Returns, Refunds & Cancellations Policy

Where the Australian Consumer Law applies to a purchase, goods supplied by Lepack come with consumer guarantees that cannot be excluded.

Depending on the circumstances and the nature of any failure, a customer may be entitled to a repair, replacement, refund or other remedy available under the Australian Consumer Law.

Any time limits, restocking fees, packaging requirements or exclusions applying to change-of-mind returns under this policy do not limit any rights or remedies available under the Australian Consumer Law.

Lepack is not required to provide a refund or exchange where a customer:

• changes their mind;
• orders the incorrect product or quantity;
• finds the product cheaper elsewhere;
• no longer requires the product;
• experiences a change in its business requirements or operations; or
• otherwise decides it no longer wants goods that were correctly supplied and are not faulty.

However, Lepack may, at its discretion, approve a change-of-mind return.

Requests for a change-of-mind return must normally be made within 7 days of delivery.

No goods should be returned without prior approval from Lepack.

Where Lepack agrees to accept a change-of-mind return, the goods must:

• be unused;
• be unopened and in their original packaging;
• be undamaged;
• be complete with all accessories, instructions and components;
• be in a clean and saleable condition; and
• be capable of being resold by Lepack as new stock.

The customer is responsible for the cost and risk of returning change-of-mind goods to Lepack unless otherwise agreed in writing.

Original delivery charges are not refundable for change-of-mind returns.

Approved change-of-mind returns may be subject to a restocking and handling fee of up to 20% of the value of the returned goods.

No restocking fee will be charged where a remedy is required under the Australian Consumer Law.

Unless Lepack expressly agrees otherwise in writing, change-of-mind returns will not be accepted for:

• food or beverage products;
• perishable or short-dated products;
• products with limited shelf life;
• opened cartons, packets or containers;
• personal hygiene or personal-care products where packaging has been opened;
• clearance, discontinued or run-out stock;
• special-order or non-stock products;
• products purchased specifically for a customer from a supplier;
• customised, personalised or branded products;
• made-to-order products;
• products that have been used, installed, altered or assembled;
• products that cannot safely or commercially be resold; or
• any product specifically identified as non-returnable before purchase.

These exclusions apply to change-of-mind returns only and do not exclude rights or remedies that may apply under the Australian Consumer Law.

Customers purchasing food, beverages, perishable products or goods with a limited shelf life should carefully consider required quantities before ordering.

Unless the goods are faulty, incorrectly supplied, fail to meet an applicable consumer guarantee or Lepack otherwise agrees in writing, such products cannot be returned because they are no longer required or because the customer’s circumstances have changed.

Where the remaining shelf life of a product is material to the customer’s intended use, customers are encouraged to contact Lepack before ordering if a particular minimum shelf life is required.

Customers should inspect deliveries promptly after receipt.

Visible freight damage, shortages or incorrectly supplied goods should be reported to Lepack as soon as practicable and preferably within 48 hours of delivery so that we can investigate the matter and, where applicable, lodge a claim with the freight carrier.

Where possible, customers should retain:

• the goods;
• cartons and packaging;
• shipping labels; and
• photographs showing the condition of the delivery.

A failure to notify Lepack within 48 hours does not remove any rights that cannot lawfully be excluded, including rights that may arise under the Australian Consumer Law.

Where Lepack arranged the delivery, customers should contact Lepack regarding damaged, missing or incorrectly supplied goods. Lepack will liaise with the relevant carrier where necessary.

Where goods are confirmed to be faulty or otherwise subject to a remedy under the Australian Consumer Law, Lepack will comply with its obligations concerning reasonable return, collection or transportation costs.

Where a customer has paid reasonable return freight for goods subsequently confirmed to be subject to an applicable consumer guarantee remedy, Lepack will reimburse those reasonable costs where required by law.

Customers should contact Lepack before arranging significant return freight costs wherever reasonably possible.

If you wish to cancel an order, please contact Lepack immediately.

Where an order has not yet been dispatched or committed to a supplier, Lepack may agree to cancel the order and refund the amount paid.

A cancellation may not be available where:

• the order has already been dispatched;
• stock has been specially ordered for the customer;
• production or customisation has commenced;
• goods have been packed or assembled specifically for the customer; or
• Lepack has incurred non-recoverable costs in fulfilling the order.

Where a cancellation is accepted for reasons other than a failure by Lepack to comply with applicable law, Lepack may deduct reasonable and disclosed costs incurred as a result of the cancellation.

Nothing in this section limits any statutory right to cancel a transaction where such a right applies.

Where a refund is approved or required by law, Lepack will process it using the original payment method where reasonably practicable unless another method is agreed with the customer.

Refund processing times may vary depending on the customer’s financial institution or payment provider.

Where a refund arises from an approved change-of-mind return, Lepack may deduct any applicable restocking fee, freight charge or other amount permitted under this policy.

No such deduction will be made where it would be inconsistent with the Australian Consumer Law.

Lepack may require reasonable proof of purchase when assessing a return or claim.

This may include an invoice, order number, account record, payment record or other evidence showing that the goods were purchased from Lepack.

Lepack primarily supplies goods for business and commercial use.

The application of the Australian Consumer Law to a particular business purchase depends upon the circumstances of the transaction, including the nature, value and intended use of the goods.

Nothing in these terms is intended to exclude any protection that applies to a business customer under the Australian Consumer Law.

To the maximum extent permitted by law, where goods are not of a kind ordinarily acquired for personal, domestic or household use or consumption, Lepack’s liability may be limited in accordance with section 64A of the Australian Consumer Law where it is fair and reasonable to do so.

Before returning any goods, please contact Lepack and provide your order or invoice number together with details of the reason for the proposed return.

Goods returned without prior authorisation may not be accepted where the return is a change-of-mind return.

This requirement does not limit any right or remedy that cannot lawfully be excluded.

Lepack Accommodation Supplies
Phone: (07) 5618 4917
Website: www.lepack.com.au