30-Day Returns & Customer Satisfaction Policy

30-Day Returns & Customer Satisfaction Policy

At Leaf Living, we want our customers to shop with confidence. Eligible products purchased directly from Leaf Living may be returned within 30 days of delivery, subject to the eligibility requirements and return conditions set out below.

Our 30-day return policy includes two separate circumstances:

1. Change of Mind Returns - for eligible unused products that remain in original, resellable condition; and
2. Product Quality, Incorrect Item or Merchant Error Claims - which are assessed based on the circumstances of the individual case and handled in accordance with the Australian Consumer Law.

This policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies available to consumers under the Australian Consumer Law.

A. Change of Mind Returns

We understand that customers may sometimes change their minds.

Customers may request a change-of-mind return within 30 days from the date of delivery for eligible products.

To qualify, the product must:

• be unused;
• remain in its original and resellable condition;
• include all original packaging, accessories, manuals and parts;
• not have been assembled, installed, customised, altered or damaged after delivery; and
• be safely packed and suitable for return transportation.

To assist us in assessing return eligibility and arranging safe transportation, customers may be asked to provide clear photographs showing the product, packaging, accessories and its current condition.

Once the return has been reviewed and approved, we will provide return or collection instructions.

For approved change-of-mind returns, any applicable collection or return freight charges will be advised before collection is arranged.

For change-of-mind returns, Leaf Living absorbs the original standard delivery cost and any normal resale handling impact. We do not charge a restocking fee.

A return pickup fee applies:

• within our Free Metro Delivery areas: a flat $50 pickup fee will be deducted from the refund;
• outside our Free Metro Delivery areas: the return pickup fee will be the same as the delivery fee applicable to that location and item type.

The pickup fee will be confirmed before collection is arranged.

Once the returned product has been received and its condition verified, the applicable refund will be processed to the original payment method.

Nothing in these change-of-mind conditions limits any rights a customer may have under the Australian Consumer Law.

B. Product Quality, Incorrect Item or Merchant Error

If you believe that a product has a quality issue, is different from what was ordered or described, or has been affected by an error on our side, please contact our Customer Care Team as soon as reasonably possible.

Please provide your order number together with photographs, videos or other information reasonably required to help us understand and assess the reported issue.

Depending on the nature of the concern, our assessment process may include:

• reviewing photographs or videos;
• confirming the product model and specifications;
• troubleshooting or technical assessment;
• an on-site inspection where appropriate; or
• arranging collection of the product for physical inspection where reasonably required.

Where collection is required for assessment, we will provide the appropriate collection instructions. For large or bulky products, the item must be safely accessible and suitable for transportation.

Following assessment, we will provide an appropriate remedy based on the circumstances and the customer's rights under the Australian Consumer Law. Depending on the situation, this may include repair, replacement, supply of replacement parts, other appropriate support, refund, or another remedy available under the Australian Consumer Law.

Where a product is confirmed to have a fault or other issue for which Leaf Living is responsible, Leaf Living will bear the reasonable cost of any return or collection required as part of the applicable remedy.

Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.

Return Condition Requirements

To qualify for a 30-day change-of-mind return, the item must remain suitable for resale.

Returns may be refused, or deductions may apply if the product is:

• used;
• damaged after delivery;
• missing parts, accessories or manuals;
• missing original packaging;
• not safely packed for return transport;
• altered, assembled in a way that affects resale, or not in original condition;
• customised, personalised, clearance-only, or otherwise excluded on the product page.

For large or bulky items, pickup can only be arranged once the item is confirmed to be safely accessible and suitable for transport.

How to Request a Return or Product Assessment

Please contact our Customer Care Team and provide:

• your order number;
• the reason for your return or product concern;
• clear photographs or videos showing the product and relevant issue;
• photographs showing the overall condition of the product;
• photographs of packaging, accessories and parts where relevant; and
• any other information reasonably required to assess the matter and arrange the appropriate next step.

Our Customer Care Team will review the information provided and advise the appropriate next step, which may include further assessment, troubleshooting, inspection, return or collection arrangements.

For large or bulky items, collection can only be arranged once the item is confirmed to be safely accessible and suitable for transport.

We appreciate your trust in Leaf Living and want every customer to feel confident when shopping with us.