Refund policy

Returns Policy

At A Thousand Lives, we understand that sometimes you may need to return your purchase. This Returns Policy applies to all purchases, online from our website at www.athousandlives.com.au or social media stores, or in-store, from A Thousand Lives Pty Ltd (ABN 78 672 503 810) of Shop 4 / 1385 Healesville-Koo-Wee-Rup Road, Woori Yallock, Victoria, 3139.

Our returns policy is set out below.

This Returns Policy is incorporated by reference into the Terms of Service (for online purchases) and our In-store Shopping Terms (for in-store purchases).

1.              No change of mind

  • Subject to our obligations under Australian Consumer Law, we do not provide returns or refunds for when you have changed your mind about a purchase, so please choose carefully.

2.              Damaged or faulty goods

  • We’re happy to offer a refund, exchange, or store credit if a good you have purchased from us is defective, incorrect, arrives damaged, mis-bound, misprinted, has a manufacturers’ fault or otherwise does not meet the Consumer Guarantees under Australian Consumer Law.
  • We will not accept returns for fair wear and tear, user error in details provided to us, misuse or change of mind.
  • You are welcome to return faulty goods purchased in-store or online to us via our website at www.athousandlives.com.au or in-store. Shop 4 / 1385 Healesville-Koo-Wee-Rup Road, Woori Yallock, Victoria, 3139.
  • Online returns process: If you wish to return the good online, the following process applies:
    • Please contact us at hello@athousandlives.com.au as soon as possible after becoming aware of the fault, and provide:
      • your order number;
      • proof of purchase, such as receipt or order confirmation; and
      • a description and photos of the fault (in a format such as .jpg, .jpeg, .png or .pdf).
    • You must provide evidence of the fault as reasonably requested by us, such as providing a photo of the issue. We may require you to return the item to us for assessment for fault.  We reserve the right to make an assessment of the fault before issuing a refund or other remedy to you.  Failure to provide evidence of fault as reasonably requested by us may result in rejection of your return request.
    • If your return is coming from Australia, you will be required to post the Goods back to us using the return postage label we provide to you and following the instructions with the return postage label.
    • If your return is for a Good located outside of Australia, you must arrange and pay for the initial cost of return by the method we reasonably specify to you.
    • You are responsible for any risk of returning the Good to us by post, including during transit, until we have signed for delivery and acknowledged as received by us at our nominated return delivery address.
  • In-store returns process: If you wish to return the good in-store, the following process applies:
    • Please visit us in-store as soon as possible after becoming aware of the fault and speak to our friendly staff with:
      • proof of purchase, such as a copy of or photo of your receipt, or online order confirmation including order number;
      • the good that is being returned; and
      • if applicable, your original method of payment (e.g. the card you used to make the purchase).
    • We reserve the right to require further assessment of the good for fault before issuing a refund or other remedy to you.
  • if it is a minor defect we may elect to replace the good or provide store credit for the purchase price including any shipping costs (provided that if you are located outside of Australia, you provide evidence of the return shipping cost incurred); or
  • if it is a major defect, we will provide a refund for the purchase price including any shipping costs to the original method used to make payment, or you may elect other options such as replacement, store credit or exchange.
  • We try to process returns claims within 5 business days of receiving a claim, however, please note that it may take a few business days to process a refund with your method of payment or bank.

3.              Gift cards

  • Except as required under Australian Consumer Law, we do not accept returns for purchase of Gift Cards. Gift Cards are governed by our Gift Card Terms.

4.              Disclaimers

  • Nothing in the Terms of Service, In-Store Terms or our Returns Policy excludes or limits the rights you are entitled to under Australian Consumer Law (set out Schedule 2 of the Competition and Consumer Act 2010 (Commonwealth)) which cannot be excluded.