Returns Policy

LAKE VESSEL RETURNS POLICY

Lake Vessel is committed to providing quality products to our customers. We will replace any returned product you purchase from us which is defective, damaged, does not match its description on our website, or is of unacceptable poor quality, when you receive it. We will give you a refund of your purchase payment using your original payment method. 

REFUNDS

Refunds are credited in the manner in which the purchase price was originally paid. 

EXCHANGES 

An item can be exchanged for the same kind of item, or a different item of the same value, if it is: defective, damaged, does not match its description on our website, or is of unacceptable poor quality, when you receive it.  You may also choose an exchange item that is more expensive, if you pay the difference, or a cheaper one, in which case we will refund to you the price difference. We will need to discuss your proposed exchange with you first, to understand your requirements. Please contact us to discuss an exchange before you return your item.

Please return the item to be exchanged by following the instructions shown below under the title “Instructions For Returning Items”.  We will not charge you for the cost of sending the replacement item to you.

REFUNDS

We will process your refund when we receive your returned goods. Please allow up to 30 days for the refund to be processed. Normally you will be refunded by your original payment method. We will charge you a processing fee of AUD $5 for each transaction to cover our banking and administration expenses. We will deduct this from your refund.

DAMAGED GOODS

If your items are damaged when you receive them, please call us as soon as possible to discuss. Do not return the items without calling us first as we need to know about the problem before we can process your refund/exchange request.

Please take a photo before opening our delivery parcel if it is the parcel that is damaged, and take photos of any damaged items in the parcel. Send these to us by e-mail to lakevessel@icloud.com as soon as possible and quote your receipt number. 

MANUFACTURING DEFECTS

We will replace any items which have manufacturing defects which are returned to us.  Please be aware that if the Australian Consumer Law applies, you will also have the right to return damaged items directly to the manufacturer. We have established returns procedures for damaged goods with the manufacturers of our stock and we prefer you return items with manufacturing defects to us.

INSTRUCTIONS FOR RETURNING ITEMS

Please follow the steps below to return items to us. 

1.Wrap and pack the items that you are returning into a post bag. If you are returning items in good condition, you MUST wrap the items properly, to avoid damage during transit to us.

2.Complete the following Returns Form and include it with your item.

3.Properly address the post bag to us as follows, and send it to us:

Lake Vessel

PO Box 417

Mundaring, WA, 6073, Australia

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RETURNS FORM

Customer name:

Customer No:

Address:

Order No:

Phone:

Email:

RETURNS DETAILS

Item Code (from website) and description:

Returns Code:

Comments:

RETURNS CODE:

(1)Item damaged

(2)Item has manufacturing defect

(3)Item is spoiled

REPLACEMENT ITEM(S)

REORDER DETAILS

Item Code:

Description:

Qty:

Price:

If we cannot read or understand any part of your Return Form, we will contact you to verify the information. We may also contact you to verify your identity. Please ensure that you include your phone contact number on the Returns Form, for this purpose.