Refund Policy

Lempa.com.au: Returns, Refunds & Exchanges Policy
At Lempa.com.au, we want you to be delighted with your purchase. We stand by the quality of our products and aim to provide a seamless shopping experience. This policy outlines your rights and our procedures for returns, refunds, and exchanges, in compliance with Australian Consumer Law (ACL).

Your Rights Under 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.

1. Warranty & Faulty Products

All products sold by Lempa.com.au come with a 12-month warranty against defects in materials and workmanship from the date of delivery, unless a different warranty period is explicitly stated on the product's individual listing on our website.

This warranty does not cover:

Normal wear and tear.
Damage arising from improper assembly, modification, or installation by the customer.
Damage resulting from abnormal use, abuse, or negligence.
Damage, wear, or tear as a result of improper or lack of maintenance and/or care of the product (e.g., for fabric, leather, or timber items).
Damage to external product packaging only that does not affect the product's functionality.
Accessories or bonus gifts noted as such in a product listing.

Making a Warranty Claim for Damaged or Faulty Goods / Missing Parts:

If you believe a product you've received from Lempa.com.au is faulty, damaged on arrival, or has missing parts, please notify us within 7 days of delivery where possible, or as soon as you identify the issue within the warranty period.

To submit a warranty claim, please email us at my.lempa.store@gmail.com and include the following information:

Your Lempa.com.au Order Number.
A clear description of the fault, damage, or missing part.
High-quality images or a video clearly showing:
The fault or damage (if applicable).
What part is missing (if applicable).
The product in its original packaging (if applicable).
The product's instruction manual with the fault/damage/missing part indicated (if applicable).
Your preferred resolution (e.g., replacement part, repair, replacement product, refund).

Important Notes for Warranty Claims:

Please do not dispose of items before a warranty claim has been made and finalised, as we may request inspection or return of the product.
Do not return the product to us or the supplier unless specifically instructed by Lempa.com.au. If a return is required, we will provide a return label. Unauthorised returns or returns without our provided label may not have postage costs refunded.
For missing parts, once validated, we will arrange for the part to be dispatched as soon as practicable. If a spare part is unavailable within a reasonable timeframe, we will offer an alternative solution in line with ACL.

Resolution for Valid Warranty Claims: Upon assessment of your claim, and in accordance with Australian Consumer Law, we may offer:

Sending missing parts.
Suggesting a method of self-repair.
Replacing the product (subject to availability).
Offering an alternative comparable product.
Issuing a partial or full credit voucher or refund.

2. Change of Mind Returns

We understand that sometimes a purchase isn't quite right. We may consider a change of mind return request if it meets the following criteria:

The request is made within 14 days of the item being delivered to you.
The product is unused, in its original packaging, and in a re-saleable condition.
The product is not from the following categories:
Health and safety products.
Bulk purchases (including by pallet or pick up).
Any package that has been opened.
Please Note: Some products sold by Lempa.com.au are supplied by third parties whose change of mind policies may differ. If a product has a different change of mind policy, this will be noted on its product listing.

Procedure for Change of Mind Requests:

Contact Us First: You must consult with us about any change of mind return request before sending the product back. Unauthorised returns will not be processed.
Email your Request: Please email us at my.lempa.store@gmail.com with your Order Number, a clear explanation of why you wish to return the product, and pictures/video (of acceptable quality) showing the condition of the received product.
Return Arrangement: If your change of mind request is accepted, we prefer that returns are arranged and paid for by the customer.

Refund for Accepted Change of Mind Returns: If a change of mind return is accepted, and the product is returned in re-saleable condition:

We will refund the item price and the original shipping fee, MINUS a restocking fee of 10% of the item price and the shipping fee.
If the item is returned to sender (RTS) due to incorrect or incomplete delivery information provided by you, or if it was unclaimed, this will be treated as a change of mind return and the above fees will apply upon receipt of the item back at our warehouse/supplier facility.

3. Delivery Delays

Any significant delivery delay should be reported to us within 10 working days from the date of dispatch.
We will investigate any delays with our courier partner, which can take up to two working days. If no resolution or update is received within this timeframe, we will offer an appropriate remedy in accordance with Australian Consumer Law.
Please note that unforeseen occurrences such as natural disasters can affect delivery times. Your patience in such cases is highly appreciated.

4. Refunds & Replacements

Refunds: If you are entitled to a refund, it will be issued to the original payment method used for the order. We cannot process refunds to a different account or credit card.
Replacements/Spare Parts: If you are entitled to a replacement product or spare part:
If there is an address discrepancy due to your error, causing the product/part to be returned to us, a "Return To Sender" (RTS) cost (if applicable) and re-delivery cost will be imposed on you.
If an incorrect product is returned to our or our supplier's warehouse, neither Lempa.com.au nor our supplier will be responsible for these products or have any obligation to return them to you.

5. Product Recalls

In the rare event of a product recall, we will promptly advise you of the relevant procedure to follow.

Contact Us:
If you have any questions about this policy or need to initiate a return or warranty claim, please contact us at: my.lempa.store@gmail.com