This document outlines the 30-day money back guarantee policy of Lucent Globe Pty Ltd (Lucent Globe or we, us or our).

1.             Participation

1.1.        To be eligible to claim a refund under Lucent Globe’s 30-day money back guarantee (the Guarantee), individuals must have purchased an eligible Lucent Globe product (as detailed in paragraph 1.3 below) directly from Lucent Globe’s online store: www.lucentglobe.com.  

1.2.        The Guarantee is valid for 30 days from the date of purchase, as specified on the purchase receipt.

1.3.        The Guarantee is only open to individuals who are 18 years and above and who make a first-time purchase of:

(a)           one (1) single box of sheets;

(b)           one (1) starter detergent sheet bundle; or

(c)            a subscription order;  

(each an Eligible Product). For clarity, the Guarantee does not otherwise cover:

(d)           bundles;

(e)           value packs (e.g., 3 or 6 box packs); or

(f)             recurring subscription orders.

1.4.        Returns and/or refunds of Lucent Globe products not covered by this Guarantee will be covered by Lucent Globe’s Returns Policy (available at https://lucentglobe.com/pages/returns-policy).

2.             Claim Process

2.1.        To be eligible to claim for a refund under the Guarantee, you must undertake the following steps: If you are not completely satisfied by the performance of an Eligible Product, you must, within 30 days from the date of your purchase, email support@lucentglobe.com with details of:

(a)            your full name and contact number; and

(b)           your order number and the email address used for your order.

2.2.        Incomplete, indecipherable or illegible claims will be deemed invalid.

2.3.        You must retain your original purchase receipt (and order number) as proof of purchase for the purposes of submitting a claim. Failure to produce the proof of purchase when requested may, in the absolute discretion of Lucent Globe, result in invalidation of your claim and forfeiture of any right to a refund.

2.4.         Lucent Globe reserves the right, at any time, to verify the validity of your claim and your identity (including your age and place of residence) and reserves the right, in its sole discretion, to disqualify you if Lucent Globe has reason to believe that you have breached any of the terms or conditions of this policy, tampered with the claims process or engaged in any unlawful or other improper misconduct intended to jeopardise fair and proper conduct of the Guarantee. Errors and omissions may be accepted at Lucent Globe’s discretion. Failure by Lucent Globe to enforce any of its rights at any stage does not constitute a waiver of those rights. Lucent Globe’s legal rights to recover damages or other compensation from such an offender are reserved.

3.             Refund Process

3.1.         Refunds will be issued as soon as practicable by Lucent Globe once you have completed the process outlined in paragraph 2.1, subject to customer support ticket volumes at the time. Please allow approximately 2-3 weeks from the time that you have completed the process outlined in paragraph 2.1 for payment of the refund amount to be made.

3.2.         Refunds will be processed using the same payment method used when you purchased the Eligible Product. You must ensure that all personal details provided are complete and accurate.

3.3.         Lucent Globe will not be responsible for a banking institution rejecting any payment to you, or any costs associated with locating lost monies.

3.4.         The refund amount cannot be transferred, exchanged for any other product, or claimed at point of purchase.

4.             Changes

4.1.         If a claim under the Guarantee is interfered with in any way or is not capable of being conducted as reasonably anticipated due to any reason beyond our reasonable control, including but not limited to technical difficulties, unauthorised intervention or fraud, we reserve the right, in our sole discretion, to the fullest extent permitted by law:

(a)           to disqualify you from the Guarantee; or

(b)           to modify, suspend, terminate or cancel the Guarantee, as appropriate.

5.             Liability

5.1.         Nothing in this policy limits, excludes or modifies or purports to limit, exclude or modify the statutory consumer guarantees as provided under the Competition and Consumer Act 2010 (Cth), as well as any other implied warranties under the Australian Securities and Investment Commission Act 2001 (Cth) or similar consumer protection laws in the State and Territories of Australia (Non-Excludable Guarantees). Despite anything to the contrary but subject to the Non-Excludable Guarantees, neither party will be liable under this policy for any consequential loss, special or indirect loss, real or anticipated loss of profit, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and/or loss or corruption of data, whether under statute, contract, equity, tort including negligence), indemnity or otherwise.

5.2.         To the maximum extent permitted by law, Lucent Globe is not responsible for any problems or technical malfunction of any telephone network or lines, computer online systems, servers or providers, computer equipment, software, failure of any email or claims to be received by Lucent Globe on account of technical problems or traffic congestion on the internet or at any website, or any combination thereof, including any injury or damage to your or any other person’s computer related to or resulting from participation or downloading any materials in connection with the Guarantee.

5.3.         Any costs incurred by you associated with making a claim under the Guarantee, including accessing the Lucent Globe website, telephone enquiries in relation to the Guarantee, and contacting Lucent Globe by email are your sole responsibility.

5.4.         A party’s responsibility for any liability in relation to this policy will be reduced proportionately to the extent the relevant liability was caused or contributed to by the acts or omissions of the other party, including any failure by that other party to take reasonable steps to mitigate its loss.

6.             Privacy

6.1.         Lucent Globe collects, uses and handles personal information in accordance with its Privacy Policy (available at https://lucentglobe.com/pages/privacy-policy).

7.             Variation

7.1.                Lucent Globe may, at any time and in its sole discretion, vary this policy by publishing the varied policy on its website and any collateral attached to the Guarantee. By submitting a claim after the varied policy has been published, you are deemed to have accepted any such varied policy. For the avoidance of doubt, the varied policy will only apply to claims submitted after the date that the varied policy is published.