Refund policy
30-day returns
We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, the item must be in the same condition in which you received it: unused, unwashed and in its original packaging, with any tags or accessories included. Pet-care products must be free from pet hair, stains, odours and other signs of use.
You will also need your order number, receipt or other proof of purchase.
To request a return, contact us at enquiries@openlaukha.com. Please include your order number and the reason for your return.
If your return is accepted, we will provide the return address and instructions for sending the item back. Approved returns must be shipped within 14 days after the return is authorised.
Items sent back without first requesting and receiving return authorisation may not be accepted.
Return shipping
For change-of-mind returns, the customer is responsible for return-shipping costs. Original shipping charges are non-refundable.
Where we provide a return shipping label for a change-of-mind return, the cost of that label may be deducted from your refund. We will tell you the amount before you send the item back.
If the item is defective, damaged or incorrect, OpenLaukha will cover the reasonable return-shipping cost and will not deduct it from your refund.
Damaged, defective or incorrect items
Please inspect your order when it arrives.
Contact us at enquiries@openlaukha.com as soon as possible, preferably within seven days of delivery, if your item is defective, damaged or different from what you ordered.
Please include your order number and clear photographs of the item, packaging and shipping label where relevant. We will review the issue and arrange an appropriate replacement, refund or other resolution.
Non-returnable items
We cannot accept returns for:
- Items that have been used, washed or damaged after delivery;
- Items containing pet hair, stains, odours or other signs of use;
- Personalised or custom-made products;
- Gift cards; or
- Items clearly marked Final Sale before purchase.
These exclusions do not apply where an item was defective, damaged, incorrectly supplied or where applicable law requires another remedy.
Please contact us at enquiries@openlaukha.com before purchasing if you have questions about whether an item is eligible for return.
Exchanges
We do not currently process direct exchanges.
To obtain a different product, colour or size, request a return for the original item. Once the return is accepted, place a separate order for the replacement item.
Refunds
We will notify you after we receive and inspect your return. We will then confirm whether the refund has been approved and explain any deduction, where applicable.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to process and post the refund.
For change-of-mind returns, original shipping charges and any disclosed return-shipping charges are non-refundable.
If more than 15 business days have passed since we confirmed that your refund was approved, contact us at enquiries@openlaukha.com.
Contact
For questions concerning returns or refunds, contact:
OpenLaukha
Email: enquiries@openlaukha.com