Refund policy

 

We will happily refund an order that has not been dispatched (less any transaction fees) charged by financial institutions usually around 2.5% but will be confirmed on a case by case basis subject to institution. We reserve the right to also charge a one-off $5.50 cancellation fee to cover our internal 3PL (third party logistics) transaction for picking & returning an order from stock if a request for fulfilment has been requested for the order.

Due to the nature of foam products we are unable to process a return if the item has been opened. In order to be eligible for a return, the Loungey® must be in the same condition that you received it and in its original packaging unopened and undamaged. We do not accept returns for a change of mind, or if your Loungey® has been opened or unboxed.

When the packaging is returned to our 3PL warehousing it is stored in quarantine location within the warehouse for processing and usually there is a handling period required of up to 7 days from the date of receipt by our warehouse. During this time both the product and packaging are inspected in order to confirm that they are still in merchantable standards.

If the product has been opened or damaged we cannot process the refund or return, and the buyer will be given the option to have it shipped back at buyers expense. If the packaging has been damaged and is not in a presentable manner by the time it reaches our 3PL warehouse we will have to charge a re-packaging & carton fee to cover a new box which is $15.00.

To start a return, contact us at support@loungey.com.au and we’ll send you detailed return shipping instructions on where to send your package. Shipping costs for returns are borne by the buyer and will be deducted from your refund amount.

All unopened Loungey® products are eligible for return within 7 days of delivery. For our Play Couches this means that the Loungey® must still be wrapped up in its clear wrapping, and in the branded box to be eligible for return. Cover Sets, Liner Sets, and Pillow Packs must remain in the original clear plastic interior liner with the adhesive seal still intact and must be returned in the original packaging.

To initiate a return, please attach a picture of your unopened product(s) and email it to us.

Please note that returns do not apply to the following: 

Regional orders, New Zealand and International orders, Special Edition products, orders of three or more Couches/Cover Sets/Liner Sets/Pillow Packs, products that have been opened and used and Gift Card purchases.

*All returns incur a flat 20% restocking fee to cover the cost of handling.

*Refunds only apply to the cost of products (unless the products have not been shipped) any shipping fees incurred are excluded from our refund policy post shipment as these would have been exercised and paid to the nominated shipper.

*We do not cover any Paypal or credit card transaction reversal fees that may be applied by any credit institution to the purchase and these usually cost around 2.5%, this is the customers responsibility and will be calculated for each order.

*Shipping costs become applicable on all free shipping items or orders. That is to say if you free shipping was applied to your item and it was delivered, however you have chosen to engage a return, exchange, cancellation, credit note request or refund the original shipping fees incurred by us become due and payable against any credit or refund issued.

We have a strict 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@loungey.com.au.

Please note that returns will need to be sent to the following address:

TIFS 3PL Warehouse

Care of Loungey

 

1B/35 Stennett Rd, Ingleburn NSW 2565

 

Please do not ship products to our warehouse without first contacting us so that we can flag this return as returning an item without prior notice leads to items potentially being lost.

If your return is accepted, it will be your responsibility to organise for and ship the return at your cost. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@loungey.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@loungey.com.au.

Refunds for change of mind or buyer remorse will be considered at the discretion of Loungey. If a refund is accepted for this reason it will be subject to a restocking fee and refund fees of no less than 2.5% to cover the credit institutions transaction fees.

In Summary:

1. Transaction fee 2.5% (tbc)

2. Cancellation fee $5.50 per order

3. Carton fee $15.00 per product (only if required)

4. 20% restocking fee

5. Shipping costs if incurred excluded from refund