substantially unfit for its normal purpose, significantly different from its description or sample, or affected by a problem that would have prevented a reasonable consumer from purchasing it had they known about the problem.

2. Proof of Purchase

We may request reasonable proof of purchase, such as an order confirmation, receipt, payment record or other information identifying the transaction. If the original receipt is unavailable, we will consider other reasonable evidence of purchase.

Original packaging is not required when you exercise a right under the Australian Consumer Law, although retaining packaging may help protect the product during return delivery.

3. Voluntary 30-Day Change-of-Mind Returns

In addition to your statutory rights, we offer a voluntary change-of-mind return period of 30 calendar days from the date the product is delivered.

To qualify for a voluntary change-of-mind return, the product must:

• be unworn, unused, unwashed and unaltered;
• be in resalable condition;
• have its original tags attached, where supplied;
• be free from marks, odours, cosmetics, pet hair or other signs of use; and
• be accompanied by reasonable proof of purchase.

This voluntary policy does not limit your rights concerning faulty, unsafe, damaged, misdescribed or otherwise non-compliant products.

4. Change-of-Mind Exclusions

Unless faulty or otherwise covered by a non-excludable consumer guarantee, voluntary change-of-mind returns are not available for:

• earrings or pierced jewellery;
• underwear, hosiery or other intimate products;
• swimwear without an intact hygiene seal;
• opened cosmetics or personal-care products;
• personalised, monogrammed, altered or made-to-order products;
• gift cards;
• products clearly identified as final sale before purchase; or
• products worn, washed, used, altered or damaged after delivery.

5. Sale and Promotional Products

Sale products may be returned under our voluntary policy unless clearly identified as final sale before purchase. Sale and final-sale wording does not affect remedies for faulty, unsafe, damaged, incorrect or misdescribed products.

6. Faulty, Damaged or Incorrect Products

Please inspect your order after delivery. If you believe an item is faulty, damaged, unsafe, materially different from its description or not the product ordered, contact us as soon as reasonably possible.

Provide your order number, a description of the issue and, where reasonably available, photographs showing the product, packaging and delivery label. Photographs can assist our assessment but do not replace your statutory rights.

7. How to Request a Return

Before sending a voluntary return, contact returns@lakewoodsandcoolibah.com.au or telephone +61 8 5550 0862. Include your name, order number, the products concerned and the reason for the return.

Authorised returns should be sent to:

Lake Woods & Coolibah
Returns Department
16 McRae Street
Elliott NT 0862
Australia

Authorisation under our voluntary policy does not guarantee approval if the returned product does not satisfy the stated conditions. Products sent without sufficient identifying information may take longer to process.

8. Return Shipping Costs

For an eligible voluntary change-of-mind return, you are responsible for return shipping costs and the risk of loss or damage in transit. We recommend using a trackable service and retaining the shipping receipt.

If a product is faulty, damaged, incorrect or otherwise fails to comply with a consumer guarantee, we will bear reasonable return costs where required by law. Contact us before incurring substantial expenses so that an appropriate return method can be arranged.

9. Inspection

We aim to inspect returned products within five business days after receipt. Complex consumer-guarantee claims may require additional assessment time.

If a voluntary return shows unreasonable use, damage or a condition inconsistent with this policy, we may refuse the voluntary return. This does not affect any remedy required by law.

10. Refund Method and Timing

Approved refunds will normally be issued to the original payment method. We aim to initiate the refund within five business days after approval. Your payment provider or financial institution may require additional processing time.

We will not require you to accept store credit where the Australian Consumer Law entitles you to a monetary refund.

11. Original Shipping Charges

Original standard shipping charges will be refunded where required by law, including where an entire order is properly rejected because of a qualifying failure.

For voluntary change-of-mind returns, original shipping charges are generally non-refundable. If only part of an order is returned voluntarily, the original shipping charge will not normally be refunded.

12. Partial Refunds

A partial refund may be offered by agreement where appropriate, including where you choose to retain a product affected by a minor issue. We will not impose a partial refund where another remedy is required by law.

13. Exchanges

Exchanges are subject to stock availability. The fastest option may be to return the eligible product and place a separate order. Any price difference will be collected or refunded as applicable.

14. Store Credit

Store credit may be offered as an optional remedy for an eligible voluntary return. Any expiry date or material condition will be disclosed when the credit is issued. Store credit will not replace a statutory refund entitlement without your agreement.

15. Final-Sale Products

Products clearly marked as final sale are not eligible for voluntary change-of-mind returns. Final-sale wording does not exclude remedies for faulty, unsafe, damaged, incorrect or misdescribed products.

16. Returned-to-Sender Orders

If an order is returned because the supplied address was incorrect, incomplete, inaccessible, refused or uncollected, we will contact you. Reasonable return or redelivery costs may apply unless the return resulted from our error or another circumstance for which we are responsible.

17. Missing or Delayed Deliveries

A delivery delay does not automatically mean a parcel is lost. Contact us if tracking has not progressed within a reasonable time. We will work with the carrier and provide any remedy required under applicable law.

18. Delayed Refunds

If you have received confirmation that a refund was processed but the funds have not appeared, check with your financial institution. If its advised processing period has passed, contact us for assistance.

19. Contact

Returns email: returns@lakewoodsandcoolibah.com.au
Customer support: support@lakewoodsandcoolibah.com.au
Telephone: +61 8 5550 0862
Address: 16 McRae Street, Elliott NT 0862, Australia
Hours: Monday to Friday, 9:00 AM to 5:00 PM ACST, excluding Northern Territory public holidays