Refunds & Returns

Last updated 15 October 2026. This page describes how this shop works in plain English. If anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

10 days from delivery to change your mind

Our voluntary change-of-mind policy gives you 10 days from the day your order is delivered to return it for an exchange or a refund. This is a store benefit. It sits alongside your consumer guarantees under the Australian Consumer Law, which are covered further down this page.

To use it, the lute needs to be unused, unmarked and undamaged, and back in its original packaging. We inspect every return when it arrives.

How to send goods back

• Tell us within 10 days of delivery. Email admin@lawnlevelerrakeaustralia.care with your order number and whether you would like an exchange or a refund.
• We reply with the return address. Please do not send anything back before you hear from us, so it goes to the right place.
• Use a tracked service and send us the tracking details. Until it arrives back, it is your parcel.
• Keep your order confirmation or other proof that you bought from this website. We cannot accept returns of goods bought elsewhere.

You pay the return postage when you have changed your mind. A lute is long and heavy, so check the cost before you post it. If you are unsure which width to buy, email us before you order and we will help.

Refunds

A change-of-mind refund covers the price you paid for the goods. Nothing is charged for handling, restocking or cancelling.

We process your refund within 2 business days of receiving the goods back. It goes back the way you paid, to your card or your PayPal account. Banks and PayPal usually take a few more business days to show it.

Cancelling before your order ships

You can cancel any order free of charge until it ships. If you need to change or cancel an order, email us within 12 hours at admin@lawnlevelerrakeaustralia.care with your order number, because DHL usually collects within 24 to 36 hours. If it has already shipped, you can still return it under the 10 days above once it arrives.

If we cancel your order ourselves, for example because an item is out of stock, you get a full refund.

Damaged, incorrect or missing orders

This applies separately from the 10 days above, and costs you nothing.

• Damaged items or missing parts. If a product arrives damaged, or with parts missing, please tell us straight away.
• Incorrect item sent. If you receive something different from what you ordered, please tell us straight away.
• Order not received. If your order does not arrive, please tell us straight away.

Email admin@lawnlevelerrakeaustralia.care with your order number. Photos of the item and the packaging help us take it up with DHL, so they speed things along, but they are not a condition of your rights. We put it right with a replacement or a refund, and we pay any return postage.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights do not depend on the 10 days above, and they do not need the original packaging. We pay the cost of returning faulty goods.

The lute also carries a 1 year limited warranty. The warranty is in addition to your rights under the Australian Consumer Law and does not limit them.

Questions and complaints

We aim to reply to support emails within 10 hours, often much sooner. If you have a question about this returns and refunds policy, email admin@lawnlevelerrakeaustralia.care.

If you are unhappy with how we have handled a return, see our complaints handling policy. The Australian Competition and Consumer Commission gives free information about your consumer rights at accc.gov.au, and your state or territory fair trading office can help too.