Refund policy
We want you to feel confident shopping with Linaya. Our returns process differs slightly depending on where your order is delivered.
Australian Orders
Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a change-of-mind return, your item must:
- Be unworn and unused
- Have all original tags attached
- Be returned in its original packaging
- Be accompanied by your receipt or proof of purchase
To request a return, please contact us at ask@linaya.com.au before sending your item back.
Once your return has been approved, we will provide you with return instructions.
Return postage for change-of-mind returns is the responsibility of the customer. We recommend using a tracked shipping service, as Linaya cannot be responsible for returns lost in transit.
There is no restocking fee.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
If your item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund depending on the circumstances.
These rights apply regardless of our 14-day change-of-mind return period.
Where required under Australian Consumer Law, Linaya will reimburse reasonable return shipping costs associated with an item that is confirmed to have a fault or otherwise fails to meet a consumer guarantee.
European Union Orders
14-Day Right of Withdrawal
If your order is delivered to a country within the European Union, you generally have the right to withdraw from your online purchase within 14 days of receiving your goods, without providing a reason.
To exercise your right of withdrawal, please contact us at ask@linaya.com.au within the 14-day period.
After notifying us of your decision to withdraw, you must return the goods within the applicable statutory return period.
You may inspect the item as you would in a physical store. However, you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.
The cost of returning the item to Linaya is the responsibility of the customer.
There is no restocking fee.
EU Delivery Cost Refunds
For an eligible return under the EU 14-day right of withdrawal, Linaya will refund:
- The purchase price of the returned item; and
- The cost of our standard delivery service originally paid for the order.
If you selected a more expensive delivery option, such as express or premium shipping, we are not required to refund the additional amount above the cost of our standard delivery service.
Please note: Although the original standard delivery cost is refundable where required under EU consumer law, the cost of shipping the item back to Linaya is the responsibility of the customer.
Refunds will be made to your original payment method. Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back.
Your statutory rights relating to faulty, damaged, incorrect or non-conforming goods are separate from your 14-day right of withdrawal and are not affected by this policy.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your item is faulty, damaged, incorrect or does not match what you ordered, please contact us as soon as possible at ask@linaya.com.au with your order details and, where helpful, photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.
Please contact us before returning the item so we can provide the appropriate return instructions.
Exceptions & Non-Returnable Items
We do not accept change-of-mind returns for:
- Custom-made or personalised products
- Personal care or hygiene-sensitive products where returns cannot be accepted for health or hygiene reasons
- Gift cards
- Items clearly marked as Final Sale, where permitted by applicable consumer law
These exclusions do not affect any rights you may have if an item is faulty, damaged, incorrect or otherwise does not comply with applicable consumer guarantees.
For customers in the European Union, statutory withdrawal rights continue to apply where required by law.
If you are unsure whether your item qualifies for a return, please contact us at ask@linaya.com.au.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour or item, please return your original item in accordance with this policy and place a new order.
This does not limit any right you may have to a replacement for faulty or non-conforming goods under applicable consumer law.
Refunds
Once we have received and inspected your return, we will notify you whether your refund has been approved.
Australian change-of-mind returns: Approved refunds will be issued to your original payment method. Original shipping charges are not refundable for change-of-mind returns.
European Union returns: For eligible returns under the statutory 14-day right of withdrawal, we will refund the purchase price and the cost of our standard delivery service, as required by applicable EU consumer law. The customer remains responsible for return shipping costs.
Once a refund has been issued, your bank or card provider may take additional time to process and display the funds in your account.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at ask@linaya.com.au.
How to Start a Return
Please email ask@linaya.com.au and include:
- Your name
- Your order number
- The item(s) you would like to return
- The reason for your return
We will provide you with return instructions and the return address.
Please contact us before sending your return so we can identify and process it correctly.
This Returns & Refunds Policy does not exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
