Refund policy

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Las Noche 60-Day Guarantee: damaged, faulty, or not as described

If, within 60 days of delivery, your lamp arrives damaged, has a manufacturing fault, or isn't the item you ordered, we'll make it right.

How to report it. Email support@lasnoche.com with your order number and a photo or short video of the problem. Photos help us sort it out quickly, but if you can't send one, contact us anyway.

What happens next. For a major fault, you choose a full refund or a replacement. For a minor fault, we may repair or replace the item. Either way:

We cover the cost of return shipping, with a prepaid label or by reimbursing your postage.
The item doesn't need to be in its original packaging.
We deal with the supplier. You never have to.

After 60 days, your Australian Consumer Law guarantees still apply. If a lamp develops a fault, contact us and we'll help.

30-day change-of-mind returns

In addition to your rights under the Australian Consumer Law, if you simply change your mind you can return most items within 30 days of delivery.

To be accepted, the item must be:

unused and undamaged, and
in its original packaging, with all parts and accessories.

For change-of-mind returns:

You arrange and pay for return shipping. Use a tracked service, as we can't process an item we don't receive.
There is no restocking fee.
Once we receive and check the item, we refund the price of the product to your original payment method within 10 business days. The original AU$9.95 shipping charge, if you paid one, isn't refunded.

How to start a return

Email support@lasnoche.com with your order number, the item, the reason, and photos if it's damaged or faulty.
We'll reply within 1 business day with authorization and the return address for your order. The return address is given at this point because it depends on the item.
Send the item back within 14 days of getting authorization.

Please don't send anything back before you hear from us. Our partner warehouse is located at 1A/19 Berry St, Clyde, NSW 2142, and unauthorized returns can't be processed.

Items we can't accept for change-of-mind returns

Gift cards
Clearance or final-sale items
Items returned without authorisation
Items damaged through misuse or normal wear

This list applies to change-of-mind returns only. It does not limit your rights for faulty items under the Australian Consumer Law or our 60-Day Guarantee.

Refunds

We'll email you once we've received and inspected your return to let you know whether the refund is approved.

Approved refunds go back to your original payment method:

For a damaged, faulty, or incorrect item, or a major failure: a full refund, including any shipping you paid.
For a change-of-mind return: the price of the product.

Refunds are processed within 10 business days of us approving them. Your bank or card provider may take a few more days to show the money in your account.

Exchanges

The quickest way to swap an item is to return the one you have and place a new order. For a faulty item, we'll send a replacement at no cost to you.

Cancelling an order

You can cancel within 24 hours of ordering, as long as the order hasn't been dispatched. Email us as soon as you can. Once an order is on its way, use the return process above.