At Lucrative, we want every customer to be confident in their order. Because most of our products are custom-made, we cannot offer refunds or exchanges for change of mind. Refunds, replacements, or credits will only be provided where required under Australian or New Zealand consumer law, or in accordance with our Warranty Policy.

Where a genuine issue arises, our first step will usually be to:

• Arrange a replacement product,
  or
  
• Provide a credit or discount toward your next order.
  

In some cases, as required under law, you may also be entitled to a monetary refund.

You may be eligible for a replacement, credit, or refund if:

• Your order arrives with a manufacturing or decoration defect.
  
• We supply the wrong product, size, or customisation compared with what you approved.
  
• Your product is damaged in transit and reported to us within 48 hours of delivery.
  
• A remedy is required under applicable consumer laws.

Refunds or credits will not be offered for:

• Change of mind or incorrect information supplied by the customer.
  
• Artwork or design errors approved prior to production.
  
• Normal wear and tear or damage caused by misuse or ignoring care instructions.
  
• Delays caused by couriers, supply chain issues, or events beyond our control.

1. Contact Us within 14 days of receiving your order.
   
2. Provide your order number, photos, and details of the issue.
   
3. Our team will review and confirm the appropriate solution (replacement, credit, or refund if applicable).
   

Approved credits will be applied to your account for use on future orders. Replacements will be processed as quickly as possible. Refunds, where applicable, will be returned to the original payment method within 7–10 business days.