Refund policy

Jade Louise Collective is a trading name of JLO Pty Ltd (ABN 38 611 120 177). Our pamper boxes are made up by hand for each stay and placed in your accommodation before you arrive. Because they contain skincare and bath products, we handle refunds as set out below.

CANCELLING YOUR ORDER

• More than 3 days before check-in: cancel any time for a full refund. Just send us a message through our enquiry form with your order number.

• Within 3 days of check-in: your box may already be made up. If it has not been prepared yet, we will refund you in full. If it has, we can move it to a later stay instead of refunding.

IF YOUR STAY CHANGES

• If your check-in date changes, tell us and we will move your box to the new date at no cost.

• If your booking is cancelled, we will refund your box in full, as long as you let us know before your original check-in date.

CHANGE OF MIND

Once your box has been placed in your accommodation, we cannot offer a refund or exchange for change of mind. This is for hygiene reasons, as the products are personal care items.

FAULTY, DAMAGED OR MISSING ITEMS

If anything in your box is damaged, faulty, missing or not as described, send us a message through our enquiry form within 48 hours of check-in with your order number and a photo. We will replace the item, offer a credit or give you a refund.

ALLERGIES AND REACTIONS

Each box lists its products on the product page. Please check them before ordering and patch test skincare before use. If you have a reaction, stop using the product and contact us.

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.

HOW REFUNDS ARE PAID

Approved refunds go back to your original payment method. Please allow 5 to 10 business days for the refund to appear, depending on your bank.

CONTACT

Send us a message through our enquiry form with your order number and we will reply within 1 business day.