Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or replaces your rights under the Australian Consumer Law.

Change-of-mind returns

At Home Lab Store we want you to love your purchase. If you change your mind, please return it to us within 30 days of receiving your item(s) (exclusions below). Items purchased online can be returned online here, or email hello@homelabstore.co.nz with your order number and details of the return. If your return is accepted, we'll send instructions on where to send it.

Once an order is placed online it cannot be cancelled, as goods are often shipped the same day.

For full-price change-of-mind returns, we refund provided the item is in original condition, with original packaging and receipt.

Linen

Linen must be returned in the same condition it was sent. We reserve the right to refuse a change-of-mind return if the item isn't in re-saleable condition (the condition you received it in). Please keep it away from pets, pet hair and smoke while in your care.

Sale, Clearance & Outlet items

We don't offer change-of-mind returns on sale, clearance or outlet items. This does not affect your rights under the Australian Consumer Law — if a sale item is faulty or not of acceptable quality, you're still entitled to a remedy.

Return shipping costs

Return shipping for change-of-mind returns is at the customer's expense. Where an item is faulty, incorrect, or otherwise covered by the consumer guarantees, we cover reasonable return costs. Please use a tracked courier when returning items.

Trade sales

Trade sales are excluded from the change-of-mind returns policy (consumer guarantee rights still apply where relevant).