Returns Policy
Last updated: 26 October 2026
This Returns Policy explains how returns, refunds and faulty products are handled for orders placed with Lyoley. It should be read together with our Terms and Conditions.
Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.
1. Every Lyoley product is made to order
We do not hold finished stock. Each LYOFRAME, LYOSET and related product is manufactured to the configuration, measurements and artwork confirmed with you during a consultation, and production only begins once you have approved those details.
Because a product made to your specification cannot be resold to another customer, the change of mind position below applies.
2. Change of mind
Lyoley does not offer refunds, returns or exchanges for change of mind. This includes where you:
- change your mind after approving your order or artwork
- approve the wrong configuration, size or quantity
- find a similar product elsewhere
- no longer need the product
- are unable to install or use the product for reasons within your control.
We recommend checking your configuration, measurements and artwork carefully before giving approval. Once artwork is approved for production, that approval is final.
3. Faulty products
You are entitled to a remedy where a product is faulty or defective, is not of acceptable quality, does not match its description or sample, is not fit for a disclosed purpose, or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law.
Contact us and we will assess the issue and provide an appropriate remedy. Depending on the circumstances, this may include repair, replacement components, replacement of the product or a refund.
The fact that a product was made to order does not affect your consumer guarantee rights.
4. Damaged or missing components
If your order arrives damaged or with missing components, please contact us as soon as reasonably possible. To help us investigate, we may ask for:
- your order number
- photographs of the packaging
- photographs of the damaged or missing components
- photographs showing the condition of the delivery on arrival
- your contact details.
5. Misuse or alteration
Consumer guarantee rights may not apply to a problem caused by misuse, incorrect installation, unauthorised alteration, failure to follow reasonable instructions, or other damage caused by the customer. This does not limit rights that cannot legally be excluded under the Australian Consumer Law.
6. How refunds are processed
Refunds are provided where required under the Australian Consumer Law, or where we have otherwise agreed in writing.
Approved refunds are generally processed to the original payment method. The time taken for funds to appear in your account may depend on your payment provider or financial institution.
7. Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage resulting from a failure to comply with a consumer guarantee.
8. Contact us
To report a fault, damage or missing components, or to ask about this policy:
Lyoley
Email: info@lyoleyworld.com
Phone: 0410 797 213
ABN: 54 281 850 535
Business address: 109 Buckingham Drive, Heidelberg VIC 3084