Refund policy
We grow, make and pack everything we sell, and we want you to be happy with it. This does not include our Lychee Liqueur and Lychee Vodka, which are made, packed and sold by our distilling partner, Reef Distillers. This policy does not cover those products. See section 2.
1. 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights, and they apply to items bought on sale or at a discount just as they do to full price items.
2. SPIRITS ARE SOLD BY REEF DISTILLERS
Our Lychee Liqueur and Lychee Vodka are made and packed by Reef Distillers, and they sell them directly.
You can see the range on our website, but the purchase itself is completed on the Reef Distillers website. That means spirits cannot be added to a Lush Lychees cart. If you want a jar of chutney and a bottle of liqueur, you place two orders: one with us, and one with Reef Distillers.
Anything you buy from Reef Distillers is covered by their returns and refunds policy, not this one. They handle delivery, damage, replacements and refunds for those orders, and we cannot process a return or refund on their behalf.
3. IF SOMETHING IS WRONG WITH YOUR ORDER
Email hello@lushlychees.com.au with your order number, what is wrong, and photos of the item, the label and the outer box. Please do it within 24 hours for fresh fruit, and within 7 days for anything damaged in transit or sent in error.
We will replace it, refund it or issue a store credit. If the item needs to come back to us, we arrange and pay for the return.
4. FRESH LYCHEES
Fresh fruit is perishable, so we cannot accept change of mind returns on it. Instead we guarantee its condition on arrival.
If your lychees arrive in poor condition, contact us within 24 hours of delivery with your order number, photos or video of the box and the fruit, and the delivery time. We will replace the box if fruit is still available that season, or refund you if it is not.
Our lychees are not sulphur treated, so the skins darken over a few days. That is not a fault. The fruit inside is still sweet, juicy and perfect to eat.
5. PANTRY RANGE: 30 DAY CHANGE OF MIND
Changed your mind about a jar or bottle? Return it within 30 days of delivery if it is unopened, still sealed, in its original packaging, and you have proof of purchase.
Email us first for a return authorisation. We cannot process a parcel that arrives without one.
For change of mind returns you pay the return postage, the original delivery charge is not refunded, and we refund the item price once the goods reach us in resaleable condition. Please pack glass carefully.
6. WHAT CHANGE OF MIND DOES NOT COVER
We cannot take back fresh fruit or other perishables, any food that has been opened, personalised gift packs, custom hampers, custom wholesale orders, or gift cards.
This is about change of mind only. If any of these is faulty, unsafe, not as described or not fit for its purpose, your rights under the Australian Consumer Law still apply in full.
7. REFUNDS AND EXCHANGES
Approved refunds go back to your original payment method. Please allow up to 10 business days from approval. If it has been more than 15 business days, check with your bank first, then email us and we will follow it up.
We do not process direct exchanges. Return the original item under this policy and place a new order for what you want, so you are not waiting on us.
8. GIFT CARDS
Gift cards are valid for at least 3 years from issue, cannot be redeemed for cash and are not refundable for change of mind.
9. FARM TOURS, VISITS AND EVENTS
Cancel or reschedule up to 48 hours before your booking for a full refund. Inside 48 hours, bookings are non-refundable, though we will always try to move you to another date.
If we cancel because of weather or a harvest issue, you choose a reschedule or a full refund. Ticketed events, workshops and dining experiences have their own terms, set out when you book.
10. CONTACT
Lush Lychees
123 Seymour Road, South Yaamba, QLD 4702
If you are not happy with how we have handled a return, tell us and we will look at it again. You can also contact the ACCC or your state or territory consumer protection agency.