Refund policy

Last updated: 14 July 2026

At Lerro, we want you to feel confident in every purchase. This policy explains how we handle change-of-mind returns, exchanges, refunds, and products that arrive damaged, faulty or incorrect.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

This policy applies to products purchased directly from Lerro. If you purchased a Lerro product from another retailer, please contact that retailer first and follow its returns process. Your rights under applicable consumer law remain unaffected.

1. Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 30 days of the date your order is delivered.

To qualify, the product must be:

- Unopened, unused and untested;
- In its original packaging, with any protective or tamper-evident seal intact;
- Complete with all components supplied with it; and
- In its original, resalable condition, without damage, alteration or markings.

You must provide satisfactory proof of purchase, such as your order confirmation, order number or receipt.

Because skincare products are personal-use products, we cannot accept an opened, used or tested product as a change-of-mind return. This hygiene restriction does not apply where a product is faulty, unsafe, not as described or otherwise fails to meet a consumer guarantee.

2. Items Excluded From Change-of-Mind Returns

Unless required by law, we do not accept change-of-mind returns or exchanges for:

- Products that have been opened, used, tested or had their seal broken;
- Products that are not in their original, resalable condition;
- Returns requested more than 30 days after delivery;
- Gift cards;
- Free gifts, samples or promotional items that were not purchased;
- Products marked "final sale" or clearance items; or
- Personalised or specially ordered products, if offered.

Sale and promotional products remain covered by the consumer guarantees under the Australian Consumer Law. The exclusions above apply only when you have changed your mind.

3. How to Request a Return

Before sending anything back, contact Lerro through our website's Contact Us page within the applicable return period. Please include:

- Your full name and order number;
- The product you wish to return;
- The reason for the return; and
- Photographs or other information where the product is damaged, faulty or incorrect.

If your return is eligible, we will provide return instructions and, where applicable, a return authorisation. Products sent without contacting us first may be delayed, refused or returned to the sender where we cannot identify or verify the return.

Please package the product securely. We may decline a voluntary change-of-mind return if the product is damaged in transit because it was not packaged with reasonable care.

4. Return Shipping

For an approved change-of-mind return:

- You are responsible for the cost of returning the product;
- We recommend using a trackable postal service and retaining the lodgement receipt; and
- We are not responsible for a return parcel that is lost or damaged before it reaches us.

Original delivery charges, express shipping fees and other delivery-related charges are not refundable for a change-of-mind return.

If we confirm that a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, we will reimburse your reasonable return costs or provide another suitable return method, as required by law. Please keep receipts for any return postage you pay.

5. Faulty, Unsafe or Misdescribed Products

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Products must, among other things, be of acceptable quality, be fit for any purpose we agreed to, match their description and comply with any applicable promises made about them.

If a product has a major problem, you are entitled to choose a refund or a replacement of the same type. A major problem includes a product that is unsafe, is substantially different from its description, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time.

If a problem is minor, we may choose to provide an appropriate remedy within a reasonable time. The remedy available will depend on the product, the nature of the problem and your rights under applicable law.

We are entitled to assess the product before providing a remedy. Original packaging is not required for a claim involving a faulty product, although we may request proof of purchase and information reasonably needed to assess the issue.

A remedy may not be available where the problem was caused by misuse, improper storage, failure to follow the directions or other conduct unrelated to the product's condition when supplied. This does not affect any rights that apply despite those circumstances.

6. Damaged, Leaking, Missing or Incorrect Orders

Please inspect your order promptly after delivery. If an item is damaged, leaking, missing or different from what you ordered, contact us as soon as possible and preferably within 7 days of delivery so we can investigate quickly.

Please provide your order number, a brief description of the issue and clear photographs of the product, its batch or lot details, the parcel and the shipping label where available. We may also ask you to retain the product and packaging while we assess the claim.

The 7-day notification request helps us investigate delivery issues and does not limit any rights you may have under the Australian Consumer Law.

Once the issue is verified, we will provide an appropriate remedy, which may include replacing the affected product, resending a missing or incorrect item, or issuing a refund. There will be no additional delivery charge for a replacement we are legally required to provide.

7. Skin Reactions and Product Sensitivities

Individual skin can respond differently to cosmetic ingredients. Before use, review the ingredient list and directions and perform a patch test where recommended. Stop using the product if irritation or an unexpected reaction occurs.

If you experience a reaction, contact us with your order number, a description of what occurred, when and how the product was used, photographs where appropriate, and the batch or lot number printed on the packaging. We may ask for further information so we can assess the matter and meet any product-safety obligations.

An individual sensitivity or change of mind does not automatically mean a product is faulty. However, this section does not limit your rights if the product is unsafe, defective, incorrectly labelled or otherwise fails to meet a consumer guarantee.

Seek advice from a qualified healthcare professional if you are concerned about a reaction. For severe or rapidly worsening symptoms, seek urgent medical assistance.

8. Exchanges

Eligible unopened products may be exchanged within the 30-day change-of-mind period, subject to availability and the requirements in section 1.

For a voluntary exchange:

- You are responsible for return postage and the cost of sending the replacement product;
- Any price difference must be paid before the replacement is dispatched, or will be refunded where the replacement costs less; and
- Promotional pricing from the original order may not be available for the replacement product.

We cannot reserve stock while an exchange is in transit. If the requested replacement is unavailable, we may offer an alternative or refund the eligible returned product. In some cases, the fastest option will be to return the original product for a refund and place a new order.

These conditions do not apply where you are exercising a legal right to a replacement for a product that fails to meet a consumer guarantee.

9. Bundles, Sets, Gifts and Promotions

For a voluntary change-of-mind return of a bundle or set, all products included in the bundle must be returned together, unopened and in resalable condition.

If your purchase included a free gift or promotional item and returning a product means the order no longer qualifies for that offer, the unused gift or promotional item must also be returned. If it is not returned, we may deduct its advertised value from the voluntary refund, to the extent permitted by law.

Promotional codes and discounts have no cash value and are not refundable. Refunds are based on the amount actually paid for the returned product, subject to your rights under applicable law.

10. Refunds

We will notify you after receiving and assessing your return. Approved refunds will be issued to the original payment method unless we agree otherwise or the law requires another method.

For change-of-mind returns, the refund will cover the amount paid for the eligible returned product, less any deductions clearly permitted by this policy and applicable law. Original and return delivery charges are not refundable for change-of-mind returns.

Refunds processed through buy-now-pay-later services or other payment providers remain subject to that provider's processing arrangements. Although we generally process an approved refund promptly, your bank or payment provider may take approximately 5-10 business days to display it in your account.

Gift card purchases will generally be refunded to a gift card. A gift recipient who is not the original purchaser may be offered an exchange or gift card for an eligible change-of-mind return; cash refunds are issued only to the original payment method.

11. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order. We will try to help, but we cannot guarantee a change or cancellation after an order has entered processing or been dispatched.

If the order has already been dispatched, you may request an eligible return after delivery under this policy. Do not refuse delivery as a substitute for arranging a return, as additional carrier charges may apply.

12. Refused, Unclaimed or Undeliverable Parcels

If a parcel is returned because it was refused, not collected, or addressed incorrectly using information supplied at checkout, we will contact you when it is received back.

For matters unrelated to a product fault or our error:

- Original delivery charges are not refundable;
- Any carrier return-to-sender charge may be deducted from a voluntary refund; and
- Additional shipping charges must be paid before we resend the order.

If the parcel was returned because of our error, we will arrange an appropriate remedy at no additional cost to you.

13. International Returns

International change-of-mind returns are subject to the same eligibility requirements. The customer is responsible for return postage, customs documentation and any duties, taxes or carrier charges associated with a voluntary return.

Import duties and taxes collected by a government or third party may need to be reclaimed directly from that authority or provider and may not be refundable by Lerro. Your non-excludable rights under applicable consumer law remain unaffected.

14. Policy Changes

We may update this policy from time to time. The version published on our website when you place your order will generally apply to that purchase, except where a later change is required by law or gives you more favourable rights.

15. Contact Us

To request a return, report a problem or ask a question about this policy, please contact Lerro through the Contact Us page on our website. Include your order number so we can assist you efficiently.

For more information about consumer guarantees, visit the [Australian Competition and Consumer Commission]