Last updated: 2 November 2026
Your rights under 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.
Nothing in this policy limits those rights.
Faulty, damaged or wrong items
If your item arrives damaged, develops a fault, is not as described, or is not what you ordered, email support@thelayenterprises.com with:
- your order number
- a short description of the problem
- a photo or video showing it, if you can
For a major problem, you can choose a refund or a replacement. For a minor problem, we will repair or replace the item, or refund you if that is not possible within a reasonable time. If we ask you to send an item back, we will give you return instructions and cover the return postage.
Change of mind
We do not offer refunds or exchanges if you simply change your mind, for example if you no longer want the item or chose the wrong colour. Please check colours, sizes and pack options before you order. This does not affect your rights for faulty, damaged or incorrect items described above.
Missing items or parcels
If your parcel has not arrived within the delivery time on our Shipping Policy, or something is missing from it, email us with your order number and we will look into it with Australia Post and our supplier.
How refunds are paid
Approved refunds go back to the card or payment method you used. We process them as soon as they are approved; your bank may take a few business days to show the money in your account.
Contact
Email support@thelayenterprises.com with any question about an order.