Refund policy

RETURNS

If you're not 100% happy with your purchase for whatever reason, we're here to help! Please contact us at hello@lovecharliexo.com.au within 3 days of receiving your order so we can assist you.

Faulty product
If your item is faulty, of course we will replace it for you! Whilst all care is taken to ensure the quality and safety of our products, from time to time there may be faulty components that are not detected during the stringent testing process.

The product will need to be sent back to us where it will be inspected and assessed before a refund/exchange/credit is confirmed. We will offer either a direct exchange for the same product, a store credit to be used or a refund in some cases.

Postage costs will be reimbursed to the purchaser on determining that the product is faulty and damage has not been due to rough handling or incorrect use. Normal wear & tear is excluded from this policy.

Please note that slight differences in wood markings can be present in wooden clips, beads, rings and teethers and will not affect the performance of the product.

Please contact us at hello@lovecharliexo.com.au within 3 days of receiving your order to advise us of any faults. Any stock returned to us must be sent with registered and tracked parcel post. We do not take responsibility for any items not received.

Change of mind

If you have changed your mind, that's ok! We will happily offer you a store credit to be used within 3 months.

Please get in contact with us within 3 days of receiving your order at hello@lovecharliexo.com.au to request a change of mind return. You will need to contact us before shipping your order back.

You will need to lodge your return parcel with Australia Post and email us with the tracking details within 3 days of confirmation from us on your change of mind. The item needs to be in it's original packaging, unopened, unused, and in its original condition with any tags still attached. A store credit will be at our discretion if these conditions are not met. You will be responsible for all shipping costs. 

Store credits must be used within one transaction and only applied towards the cost of the products purchased, not the shipping. We cannot refund any balance amount. 

Please choose carefully when making your purchase. Unfortunately we do not offer further change of mind returns, refunds or exchanges on orders purchased using a store credit, unless, of course the goods are faulty.

Any stock returned to us must be sent with registered and tracked parcel post. We do not take responsibility for any items not received. 

 

Please note - we do not offer returns or exchanges on personalised products, sale items or orders purchased with a credit. Orders are unable to be cancelled after checkout for any reasons, including but not limited to change of mind, or failure to apply a code.