Refund policy

We do not accept returns or exchanges for change of mind or if the chosen size does not work in your space. All sales are final. If you receive a damaged or defective item, please contact us immediately for a resolution. We may replace the item or issue a refund at our discretion. Please ensure that you have carefully reviewed your order prior to finalizing your purchase.

To start a return, contact us at help@louvrelounge.co.nz, and we’ll start the return process. Please note that the customer is liable for all return freight costs to our warehouse.

If your return is accepted, we’ll send you return instructions on how and where to send your package.

You can always contact us for any return questions at help@louvrelounge.co.nz.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue.

Deposits
Once a deposit has been placed on a product, this is refundable on the basis that we cannot deliver your product. We will not refund deposits if you change your mind.

Preorders
Once a preorder has been placed on a product, this is refundable on the basis that we cannot deliver your product. We will not refund preorders if you change your mind.

Custom products
Because of the nature of custom products, we will not accept returns and/or refunds if you change your mind or the product does not fit your space. The only exception where we will provide a refund/return is when the product is damaged or defective.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@louvrelounge.co.nz.