OUR RETURNS POLICY

This Policy is in addition to your rights (if any) under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

1. General
   1. Subject to clause 1.2 below, this Returns and Exchange Policy for Purchases Made in Store or via the Lowes Website (Policy) applies to all purchases made in store or via the Lowes website at https://www.lowes.com.au/ (Lowes Website).
   2. Lowes Industry Uniforms is a department of Lowes that operates separately from the Lowes general retail business. As such, this Policy does not apply to purchases made via the Lowes Industry Uniforms portal at https://industryportal.lowes.com.au/. The returns and exchange policy of Lowes Industry Uniforms can be found here: https://industryportal.lowes.com.au/industry-returns .
   3. Where a product is eligible for a refund, we will refund the price of the item to your original payment method, unless we agree to an alternative arrangement.
   4. The benefits to you given by us under this Policy are in addition to other rights and remedies that you have under a law in relation to the goods or services to which this Policy relates.
   5. Our details are as follows:
Lowes – Manhattan Pty Ltd
W1, 395 Pembroke Road
Minto NSW 2566
Telephone Number: 1300 156 937 (Option 2)
Email address: customercare@lowes.com.au


2. Change of mind returns
   1. We want you to be happy with the quality of Lowes products that you purchase.
   2. If you change your mind about a product you ordered or you are not completely satisfied with the product, including its size or colour, you may, subject to your compliance with this Policy, simply return the goods to us within 30 days of purchase following the process set out below in clause 4 and we will provide you with an exchange or refund within the guidelines outlined in this clause 2.
   3. Change of mind returns or exchanges will not be provided on underwear/innerwear, gift cards, charity products, clearance items or items purchased for commercial agency production companies.
   4. You will be required to provide proof of purchase from us. Only the following will be accepted as proof of purchase:
      1. original register receipt (Printed or Electronic); or
      2. on-line Order Number or a Packing Slip (Printed or Electronic).
   5. Products returned must be “as new”, unworn, unwashed, in original packaging with original tags and labels attached.
   6. We also reserve the right to reject returns if the goods are returned in a soiled, worn or an unsaleable condition on receipt.
   7. If you are returning items via post and the returned item, in our reasonable opinion, is not in compliance with this clause 2, we will contact you to arrange the item to be shipped back to you and you will be liable for the shipping costs both to and from us.
   8. Please note that we will not refund any delivery fees that you have paid to us to have the products shipped to you, or the cost of any packaging you provide to send the items back to us for change of mind returns.
3. Damaged or faulty returns
   1. Lowes will accept returns where the product is faulty and the defect in the product is apparent on delivery or collection or appears within a reasonable time.
   2. You will be required to provide proof of purchase from us. Only the following will be accepted as proof of purchase:
      1. original register receipt (Printed or Electronic); or
      2. on-line Order Number or a Packing Slip (Printed or Electronic).
   3. We need to be satisfied that the product is damaged and/or faulty and that the damage and/or fault was caused by us, the manufacturer or during delivery. In order to assist us with our assessment:
      1. it might be necessary for us to have the returned product assessed by the manufacturer within a reasonable period of time; and
      2. we may request from you images or further information of the defect or fault.
   4. If we determine that the product is damaged or faulty through no fault of yours, we will, or we will arrange, at our cost, to:
      1. repair the product;
      2. replace the product; or
      3. arrange a refund for the product.
   5. If a product has major damage or is faulty that was caused by us, the manufacturer or during delivery, you may request from us:
      1. a refund of the original purchase price; or
      2. an exchange.
   6. The cost of return and re-shipment will be at our expense if the damage or fault was caused by us, the manufacturer or during delivery.
   7. Despite any other provisions of this Policy, we are not responsible for damage or faults caused by you or otherwise after the products have been delivered or collected.
4. How to return products?

   Please follow the instructions below regarding how to return a product that is eligible for return.

   1. Returning Items Purchased In Store

      In store purchases eligible for return can be returned at any of our store locations free of charge. To find your nearest store simply click here. Please note that returns or exchanges for in-store purchases cannot be processed through our online returns department.

   2. Returning Items Purchased Online
      1. Return to Store
         In store purchases eligible for return can be returned at any of our store locations free of charge. To find your nearest store simply click here.
      2. Return via Post
         1. To return via post, please follow the below steps to return the item via Lowes’ Australia Post Returns portal.
         2. You will need to cover postage for change of mind returns. Australia Post fees that you incur to return damaged or faulty returns eligible for return will be at our expense if the damage or fault was caused by us, the manufacturer or during delivery – in order to claim a reimbursement in those circumstances, please contact us using the contact details set out above in clause 1.5.
         3. Print and fill out the returns slip and print your tax invoice sent to your email upon shipment of your order. Please include the returns slip and the tax invoice in your returns parcel.
         4. Visit our Australia Post Returns portal to book in the return.
         5. Please ensure the returns parcel is packaged securely. Please check the label generated from Australian Post to ensure it includes both Lowes’ return address (W1, 395 Pembroke Road, Minto, NSW, 2566) and your address and order number.
         6. Print and attach your return label to your parcel and drop your parcel to any Australia Post Office or Red Post Office Box.
         7. Please allow 7–10 business days for returns to be processed once received by Lowes.
         8. Please note that you will need to accept Australia Post’s standard T&C’s (including its Privacy Policy) to lodge a return through our Australia Post Returns portal.
         9. Please note no change of mind returns or exchanges will be provided on underwear/innerwear, gift cards, charity products, clearance items or items purchased for commercial agencies production companies.
         10. If you do not have access to a printer or computer, please return your item to any of our store locations free of charge or return your item via post with a handwritten returns slip to the following address:
         Online Returns
         W1, 395 Pembroke Road
         Minto NSW 2566.
         
         
         11. Returns sent by post without using Lowes’ Australia Post Returns portal cannot be tracked by Lowes, which could delay processing your return.