Refund policy
La Libéré Return & Exchange Policy
Last updated: December 2025
At La Libéré, we want you to love every piece you purchase. If something isn’t quite right, this Return & Exchange Policy outlines your rights and obligations when returning Goods purchased from lalibere.com.
This Policy applies only to purchases delivered within Australia.
1. Definitions
For consistency with our Terms & Conditions:
- Customer, you mean any person purchasing Goods from the Website.
- Goods means any items sold by La Libéré.
- Order means a request to purchase Goods from the Website.
- Business Day means any day other than weekends and NSW public holidays.
- ACL means the Australian Consumer Law, which provides certain consumer guarantees.
2. Australian Consumer Law (ACL) Rights
Your rights under the ACL apply in addition to this Policy.
You may be entitled to a refund, replacement, or repair if Goods are:
- faulty or defective
- significantly different from the description
- not of acceptable quality
These rights cannot be excluded.
Nothing in this Policy restricts any rights you have under the ACL.
3. Change of Mind Returns
We accept change-of-mind returns for eligible full-price items only.
3.1 Conditions for change-of-mind returns
To be accepted, items must be:
- returned within 30 days of delivery
- unused, unworn and unwashed
- in original condition
- with tags, hygiene seals, and packaging intact
- not damaged, stained, or altered
3.2 Items NOT eligible for return
For hygiene and safety reasons, the following items cannot be returned:
- Earrings or jewellery
- Lingerie, bodysuits, swimwear (if hygiene seal removed or tampered with)
- Sale or clearance items
- Gift cards
- Items marked “Final Sale”
4. Proof of Purchase
All return requests must include:
- Order number
- Full name and contact details
- Return authorisation confirmation
All returns must be approved by La Libéré Customer Care. After approval, we will provide you with the return address and instructions. Returns sent without prior authorisation may be rejected.
5. Refunds
Approved refunds are processed to the original payment method only.
Refund timing:
- 7–10 Business Days after inspection and approval
- Your bank or payment provider may require additional time
Shipping charges, taxes, or other fees are non-refundable unless the return relates to a defective product or an error by La Libéré.
Gift cards are non-refundable and non-transferable.
6. Return Shipping Costs
Return shipping is at the Customer’s expense.
When using a La Libéré prepaid return label, the cost will be deducted from your final refund.
Return rates vary depending on your location within Australia.
7. Responsibility & Risk During Transit
Return items remain the Customer’s responsibility until delivered and scanned into the carrier system.
We recommend:
- Using the La Libéré return label
- Keeping your lodgement receipt and tracking number
La Libéré is not responsible for lost or damaged parcels sent without our authorised label.
8. Exchanges
We currently do not offer direct exchanges.
To secure your preferred item, please place a new order and return the original under this Policy.
9. Store Credits
Where a store credit is issued:
- It will be emailed to you once the return is processed
- It is valid for 12 months
- It may be used online at lalibere.com
- It cannot be redeemed for cash
10. Account & Returns Monitoring
To maintain fair access to limited-edition and high-demand items, La Libéré monitors return frequency.
Excessive or suspicious return behaviour may result in:
- Order refusal
- Account restrictions
11. Return Process
11.1 Step 1 – Submit a Return Request
Email our Customer Care team at care@lalibere.com with:
- Order number
- Name
- Item(s) you wish to return
- Reason for return
- Photo evidence if the item is faulty or damaged
11.2 Step 2 – Approval
Our team will review your request and, if eligible, provide:
- Return approval
- Return instructions
- A return address
Returns sent without approval may not be accepted.
11.3 Step 3 – Ship the Item Back
Customers are responsible for shipping the return.
We recommend using a tracked service.
11.4 Step 4 – Processing
Once the return is received and inspected, we will:
- refund,
- issue store credit, or
- provide replacement if applicable
Processing may take up to 5–7 Business Days.
12. Faulty or Incorrect Items
If your item is faulty, damaged, or not what you ordered:
- Contact us within 7 days of delivery
- Provide clear photos and a description of the issue
- We will assess the claim under ACL guidelines
If confirmed faulty, we will provide:
- a replacement (where possible),
- a repair,
- a store credit, or
- a refund
We will cover return shipping costs for faulty or incorrect items.
13. Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account
- Contact your bank or card provider
- After doing so, email care@lalibere.com
Bank processing times are outside our control.
14. Items Returned in Unacceptable Condition
We reserve the right to reject returns that:
- show signs of wear
- contain deodorant, makeup, or perfume marks
- have missing tags
- are damaged from improper handling
- are returned after the allowed timeframe
Rejected returns will be sent back to the Customer at their expense.
15. Final Sale Items
Items marked Final Sale are not eligible for return, refund, or exchange unless faulty under the ACL.
16. Contact Us
For return enquiries, please contact:
care@lalibere.com
www.lalibere.com
NSW, Australia
Our team will respond within 2–3 Business Days.