Refund and Return Policy

Effective date: 17 August 2026

This Refund and Return Policy applies to products purchased directly from Lorien Ravello. It operates in addition to, and does not exclude, restrict or modify, any rights or remedies available under the Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Products must be of acceptable quality, be fit for any disclosed purpose, match their description or sample, and satisfy all other applicable consumer guarantees.

If a product has a major failure, you are entitled to reject it and choose a refund or replacement. A major failure may include a product that is unsafe, substantially unfit for its normal purpose, significantly different from its description or sample, or affected by a problem that would have stopped a reasonable consumer from buying it had they known about the problem.

If a failure is minor, we may choose to repair the product, replace it or provide another appropriate remedy within a reasonable time. If we cannot or do not remedy a minor failure within a reasonable time, you may obtain further remedies available under the Australian Consumer Law.

Consumer-guarantee rights are not limited to 30 days and may continue for a reasonable period considering the product's nature, price, quality and expected lifespan.

Voluntary 30-Day Change-of-Mind Returns

Australian Consumer Law does not generally require a retailer to provide a refund or exchange where a customer simply changes their mind. However, Lorien Ravello voluntarily accepts eligible change-of-mind returns requested within 30 calendar days after delivery.

To qualify, the product must:

• Be unused, unworn, unwashed and unaltered;

• Remain in its original, resalable condition;

• Include all original tags, labels, accessories and packaging where reasonably possible;

• Show no signs of fragrance, cosmetics, smoke, pet hair, damage or wear; and

• Be accompanied by an order number or other reasonable proof of purchase.

Change-of-Mind Exclusions

Unless the product fails to comply with a consumer guarantee, voluntary change-of-mind returns are not available for:

• Gift cards or store credits;

• Personalised, customised or made-to-order products;

• Undergarments, pierced jewellery or swimwear without an intact hygiene seal;

• Opened cosmetics, personal-care or sanitary products;

• Perishable products;

• Products identified as Final Sale before purchase; or

• Products damaged through misuse, neglect, accidental damage or failure to follow care instructions.

Sale and Clearance Products

Sale, promotional and clearance products have the same statutory consumer guarantees as full-price products. If a product was discounted because of a specific defect clearly disclosed before purchase, a remedy may not be available for that disclosed defect, but other consumer guarantees continue to apply.

Faulty, Damaged or Incorrect Products

Inspect your order after delivery and contact us as soon as reasonably possible if a product is faulty, damaged in transit, incomplete or different from what you ordered. Include the order number, a description of the issue and photographs where appropriate.

We may inspect or assess the product before confirming the remedy. An assessment does not remove your statutory rights. A faulty product does not need to be returned in its original packaging to qualify for an Australian Consumer Law remedy.

How to Request a Return

Email support@lorienravello.com with your name, order number, product, reason for return and preferred resolution. Please wait for return instructions before sending the product.

Approved returns must be sent to:

Lorien Ravello
16 Stacey Street
Fairfield West NSW 2165
Australia

Return Shipping Costs

For an eligible change-of-mind return, the customer is responsible for return postage and risk in transit. We recommend using a trackable delivery service and retaining the receipt.

Where a product fails to satisfy a consumer guarantee, we will cover reasonable return costs. If the product is large, heavy or difficult to return, contact us so that appropriate collection or assessment arrangements can be made.

Refund Processing

Approved refunds will be issued to the original payment method. We normally submit refunds within 10 business days after approval. Your financial institution may require additional processing time.

A refund for a major failure will include the amount paid for the affected product. Original delivery charges will also be refunded where required by the Australian Consumer Law. We do not charge restocking, assessment or processing fees for statutory remedies.

Exchanges

Exchanges are subject to stock availability. For a voluntary change-of-mind exchange, any price difference and applicable delivery costs must be paid. If a replacement is unavailable, we may offer a refund or store credit, subject to your statutory rights.

Proof of Purchase

Reasonable proof may include an order confirmation, receipt, payment record or other evidence showing that the product was purchased from us. We may request information reasonably necessary to locate the transaction.

Contact

Lorien Ravello
16 Stacey Street, Fairfield West NSW 2165, Australia
Email: support@lorienravello.com
Telephone: +61 2 9725 6841
Hours: Monday–Friday, 9:00 am–5:00 pm Sydney time, excluding New South Wales public holidays