The Legal Stuff

RETURN AND REFUND POLICY

We only offer returns if the product is faulty or damaged. Proof of fault and damage will need to be provided along with proof of purchase.

To start the return process , you can contact us at hello@lowtoxlab.com.au

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

 

Items sent back to us without first requesting a return will not be accepted. 

 

You can always contact us for any return question at hello@lowtoxlab.com.au 

 

DAMAGES 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

NON-RETURNABLE ITEMS

Certain types of items cannot be returned, custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

SHIPPING POLICY

All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

 

DOMESTIC SHIPPING RATES AND ESTIMATES

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

 

For simple flat rate shipping: We offer $10 flat rate shipping to Australia, and free domestic shipping for orders over $70. 

 

LOCAL PICKUP

You can skip the shipping fees with free local pickup from Sutherland or Kareela Village, 1/13 Freya St, Kareela NSW 2232.

After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 3 to 5 business days.

 

We will send you an email when your order is ready along with instructions. 

 

Our in-store pickup hours are 10am-2pm Monday, Tuesday, Thursday & Friday. 

If you would like your order left out during business hours to pick up, this is available too - simply pop this request in the 'Notes' section at checkout.

 

Please have your order confirmation email with you when you come.

 

HOW DO I CHECK THE STATUS OF MY ORDER?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.

 

Please allow 48 hours for the tracking information to become available. 

 

If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at hello@lowtoxlab.com.au with your name and order number, and we will look into it for you.

If you have any further questions, please don't hesitate to contact us at hello@lowtoxlab.com.au