Refund policy
Returns & Refund Policy
At Lowell, we want you to love what you ordered. If something isn't right, this policy explains how returns, replacements, and refunds work. Please read it carefully before making a purchase, as placing an order means you accept the terms below.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee. If you change your mind or are not satisfied with your purchase, you may request a return within 30 days of receiving your order.
To be eligible for a return, items must be:
- Unused, unworn, and unwashed
- In their original condition with all tags attached
- In their original packaging
Requests made after the 30-day window may not be accepted.
How to Start a Return
To begin a return, please contact us at info@lowellsydney.com with your order number and the reason for your return. Our team will review your request and, if approved, provide you with the return instructions and warehouse return address.
Please do not send any item back before receiving a return confirmation from us. Returns sent without prior approval may not be processed.
Return shipping is the responsibility of the customer. You will need to arrange and pay for return postage when returning an item for change of mind or non-faulty reasons.
We recommend using a tracked shipping service, as we cannot be held responsible for returns that are lost or damaged in transit and do not reach our warehouse.
Return Processing & Inspection
Once your return has been approved and posted, the following timeline applies:
- Return transit: Shipping your return parcel back to our warehouse typically takes around 2 weeks, depending on the carrier and your location.
- Inspection: Once your parcel arrives, our team will inspect the returned items. Inspection takes approximately 1 week.
- Refund issued: After inspection is successfully completed and the return is approved, your refund will be processed.
Refunds are issued to your original payment method. Please allow up to 14 working days for the refunded amount to reflect in your account, depending on your bank or card provider's processing times.
Faulty or Damaged Items
If your item arrives faulty or damaged, we offer a free replacement at no shipping cost to you for the faulty item, where the fault is verified.
To claim a replacement for a faulty or damaged item, you must:
- Contact us no later than 14 days after receiving your order, and
- Provide clear video proof that properly shows the fault or damage.
Once we have verified the fault, we will arrange a free replacement or refund where applicable. Claims for faulty or damaged items without adequate video proof, or submitted after the 14-day window, may not qualify for a free replacement under this voluntary guarantee.
Please note that intimate or hygiene-sensitive items cannot be returned or refunded for safety reasons, unless faulty.
Order Cancellations
Our team works promptly and begins processing orders shortly after they are placed. Because of this, change-of-mind cancellations can only be requested within 6 hours of placing your order. If you contact us within this 6-hour window and your order has not yet been processed or dispatched, our team will be able to cancel it for you. If your order has already been processed or dispatched, we are unable to cancel it, in that case, you will need to receive the order and then follow the return process if you still wish to return it.
To request a cancellation, please reach out as soon as possible at info@lowellsydney.com with your order number.
Contact Us
If you have any questions about your return or refund, please reach out to us at info@lowellsydney.com. We read every message and are always happy to help.
Logan & Mitchell — Lowell
