Refund policy
Returns & Refund Policy
We want you to be happy with your order and will always do our best to ensure your items meet expectations.
Due to the personalised nature of our products, the following policy applies.
Custom and Personalised Products
All personalised, custom-made, or made-to-order items, including embroidery and printed products, are final sale.
We do not accept returns, exchanges, or refunds for change of mind, incorrect sizing selected, or errors submitted in artwork, spelling, or design approval.
Please ensure all details are correct before placing your order, including sizes, colours, spelling, and artwork.
Bulk and Corporate Orders
Bulk, corporate, and custom production orders are non-refundable once approved and in production.
Final quantities, artwork, and specifications are confirmed prior to production. By approving your quote or mock-up, you accept responsibility for all details.
If changes are required after approval, additional charges and delays may apply.
Damaged, Faulty or Incorrect Items
Please inspect your order upon delivery and contact us within 48 hours of receiving your item if the item is damaged, there is a manufacturing fault, or you have received the wrong product.
To report an issue, email info@lorenzenhaus.com.au with your order number, a description of the issue, and clear photos of the item.
If approved, we will offer a replacement, repair, or refund where appropriate.
Standard (Non-Custom) Items
For any non-personalised items, we offer a 30-day return period from the date of delivery.
To be eligible for a return, items must be unused, unworn, and in original packaging, and proof of purchase is required.
Return shipping costs are the responsibility of the customer unless the item is faulty.
Returns Process
To request a return, please contact info@lorenzenhaus.com.au.
If your return is approved, we will provide instructions on how to send your item back.
Items returned without prior approval will not be accepted.
Return address: PO BOX 618, Noarlunga Centre SA 5168
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds are processed to your original payment method within 10 business days. Processing times may vary depending on your bank or provider.
Non-Returnable Items
We do not accept returns on personalised or custom-made products, bulk or corporate orders, sale items, or gift cards.