Refund policy

The following is an extract from our Terms of Service:

2. Online Store Refunds & Returns Policy

2.1 Scope & Application

This Refunds & Returns Policy applies to all purchases made via the official Lavender Estate Online Store (www.lavenderestate.com.au) and to in-person product sales at our physical location.

Many of our products are handcrafted in small batches and are designed for topical, food-grade, or personal use. We are committed to quality and safety, and we ask that all Guests review this policy before completing a purchase.

This policy operates in addition to your rights under the Australian Consumer Law, including your entitlement to a refund or replacement for products that are faulty, unsafe, or not as described.

2.2 Shipping & Delivery Terms

  • Dispatch Times: Orders are typically dispatched within 2–3 business days of payment. Orders dispatch days are Tuesdays and Thursdays. Orders placed by 7am Tuesday or 7am Thursday will be dispatched on that day. Orders placed after that time will be dispatched on the following dispatch day.
  • Metro Perth Delivery: We offer free delivery for orders over $50 to selected Perth Metro postcodes. A standard flat-rate fee applies of $10 to orders under $50. Fixed delivery days may apply.
  • Flat Rate Shipping: We offer free delivery for orders $100 or over to Australian capital city postcodes. A standard flat-rate fee applies of $15 to orders under $100 for Australian capital city postcodes, visible at checkout.
  • Regional Shipping: $15 Flat Rate Delivery applies to postcodes outside of Australian capital cities.
  • International Shipping: Please contact us directly on store@lavenderestate.com.au.
    Lavender Estate is not responsible for shipping delays caused by third-party providers once the item has left our premises.

2.3 Online Order Corrections

If you have made a mistake on your order (such as entering the wrong shipping address or selecting the wrong item), please contact us immediately at store@lavenderestate.com.au.

We will do our best to amend your order before dispatch. If your order has already been shipped, further shipping or redirection costs may apply.

2.4 Refunds & Returns

Change of Mind

We do not offer refunds for change of mind.
However, at our discretion, we may offer an exchange or store credit in the following circumstances:

The item is unused, unopened, and in its original condition and packaging

  • A valid receipt or proof of purchase is presented
  • The request is made within 21 days of purchase or delivery

Exchanges are subject to stock availability and approval by our Team.

Not Eligible for Exchange:

  • Any item that has been opened, used, or tampered with
  • Seasonal or limited-edition products (e.g. Christmas gift packs, flower season bundles)
  • Custom hampers, gift boxes or made-to-order packs
  • Items purchased as part of a bundle unless all items in that bundle are returned

If you are unsure whether your item qualifies, please contact us before sending your return.

Faulty, Damaged, or Incorrect Items

If your item arrives:

  • Damaged in transit
  • Faulty or defective
  • Incorrect or not as described

Please contact us within 7 days of delivery via email to store@lavenderestate.com.au and include the following:

  • Order number or receipt
  • Description of the issue
  • Clear photos of the item and packaging (including shipping box and label if applicable)

We will assess the situation and may offer one of the following:

  • A replacement product (preferred)
  • A refund to your original payment method
  • A store credit, if preferred by you

All claims must be submitted within 21 days of receipt of your order.

If an item is consumed or used after a defect has been noticed, we may not be able to offer a replacement or refund.

How to Return an Item

  • In Person: Returns can be made directly at the Lavender Estate gift shop during opening hours. Please bring your item, packaging, and proof of purchase.
  • By Post: Returns can also be sent via post. Please:
    • Email us first to obtain return approval
    • Securely package the item to avoid damage in transit
    • Include your name, order number, and a reason for return
    • Use a tracked postal service

Return Address:

Lavender Estate
272 Old Yanchep Road
Carabooda WA 6033
Australia

Unless the product is confirmed to be faulty or incorrect, return postage is at the customers expense.


Return Postage & Refund Timeframes


If your return is approved due to damage or fault:

  • We will provide a prepaid return label, or
  • We will reimburse standard return postage

Refunds are processed within 7 to 14 business days of receiving the returned item and will be credited to the original payment method. Refunds to Afterpay or other third-party providers may take additional processing time outside of our control.