Caramel Lobster — Legal

Refund policy.

Last updated: June 2026

This policy outlines our position on refunds and store credit. Please read it carefully before placing an order. Your statutory rights under the Australian Consumer Law are not affected by this policy.

01

Store credit — our standard position

Caramel Lobster does not offer cash refunds or refunds to original payment methods for change of mind, incorrect size selection, or other non-fault returns. All approved returns are issued as store credit.

Store credit is issued to your account within 3–5 business days of us receiving and inspecting your returned item. Store credit does not expire and can be applied to any future Caramel Lobster order.

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02

Eligibility for store credit

To be eligible for store credit, your return must meet all of the following conditions:

• The return request is submitted within 14 days of delivery
• The item is unworn, unwashed, and unaltered
• All original tags are attached and packaging is intact
• The item is a full-price purchase — sale items are final sale
• The return has been approved by us via email before being sent back

Items that do not meet these conditions will not be accepted and will be returned to sender at the customer's expense.

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03

Sale items

All sale items are final sale. We do not accept returns, exchanges, or issue store credit for sale items unless the item is faulty or not as described, in which case your rights under the Australian Consumer Law apply.

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04

Faulty, damaged, or incorrect items

If your order arrives faulty, damaged in transit, or is not as described, you are entitled to a remedy under the Australian Consumer Law. This may include a repair, replacement, or full refund to your original payment method depending on the nature of the fault.

To report a fault, email shop@caramellobster.com within 7 days of receiving your order. Include your order number and clear photographs of the fault or damage. We will assess your claim and respond within 1–2 business days with a resolution.

Return shipping costs for faulty or incorrect items will be covered by Caramel Lobster.

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05

How to request a return

Email shop@caramellobster.com within 14 days of receiving your order. Include your order number and the item or items you wish to return. Do not send anything back before receiving approval — unapproved returns will not be accepted.

Once approved, pack your item securely and send it to the address provided in your approval email. Return postage is at your expense. We recommend using a tracked service — we are not responsible for items lost in transit on the way back to us.

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06

Processing time

Once we receive your return, we will inspect the item within 1–3 business days. If approved, store credit will be issued within 3–5 business days. You will receive an email confirmation once your store credit has been applied.

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07

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 is intended to exclude, restrict, or modify any right or remedy you may have under the Australian Consumer Law or any other applicable legislation.

Questions about your refund? Contact us at shop@caramellobster.com — we respond within 1–2 business days.