Refund & Return Policy

Returns & Refunds Policy

Last updated: December 2025

At Liorae, we stand by the quality of our products and want you to feel confident when you shop with us.

All conditions outlined below comply with The Australian Consumer Law - Consumer Rights & Guarantees, and apply to both Australian and international customers.

By completing a purchase on www.liorae.com.au, you agree to the terms and conditions set out in this Returns & Refunds Policy.

Section 1 - Returns & Refunds

Our Money Back Guarantee lasts 14 days from the date of delivery - this is our “Risk-Free 14-Day Money Back Guarantee.”

If you change your mind within those 14 days, you are entitled to a full refund, provided your product is:

• In original condition and packaging
  
• Not used, opened, or damaged
  
• Returned with proof of purchase

If your item arrives damaged or faulty, please contact us immediately at contact@liorae.com.au.

We may ask for photo or video evidence of the fault so our team can assess the issue quickly.

Please note, under Australian Consumer Law, there is no time limit for returns where the product is faulty. However, we ask that you contact us as soon as possible to ensure a prompt resolution.

If a claim is made after 14 days, Liorae reserves the right to assess whether the claim appears genuine or reasonable.

Refunds Are Not Applicable If:

• More than 14 days have passed and you’ve simply changed your mind
  
• The order was placed by mistake and reported after 14 days
  
• You found the product cheaper elsewhere
  
• The product was misused or used against the instructions provided
  
• The item was damaged due to liquids, incorrect use, or poor care
  
• You knew or were made aware of a fault prior to purchase

Refunds Without Returns

In some cases, we may approve a refund without requiring you to return the product (e.g., in the case of a confirmed fault).

If this is granted, we still ask that the product remain in good physical condition.

For a change-of-mind refund within 14 days, the product must be returned in unused condition before the refund is issued.

How to Request a Return or Refund

Please contact us via our Contact Page with:

• Your full name
  
• Order number
  
• Reason for the return
  
• Supporting images or videos (if applicable)
  

Note: Please contact us via our website, not social media, to ensure your enquiry is received and processed promptly.

If we request the item to be returned, we’ll provide a return address.

Section 2 - Return Shipping Costs

• If your item is faulty or incorrect, and we request a return, Liorae will cover the return shipping cost.
  
• If you are returning your order due to change of mind, you will be responsible for the return shipping cost.
  The product must arrive safely and in original condition before the refund is processed.
  A valid postal receipt or tracking number must be provided.
  
• International customers are responsible for covering return shipping for change-of-mind returns.
  
• Original shipping fees (if any) are non-refundable unless the product was faulty.

Section 3 - Refund Processing Times

Once your refund is approved, it will be processed to your original payment method within 5-10 business days (excluding weekends and public holidays).

For international customers, refunds may take 10-15 business days depending on your bank or payment provider.

If you haven’t received your refund after this period:

1. Check your bank account again - some institutions post credits without immediate notification.
   
2. Contact your bank or card provider - processing times can vary.
   
3. If still unresolved, contact us at contact@liorae.com.au and we’ll assist promptly.

Section 4 - Faulty or Damaged Products

If your item arrives faulty, damaged, or incorrect, please contact us within 48 hours of delivery.

Include your:

• Order number
  
• Photos/videos clearly showing the fault or damage
  
• Short description of the issue

Once verified, we’ll offer a replacement, repair, or refund in line with Australian Consumer Law.

Section 5 - International Orders

All international orders are covered by this same policy.

If you’re returning a product from outside Australia:

• Returns must be sent with tracked international shipping.
  
• Liorae is not responsible for lost return parcels without tracking.
  
• If the return is due to a product fault or error on our part, we’ll reimburse your return shipping costs.

Section 6 - Late or Missing Refunds

If you haven’t received your refund:

1. Double-check your bank or PayPal account.
   
2. Contact your bank to confirm processing times.
   
3. If you’ve done both and still haven’t received it, please reach out to us.

Refunds usually appear within 5-10 business days, but may take longer for some banks or international transactions.

Section 7 - Final Notes

We do our best to resolve every matter promptly and respectfully.

If you’re unhappy with your product or experience, please contact us before posting publicly - we genuinely care about your satisfaction and will do everything possible to help.

For postage timelines, please refer to our Shipping Information page.

For assistance, email contact@liorae.com.au - our team typically responds within 24-48 business hours (Mon–Fri).

✨ At Liorae, we value trust, transparency, and care. We’re here to ensure your experience - and your skin - feels beautifully cared for.