Refunds & returns

Your rights under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL).

Products sold by LaunchLab Education come with consumer guarantees that may include being:

• of acceptable quality, safe, durable and free from defects;
• fit for their normal purpose and any particular purpose agreed before purchase; and
• consistent with their description, sample or demonstration model.

Major problems

A major problem may exist where a reasonable consumer would not have bought the product had they known about the problem, the product is unsafe, it is significantly different from its description, or it cannot be used for its normal or agreed purpose and cannot easily be fixed within a reasonable time.

For a major problem, you may choose a refund or a replacement of the same type where reasonably available. You may instead choose to keep the product and seek compensation for the reduction in its value.

Minor problems

For a minor problem, LaunchLab Education may choose to provide a free repair or another appropriate remedy. The remedy must be provided within a reasonable time. If the problem cannot be fixed or is not fixed within a reasonable time, further remedies may be available under the ACL.

You can read general information about consumer rights and guarantees on the ACCC website.

Change-of-mind returns

We understand that plans sometimes change. At our discretion, we may accept a change-of-mind return requested within 30 days of delivery when every condition below is met.

The product must:

• be unused, unopened and unassembled;
• be in its original, resalable condition;
• include all parts, packaging, manuals and supplied materials;
• not have been painted, glued, modified, damaged or partially assembled; and
• be accompanied by reasonable proof of purchase.

Store credit is issued only after the returned product has been received and assessed. We may decline a change-of-mind request if these conditions are not met.

Items not eligible for change-of-mind returns

Unless a remedy is required under the ACL, we do not accept change-of-mind returns for:

• rocket kits that have been assembled, glued, painted, flown, modified or used;
• custom, personalised or made-to-order products;
• clearance or final-sale products where they were identified as such; or
• digital downloads, guides or educational resources that have already been accessed or delivered.

These exclusions do not remove any right you may have when a product fails to meet an ACL consumer guarantee.

Faulty, damaged, incomplete or incorrect items

If a product arrives damaged, defective, incomplete or incorrect, please contact us as soon as reasonably possible so we can assess the issue and help resolve it.

Where possible, include:

• your order number or other reasonable proof of purchase;
• a clear description of the problem; and
• photos showing damage, defects, missing parts or the incorrect product.

Depending on the nature of the problem and your rights under the ACL, an available remedy may include replacement or additional parts, repair, product replacement, refund, or store credit where you agree to receive it.

The appropriate remedy depends on whether the problem is major or minor and the circumstances of the claim. We will not require you to accept store credit instead of an ACL refund to which you are entitled.

How to request a return

Please contact LaunchLab Education before sending a return so we can confirm the current return instructions and appropriate return address.

Email sales@launchlabeducation.com.au and include:

• your order number or reasonable proof of purchase;
• the reason for the return and the outcome you are requesting; and
• photos where the product is faulty, damaged, incomplete or incorrect.

If the return proceeds, we will provide the relevant return instructions and address. Asking you to contact us first helps us process the return safely and efficiently; it does not limit any rights you may have under the ACL.

Return packaging and shipping costs

Please package returned products securely and include every part and item requested in the return instructions. We recommend using a tracked shipping service and keeping your lodgement receipt.

Change-of-mind returns

You are responsible for the cost of returning an approved change-of-mind item and for ensuring it is packaged safely for return transit.

Faulty or non-compliant products

If we confirm that a product has a problem covered by the ACL, we will reimburse reasonable return costs you have paid where required. Please keep your postage or transport receipt.

If a product cannot be posted or easily returned because it is large, heavy or difficult to remove, contact us before arranging transport so an appropriate return method can be discussed.

Assessment, refunds and store credit

After a returned product is received and assessed, we will notify you of the outcome and any next steps.

• Change of mind: approved returns receive store credit only, less the 15% restocking fee.
• ACL claims: remedies are provided in accordance with the ACL. No change-of-mind restocking fee applies to an ACL remedy.
• Refund amount and method: an approved ACL refund will be for the full amount paid for the product and returned using the original payment method unless you and LaunchLab Education agree otherwise.

Approved refunds are generally processed by LaunchLab Education within 10 business days after assessment. The time taken for funds to appear may vary depending on the payment provider or financial institution.

Original shipping costs are not refunded for change-of-mind returns. For an ACL claim, shipping and other reasonable return costs will be handled according to the law and the circumstances of the claim.

Contact us

For return requests, order problems or questions about this policy, contact:

LaunchLab Education
sales@launchlabeducation.com.au