OUR POLICY IS SIMPLE. WE WANT YOU TO LOVE WHAT YOU BUY. SO IF YOU AREN'T COMPLETELY IN LOVE WITH IT, LET US KNOW SO WE CAN REPLACE IT, EXCHANGE IT OR ISSUE YOU WITH A STORE CREDIT.
PLEASE REFER TO OUR DETAILED POLICY BELOW:
Our policy lasts 14 days from delivery. If 14 days have gone by since your order was delivered, unfortunately your item has found its forever home and we can’t offer you a refund or exchange, even if the product is deemed faulty. Please check your order as soon as it arrives.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All costs incurred for the return of the item are the responsibility of the customer. We encourage customers to return it to us with a service that includes tracking, as lost parcels are not the responsibility of Environmenstrual.
Take care returning fragile items - damaged during transit will not be eligible for exchange or refund.
Contact us at firstname.lastname@example.org and we will send you a returns form.
In compliance with relevant State Laws, refunds will only be honoured for products with manufacturing faults.
Under Australian Consumer Law, we are not required to, and will strictly deny refunds for wrong sizes purchased, wrong style selected or any other reason which is not the fault of Environmenstrual or its vendors and/or suppliers.
Several types of goods are exempt from being returned.
Under Australian Consumer Law, we are not required to and do not accept products that are intimate or sanitary goods, including lingerie.
Additional non-returnable items:
- Gift cards
- Sale items (reduced to clear)
- Menstrual cups and sterlisers
Swimwear and menstrual underwear can be returned within the given time frame ONLY if they remain unworn, unwashed and unaltered, with all tags and packaging in-tact. Environmenstrual is not required by Australian Law to accept any swimwear that is not returned to us in perfect, unworn condition.
We take every care to ensure all images and descriptions provide the accurate information. Please take the time to look at images carefully.
To complete your return, we require a receipt, proof of purchase or valid order number.
Please do not send your purchase back to the manufacturer.
There are certain situations where refunds, exchanges and returns will not be honoured:
Any item not in its original condition, is damaged, washed or missing parts for reasons not due to our error. These will be sent back at the customer's expense.
Refunds (if applicable) - Non sale items only
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or otherwise of your refund.
If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. This will show on your credit card statement in 1-8 business days, depending on your bank.
Currently, you are responsible for the cost in returning your item to us.
What is Force Majeure? And how does it affect orders?
Force Majeure is the unforeseeable circumstances that prevent someone from fulfilling a contract. This includes war, riots, strikes, government actions, amended legislation, natural disasters including but not limited to flooding, blizzards, volcanic explosions, fire etc, sabotage, accident and well as customs and delivery/couriers delays.
It is a law the releases Environmenstrual from obligations in events beyond Environmenstrual' control. We will assist to our best ability, but cannot refund in any way or alter the outcome once these events have occurred. Delivery complaints and feedback will be passed onto the relevant companies should they occur but are in no way at the fault of Environmenstrual.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Unfortunately, all sale items are final and cannot be refunded or returned.
International returns are available, however must be sent back to our Australian Office at the expense of the buyer.
Please also be aware of currency conversion. All items are charged in AUD (Australian Dollars). In the rare chance an item or order must be refunded, refunds are done at the current exchange rate and is no way controlled by Life of the Lotus Flower. We will refund you in full AUD. The amount you receive may be slightly more or slightly less than what you initially paid. This is beyond our control and we are unable to change this in any way.
Learn more about exchange rates HERE
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you will vary.
You should consider using a trackable shipping service or purchasing shipping insurance so we can help you locate lost or delayed return parcels. We can't accept returns unless they are safely returned to our office.
Damages in transit
Environmenstrual does its best to protect your items in transit, by using protective bags, bubble wrap on jewellery and sealing openings on the satchels. If your parcel arrives damaged, opened or torn, please open a case with your postal provider cannot be held responsible for damages in transit.
Incorrect items sent in error:
Should the incorrect item be sent, contact us right away so we can rectify the error. Return costs will be reimbursed by Environmenstrual ($8 AUD per order).
International: Incorrect items: Either a partial refund will be offered (keep the garment) or return to us for full refund of the item cost. We can only offer return postage compensation up to $8 AUD per order).
Gross misrepresentation: includes items which come with unexpected features, is missing vital features or fabric listed is incorrect. It does not include sizing issues (unless it does not match the sizing chart by more than 15%), dislike of the style or low grade colour variations. All images are optimised to show colours and features to their best ability. Slight variations are normal as each monitor or screen has different settings. Neon colours will be marked as neon, as this does not show well online. If in doubt, compare to photos on mobile, or contact us via email for assistance firstname.lastname@example.org.
The following applies to period proof underwear and other menstrual products:
30-Day Risk-Free Trial for Period Proof Underwear – first-time customers only
As a first-time customer, you may try one period proof underwear garment for 30-days risk-free and if you don’t like how they function, we will happily give you your money back (minus the cost of shipping). We’ll ask you to complete a short survey to help us understand the reason for your return, this will need to be completed prior to processing the refund. The 30-day risk-free trial applies to one worn garment only.
No further refunds, credits or exchanges can be given on any additional worn underpants and all items below are excluded from the 30-day risk free trial policy:
We kindly ask you email email@example.com to discuss your issue.
Please note, any orders paid using Afterpay that require a refund, will be minus the 6% fee which is the non-refundable fees charged by Afterpay to us.
Period Proof Underwear - Requests for returns (exchange or refund)
We are unable to accept returns on menstrual cups due to hygienic reasons. We are unable to accept returns on Clearance or Sale items, as the order is final. This is unless the item is faulty and the defect was not communicated onsite. We are unable to refund bundle packs as they are heavily discounted. Please see below for more information.
You may return all other unworn garments in original packaging. Please email firstname.lastname@example.org for the returns form, garments must be returned for exchange or refund within 30 days of purchase or goods will be sent back to the customer.
You may request a:
- Full refund on the unworn garments excluding return shipping
- Exchange on the unworn garments for the same price
Please make sure that underwear is tried on over your own underwear. In the interest of hygiene, we may refuse returns of items where it’s obvious that this hasn’t been done.
If eligible for return, customers will need to pay for the return of the garment/s to us. We suggest using a tracked service, as we cannot be responsible for the parcel if it goes missing.
Once the garments are received back at our warehouse, we will process the refund/credit note/exchange within 7-10 business days. The refund will be paid back to the payment gateway that the customer used to purchase the order.
Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us.
Bundle pack policy
If you have purchased a bundle pack you will be unable to receive a refund for these items. As they are discounted items, the sale is final. You may exchange an item from the bundle pack within 30 days of purchase, for a different size in the same style-colour only. These items must be unworn and in saleable condition.
As a first time customer, you can return one pair of worn underpants from the Bundle Packs under our 30 Day Risk-Free Trial Policy (see above).
Sale-clearance items are final sales. They cannot under any circumstances be exchanged or refunded due to incorrect sizing or change of mind. A refund or exchange is only applicable if an item is faulty and was not communicated as non perfect onsite.
Store credit cannot be redeemed for cash. Store credit cannot be transferred. Any orders placed in store credit will only be refunded as store credit if necessary. Store credits are applied to the account registered with Life of the Lotus Flower and used to place your order.