Refund policy

Returns and Exchanges: Returns are generally not accepted unless the item arrives damaged. We understand that accidents can happen during transit, and we are committed to resolving any issues promptly.

Damaged or Broken Gifts: If your gift box arrives damaged or if any of the items are broken, please follow these steps to initiate a return:

1. Notification: Notify us within 7 days of receiving the damaged gift box. Contact our team at info@lapach.com.au or 0400 218 685 to report the issue.

2. Provide Evidence: In order to process your request, we may request clear photos or videos showing the damaged or broken items as well as the condition of the packaging upon arrival.

3. Verification: Our team will review the provided evidence to verify that the damage occurred during transit.

4. Replacement: Once the damage is confirmed to be transit-related, we will promptly send you a replacement item(s) at no additional cost. If the exact item is unavailable, we will offer a suitable alternative or issue a refund for the damaged item.

Conditions for Return:

• Returns must be initiated within 7 days of receiving the damaged gift box.
• The customer must provide clear evidence of the damage, including photos or videos.
• The damage must be verified as transit-related by our customer support team.

Exceptions:

• Damages resulting from mishandling or negligence after delivery are not eligible for return or replacement.
• Customised or personalised items may not be eligible for return unless they arrive damaged.

Refunds: If a replacement item is not available, or if you prefer a refund, we will issue a refund for the damaged item(s) within 5 business days.