1. Our Commitment
At Underground Lobby, we want you to be completely satisfied with every purchase. If something isn’t right, we’re here to help. This policy outlines your options for returns and refunds, in addition to your rights under the Australian Consumer Law.
2. Change of Mind Returns
We accept change of mind returns within 30 days of delivery, provided the item is unused and in its original condition, all original packaging and tags are intact, and you have proof of purchase (order confirmation email or receipt). To initiate a return, please contact us at support@undergroundlobby.com with your order number and reason for the return. We will provide you with return instructions. The cost of return shipping for change of mind returns is the responsibility of the customer.
3. Faulty or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery with a photo of the issue and your order number. We will arrange a replacement or full refund at no extra cost to you, including return shipping. Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund for products that are faulty, not fit for purpose, or do not match their description.
4. Refund Process
Once we receive your returned item and inspect its condition, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.
5. Exchanges
We currently do not offer direct exchanges. If you would like a different item or variation, please return the original item for a refund and place a new order.
6. Non-Returnable Items
The following items cannot be returned for a change of mind: items that have been used, installed, or modified, items without original packaging, screen protectors that have been applied, and items marked as final sale or clearance. This does not affect your rights under the Australian Consumer Law for faulty goods.
7. 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.
8. Contact Us
For all return and refund enquiries, please email us at support@undergroundlobby.com with your order number.
Last updated: April 2026