Refund policy
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.
30-Day Money Back Return Policy (Change of Mind)
At Laura Hill, we offer a 30-Day Money Back Policy on change of mind returns.
Condition
Items must be returned unused, unwashed and unslept-on, in their original unopened packaging, complete with all accessories, inserts and tags, and in a condition suitable for resale.
Timeframe
You must contact us within 30 days of the invoice date to request a return.
How to Start a Return
To request a return, contact us at sales@laurahill.au. If your request is approved, we will issue you with a Return Authority (RA) number and provide return instructions.
Approved returns must be sent within 10 calendar days to:
41-45 Mills Road
Braeside VIC 3195
Return shipping costs for change of mind returns are the responsibility of the customer. You remain responsible for the goods during transit. Returns received without an approved Return Authority (RA) will not be accepted.
Damages and Warranty Claims
Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or if you received the wrong item.
To make a warranty claim, email sales@laurahill.au. We may request photographs of the fault before issuing a Return Authority (RA). Once approved, goods must be returned within 14 days.
If the product is confirmed to be faulty, we will repair, replace, or refund the item and reimburse reasonable return freight costs using our approved freight method.
Warranty Period
Domestic use: Up to 12 months from the date of purchase.
Commercial use: Up to 90 calendar days from the date of purchase.
Exceptions / Non-Returnable Items
For hygiene reasons, pillows, pillow protectors, mattress protectors, mattress toppers and mattresses cannot be returned for change of mind once the sealed packaging has been opened, unless the item is faulty.
Items that have been used, washed, slept on or laundered.
Damage caused when opening packaging with knives or blades.
Damage caused by laundering, drying or care contrary to the care instructions on the product label - for example washing a faux-mink blanket on a hot cycle, or using bleach or fabric softener.
Damage resulting from improper storage or exposure to weather.
Normal wear, including gradual flattening of pile through use.
Promotional items, bonus gifts, free accessories and gift cards.
Ex-display or used products unless otherwise stated.
Exchanges
The quickest way to receive a different item is to return the eligible product and place a new order once your return has been approved.
Refunds
We will notify you once we have received and inspected your returned item. Please allow up to 14 days for assessment.
If approved, your refund will be processed to your original payment method.
For change of mind returns, refunds will equal the purchase price less the original delivery charges and any shipping costs incurred where the item was supplied with free shipping.
Refunds are processed in Australian Dollars (AUD). Where the original purchase was made in another currency, the refund amount will be converted using the applicable exchange rate at the time the refund is processed.
If more than 15 business days have passed since your refund was approved, please contact us at sales@laurahill.au.
Contact
Laura Hill
41-45 Mills Road, Braeside VIC 3195, Australia
sales@laurahill.au
1300 456 283
Monday to Friday, 9am - 5pm AEST