Effective Date: 31 October 2025
Business Name: LOOKSY Pty Ltd
ABN: 85 629 964 871
Website: www.looksy.com.au
Email: info@looksy.com.au
Governing Law: Australia (New South Wales)
1. Purpose & Commitment
LOOKSY Pty Ltd (“LOOKSY”, “we”, “our”) is committed to ensuring every member receives products of the highest quality.
This policy explains how we handle returns, exchanges, and refunds in line with the Australian Consumer Law (ACL).
2. Your Consumer Rights
Under the ACL you are entitled to a repair, replacement, or refund if a product:
- is faulty, damaged, or defective;
- is not as described or pictured; or
- fails to perform as a reasonable consumer would expect.
Nothing in this policy limits or replaces your statutory rights.
3. Eligibility for Return
To qualify for a return or exchange:
- The item must be unused, unworn, unwashed, and in original packaging with all tags attached.
- You must contact us within 14 days of delivery.
- Proof of purchase (order confirmation or receipt) is required.
- The reason for return must fall within this policy.
4. Exclusions & Non-Returnable Items
We cannot accept returns for:
- Intimates, swimwear, earrings, or hair accessories (for hygiene reasons);
- Clearance or final-sale items;
- Gift cards or digital downloads;
- Products damaged through misuse or improper care;
- Membership fees or subscription payments.
5. Change-of-Mind Returns
While not required by law, LOOKSY may offer a store credit or exchange (no refund) for change-of-mind requests, provided:
- The item meets all conditions in Section 3;
- The request is lodged within 7 days of delivery; and
- Return postage is paid by the customer.
We do not accept change-of-mind returns for international orders or promotional campaigns.
6. How to Request a Return
- Email info@looksy.com.au with subject line “Return Request – [Order Number]”.
- Include:
- Full name and contact details
- Order number and item description
- Clear photos of the product and packaging (if faulty)
- Preferred resolution (refund, replacement, store credit)
- Our team will respond within 3–5 business days with instructions and an RMA (Return Merchandise Authorisation) code.
Unapproved returns may be refused or untraceable.
7. Return Shipping
- Customers are responsible for return postage unless the item is confirmed faulty or incorrect.
- Faulty/incorrect items qualify for a prepaid label or postage reimbursement once proof is supplied.
- All returns must be sent via a trackable service; retain tracking until processing is complete.
8. Refund Processing
After inspection:
- Approved refunds are issued within 5–10 business days to your original payment method.
- Processing times vary by bank or PayPal provider.
- Rejected returns will be notified by email with reasons.
9. Replacements & Exchanges
- Replacement items ship after the original return is received and approved.
- If the requested item is out of stock, store credit or a refund will be issued.
- Premium Platinum members receive priority exchange handling.
10. Manufacturing Variations
As LOOKSY works with boutique factories in Guangzhou and Shenzhen, slight variations in colour tone, stitching, or texture are normal and not classified as defects.
11. Lost or Damaged Parcels
LOOKSY is not liable for returns lost or damaged in transit.
If loss occurs, file a claim with your postal carrier and provide tracking to assist our investigation.
12. Membership Payments & Subscriptions
Membership payments (Shoppers Club and Premium Platinum) are non-refundable, except where LOOKSY fails to deliver contracted benefits under the Membership Agreement.
Cancellations must follow the process outlined in our Membership Terms.
13. Gifts & Promotions
If a refunded purchase included a free gift or bonus item, that item must be returned.
If not returned, its retail value will be deducted from the refund.
Promotional items are non-refundable unless faulty.
14. International Returns
For orders outside Australia:
- Returns are accepted only for faulty or incorrect items.
- Customers bear international return shipping fees.
- Refunds are processed after the returned item is received and inspected.
LOOKSY is not responsible for duties, taxes, or customs delays on returns.
15. Refund Rejection Criteria
A refund may be refused if:
- The item shows wear or damage after delivery;
- The return period has expired;
- Evidence suggests misuse or fraudulent claims;
- Required documentation is missing.
Rejected items may be returned to you at your expense.
16. Force Majeure Events
LOOKSY is not liable for refunds or replacements delayed by events outside our control (e.g., natural disasters, transport strikes, customs lockdowns, or pandemics). We will notify members of any extended delays.
17. How to Contact Us
LOOKSY Pty Ltd
Email: info@looksy.com.au
Website: www.looksy.com.au
ABN: 85 629 964 871
Governing Law: New South Wales, Australia
18. Policy Revisions
LOOKSY may update this policy periodically to reflect legal or operational changes.
All amendments take effect upon publication of the new effective date.
