We want you to love your LovLatch jewellery. This Refund Policy is in addition to your rights under the Australian Consumer Law (ACL) and any other applicable consumer protection laws.
14-Day Return Window (Change of Mind)
We offer a 14-day return policy from the delivery date for approved change-of-mind returns.
To be eligible for a return:
• your item must be in the same condition that you received it • it must be unworn and unused • it must be returned with any original packing slip • it must be in its original packaging • you must provide your order number
Returns that do not meet these conditions may not be accepted.
Please note: original shipping costs are non-refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
Under Australian Consumer Law, you are entitled to a replacement, repair or refund if a product:
• is faulty or defective • is not as described • arrives damaged • is not what you ordered
If your item meets any of the above, please contact us within 7 days of delivery at contact@lovlatch.com with:
• your order number • a description of the issue • clear photos showing the fault or damage
We will assess your claim and arrange a replacement, repair or refund as required by law.
Hygiene & Wear
For hygiene reasons, we do not accept returns of items that have been worn or used, unless the item is faulty.
Items must be returned in original condition and packaging where possible.
Return Shipping
For approved change-of-mind returns, the customer is responsible for return shipping costs.
If your item is faulty, damaged or incorrect, we will cover reasonable return shipping costs where required by law.
We recommend using a tracked service, as we are not responsible for items lost in transit.
Refund Processing
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be processed to your original payment method within 5–10 business days of approval.
Please note:
• refunds will not be issued until the item has been received and approved • processing times may vary depending on your bank or payment provider
Sale Items
Sale, promotional, discounted, sample, or clearance items are not eligible for refunds for change of mind unless required by law.
They remain covered under Australian Consumer Law if faulty or not as described.
Gift Returns
If the item was marked as a gift, any refund will be issued to the original purchaser.
International Orders
For orders shipped outside Australia:
• duties, customs charges and taxes are non-refundable unless required by law • original shipping costs are non-refundable for change-of-mind returns • local consumer rights may also apply depending on your country
