Refund policy

Last updated: September 12, 2026

At Lush Kidz Boutique, we want to make resolving an order issue as straightforward as possible.

This Refund & Returns Policy explains what to do if a product is faulty, damaged, incorrectly supplied, not as described, or if another problem arises with your order.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under applicable consumer law. For Australian customers, this includes the consumer guarantees under the Australian Consumer Law.

Faulty, Damaged, Incorrect or Not as Described

If a product is faulty, damaged, incorrectly supplied, not as described, or otherwise fails to meet an applicable consumer guarantee, please contact us as soon as possible so we can assess the issue and arrange an appropriate remedy.

For Australian customers, if a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may first provide an appropriate remedy as permitted by law. If the problem cannot be resolved within a reasonable time, further remedies may be available.

We may work with our fulfilment partner to assess and resolve the issue, but Lush Kidz Boutique remains your point of contact for your order.

Returns Procedure

Please do not return or post any item before contacting Lush Kidz Boutique.

Because many of our products are shipped directly through our fulfilment partners, a physical return is not always required. In some cases, damaged, defective, missing or incorrectly supplied products can be assessed using photographs or video evidence.

1. Contact us first

Please email info@lushkidz.co and provide, where relevant:

Your order number
The email address used to place your order
A brief description of the issue
Clear photographs or a short video showing the product and the problem
A photograph of the shipping label and packaging where relevant

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

Where possible, damaged, defective, incorrect or missing-item claims should be reported within 30 days of delivery so we can promptly raise the matter with our fulfilment partner.

This 30-day request is an administrative timeframe only and does not limit any rights you may have under applicable consumer law.

2. Wait for return instructions

Please do not send the product to the address shown on the parcel or shipping label unless we specifically instruct you to do so.

A supplier or fulfilment warehouse address may not be an authorised returns facility.

We will assess your claim and advise whether the product needs to be returned.

Sending an item to an unauthorised address may delay the assessment or processing of your return.

3. If no return is required

For some approved claims, you may not be required to physically return the product.

If this applies, we will advise you of the next steps and arrange the appropriate refund, replacement or other remedy.

4. If a return is required

If the product needs to be returned, Lush Kidz Boutique will provide the correct return address and return instructions.

Please only send the product to the address provided by Lush Kidz Boutique after your return has been authorised.

Return Postage for Faulty or Incorrect Products

Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, reasonable return costs will be handled in accordance with applicable consumer law.

For Australian customers, where appropriate we may:

Provide return instructions
Arrange collection
Provide or reimburse reasonable return postage costs
Advise that the product does not need to be returned

If you are asked to pay reasonable return postage upfront for a product that is later confirmed to have a problem covered by consumer guarantees, please retain your postage receipt so the reasonable cost can be reimbursed where required.

For products that are large, heavy or difficult to return, we will arrange an appropriate collection or return method where required by law.

Proof of Purchase and Packaging

We may ask for reasonable proof of purchase, such as your order number, order confirmation or other transaction details.

For faulty products, original packaging is not required in order to exercise rights that apply under the Australian Consumer Law.

Change-of-Mind Returns

Lush Kidz Boutique does not generally accept returns or provide refunds for change of mind, including where a customer:

No longer wants an item
Changes their mind after ordering
Selects the wrong size
Selects the wrong colour
Selects the wrong style

This applies unless we have agreed otherwise in writing or a product listing specifically states otherwise.

An item that is faulty, damaged, incorrectly supplied or not as described is not treated as a change-of-mind return.

Nothing in this section affects your rights under applicable consumer law.

Sale and Discounted Items

Sale, promotional and discounted items remain covered by any consumer guarantees and other rights that apply by law.

A discounted price does not remove those rights.

Refunds

Where a refund is approved, it will be issued to the original payment method unless another method is required or agreed.

We will process approved refunds as promptly as reasonably possible.

Please allow additional time for your bank, card provider or payment service to process the refund after it has been issued.

Processing times vary between financial institutions and payment providers.

Replacements and Exchanges

Where a replacement is an appropriate remedy, it is subject to product availability.

If a suitable replacement is unavailable, we will provide another remedy where required by applicable consumer law.

We do not generally offer exchanges solely for change of mind unless agreed otherwise.

International Customers

Nothing in this policy is intended to exclude or limit any non-excludable rights you may have under the consumer protection laws that apply to your purchase.

Customers outside Australia may have additional rights under the laws of their location.