Returns & Refund Policy

Last updated: February 2026

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 30 days from the date of delivery. This is our “Risk-Free 30-Day Money Back Guarantee.”

If you change your mind within those 30 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 request photo or video evidence of the fault to assist with assessment.

Under Australian Consumer Law, there is no time limit for returns where a product is faulty. However, we recommend contacting us as soon as possible to ensure prompt resolution.

If a claim is made after 30 days, Liorae reserves the right to assess whether the claim appears genuine and reasonable.

Refunds Are Not Applicable If:

  • More than 30 days have passed and the return is due to change of mind
  • The order was placed by mistake and reported after 30 days
  • The product was found cheaper elsewhere
  • The product was misused or used against provided instructions
  • The item was damaged due to liquids, incorrect use, or poor care
  • A fault was disclosed prior to purchase

Refunds Without Returns

In some cases, we may approve a refund without requiring the product to be returned (for example, in confirmed fault cases).

If approved, the product must remain in good physical condition.

For change-of-mind refunds within 30 days, products must be returned unused before a refund is issued.

How to Request a Return or Refund

Please contact us via our Contact Page and include:

  • Full name
  • Order number
  • Reason for return
  • Supporting images or videos (if applicable)

Please contact us via our website rather than social media to ensure prompt processing.

If a return is required, we will provide a return address.

Section 2 - Return Shipping Costs

If your item is faulty or incorrect and a return is required, Liorae will cover return shipping.

For change-of-mind returns, return shipping is the customer’s responsibility.

Returned items must arrive safely and in original condition.

A valid postal receipt or tracking number must be provided.

International customers are responsible for return shipping on change-of-mind returns.

Original shipping fees are non-refundable unless the product is faulty.

Section 3 - Refund Processing Times

Approved refunds are processed to the original payment method within 5-10 business days (excluding weekends and public holidays).

International refunds may take 10-15 business days, depending on payment providers.

If your refund has not arrived:

  • Check your account again
  • Contact your bank or provider
  • Then contact contact@liorae.com.au, if unresolved

Section 4 - Faulty or Damaged Products

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

  • Order number
  • Clear photos or videos
  • Description of the issue

Once verified, we will offer a replacement, repair, or refund in accordance with Australian Consumer Law.

Section 5 - International Orders

All international orders are covered under this policy.

Returns must be sent using tracked international shipping.

Liorae is not responsible for untracked lost parcels.

If the return is due to our error, return shipping costs will be reimbursed.

Section 6 - Late or Missing Refunds

If you have not received your refund:

  • Check your bank or PayPal account
  • Confirm processing times with your provider
  • Contact us if still unresolved

Refunds generally appear within 5-10 business days but may take longer depending on institutions.

Section 7 - Final Notes

We aim to resolve all matters promptly and respectfully.

If you are unhappy with your experience, please contact us directly before posting publicly. Your satisfaction matters to us.

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

For assistance, email contact@liorae.com.au. We aim to respond within 24-48 business hours (Monday to Friday).

At Liorae, we value trust, transparency, and care. We are committed to ensuring every experience feels considered, professional, and supportive.