Refund policy

Under the Australian Consumer Law, you are entitled to a refund or replacement for a product with a major problem, and to have a minor problem fixed within a reasonable time. Nothing in this policy excludes or limits those rights. In addition to your statutory rights, DEJOILAB offers the following return policy.

1. Change of Mind
• You have 14 days from the date of delivery to contact us for a change-of-mind return. After 14 days, we are unable to offer a change-of-mind refund. Email hello@dejoilab.com.au with your order number as soon as you know you'd like to return your item so we can set up the process.
• To be eligible, the item must be in brand new, unworn, unwashed and unaltered condition, with all original tags attached, and in its original packaging. Items that show signs of wear, washing, or alteration will not be accepted for a change-of-mind return, and no refund will be processed.
• Please use a tracked postage service and keep your proof of postage. DEJOILAB is not responsible for change-of-mind returns that are lost or damaged on the way back to us.
• Return shipping costs for change-of-mind returns are the responsibility of the customer and have a flat $12 return fee. Shipping costs from the original order are non-refundable.
• Once your return is received and inspected, we'll notify you via email whether the refund has been approved. Approved refunds are processed to your original payment method within 5 to 10 business days.

2. Damaged or Faulty Items
Every piece is quality-checked before it leaves our hands. If something slipped through or was damaged in transit, email hello@dejoilab.com.au with your order number and photos of the issue. Please get in touch as soon as you notice the problem so we can sort it out quickly. Your rights for damaged or faulty items are not limited to the 14-day change-of-mind window.
If the item has a major problem, you can choose a replacement or a full refund. If the problem is minor, we'll repair, replace or refund the item. Where an item is confirmed damaged or faulty, we'll also cover the reasonable cost of returning it to us.

3. Sale or Promotional Items
Items purchased during promotional events or at a discounted price are not eligible for a change-of-mind exchange or store credit only. This does not affect your rights if a sale item is damaged or faulty.