Return And Refund Policy

Last updated: 07 June 2025

At Loca-Roo (ABN: 26 446 834 908), customer satisfaction is important to us. We are committed to complying with the Australian Consumer Law (ACL), which provides consumer guarantees that cannot be excluded. This policy outlines your rights and our responsibilities regarding returns, refunds, and exchanges.

Your Consumer Rights

Under the Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product:

Is faulty, damaged, or unsafe
Is significantly different from the description or sample shown
Does not perform as reasonably expected

These rights apply regardless of any change-of-mind policy.

Change of Mind Returns

If you are not completely satisfied with your purchase, we offer a 30-day return period for refunds or exchanges subject to the conditions below.

Eligibility

Items must:

Be unused and in original condition
Be returned with original packaging
Include proof of purchase (order confirmation or receipt)
Be returned within 30 days of delivery

Exclusions

The following items may not be eligible for change-of-mind returns:

Sale or clearance items
Personalised or custom-made products
Opened hygiene products (such as skincare or cosmetics)

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

Refunds will be issued to the original payment method
Processing may take up to 7 business days

Shipping fees are generally non-refundable, unless required under Australian Consumer Law.

Exchanges

We may offer exchanges for different sizes, colours, or variants where stock is available.

Please contact us within 30 days of delivery to request an exchange.

If the item is unavailable, we may offer a refund or store credit.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described:

Please contact us as soon as possible after discovering the issue.

Include:

Your order number
Clear photos of the product and issue

We will provide a repair, replacement, or refund in accordance with your rights under Australian Consumer Law.

Return shipping costs will be covered by Loca-Roo for confirmed faulty or incorrect items.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs.

Please contact us before returning any item so we can provide the correct return instructions and return address.

Some products sold on Loca-Roo may be shipped directly from third-party suppliers or distribution partners, and returns may need to be sent to a supplier warehouse.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

📧 Email: info@locaroo.com.au
💬 Live Chat: Available on our website
📄 Contact Page: Available on the Loca-Roo website

We are committed to making your experience with Loca-Roo smooth and enjoyable.