Refund policy

Our Refund Policy is item 6 of our Terms of Service:

6. FEES AND REFUNDS

6.1. You acknowledge that accessing the Online Services, for example, ordering Products, may give rise to a fee determined by the State or LSSA.

6.2. These fees will either be published online on the Platform, or communicated to you through methods we consider reasonable (e.g. in email correspondence or as otherwise published by the State pursuant to any Laws).

6.3. We may, at our discretion (or as directed by the State), increase the fees for the Online Services.  We will do this by providing written notice to you of our intention at least 30 days prior to the application of the fee increase.

6.4. Except to the extent that you are entitled to a refund under a Law (including the ACL) or as otherwise contemplated in these Terms, all fees, once paid or applied to your account, are non-refundable, even if you stop accessing the Online Services.

6.5. If you ask us to cancel an order of a Product prior to invoicing we may agree (in our sole and absolute discretion).  We may, but are not required to, cancel a Product order just because you have changed your mind or because you have made mistakes in data entry.

6.6. Refunds may be subject to approval of the State and, in which case, will be made in the State’s absolute discretion.  Any applications for a refund of any fees should in the first instance be directed to LSSA in accordance with clause 23.  You may expect a refund if we cannot supply a Product ordered or the Product is significantly different from a sample shown or if it is not acceptable quality.  However, we may not necessarily provide you with a refund just because you change your mind.  In some instances, the State may direct a portion of the applicable fees be retained for administrative purposes and that any decision as to any degree of refund will be made in the State’s sole and absolute discretion.

6.7. All payments that are required to be made under these Terms must be made without any set-off, counterclaim or condition and without any deduction or withholding for any tax or any other reason, unless you are required to make a deduction or withholding by applicable Law.