Returns & Refund Policy

At Luga Lab, we want you to love what you wear. Please read our return policy below — your rights are always protected under Australian Consumer Law.

Your Rights Under Australian Consumer Law

  • Our products come with guarantees that cannot be excluded under Australian Consumer Law
  • You are entitled to a replacement or refund for a major failure
  • You are entitled to a repair, replacement, or refund if goods are not of acceptable quality
  • This applies to clothing that is faulty, damaged, not as described, or not fit for purpose

Faulty or Incorrect Items

  • Contact us at returns@lugalabco.com with your order number and photos
  • If confirmed, we will offer a refund, replacement, or repair
  • We will cover all return shipping costs

Change of Mind Returns

  • Returns accepted within 7 days of delivery
  • Items must be unworn, unwashed, and unused
  • Original tags must be attached and packaging intact
  • Return shipping costs are the customer’s responsibility
  • Original shipping fees are non-refundable

Sale Items

  • Sale or clearance items are not eligible for change-of-mind returns
  • If a sale item is faulty or not as described, your Australian Consumer Law rights still apply

Exchanges

  • Exchanges available for sizing issues (subject to stock availability)
  • Same conditions as change-of-mind returns apply
  • Customer is responsible for return shipping costs

Refund Processing

  • You will be notified by email once your return is received and inspected
  • Approved refunds are processed to your original payment method within 3–5 business days
  • Allow additional time for your bank or payment provider to process the credit

Return Shipping

  • Faulty items: We will arrange or reimburse return shipping
  • Change of mind: Customer arranges and pays for return shipping
  • We recommend using a trackable service — we cannot guarantee receipt of untracked returns

Late or Missing Refunds

  • Check your bank account first
  • Contact your credit card provider or bank as processing times may vary
  • Still need help? Email us at returns@lugalabco.com

Thank you for supporting Luga Lab. We’re here to help if you have any questions.