If Your Item Is Damaged, Defective or Incorrect

If you receive a product that is damaged, defective, or incorrect due to an error on our part, you are entitled to return the item at no cost to you. To begin the return process, please contact our customer support team at support@layupshop.com with your order details and photos or a description of the issue. Our team will provide you with return instructions and support throughout the process.

Once we have received the returned item and verified the reason for the return, we will promptly send you a replacement product or issue a full refund, including any shipping and handling charges you paid.

Change of Mind and Non-Fault Returns

We encourage all customers to choose carefully when placing orders. LayUp offers products through a layby-style payment system, meaning that once your payment plan is completed, you are committed to the purchase.

Under applicable consumer protection laws in Australia, New Zealand, and most U.S. states, customers are not entitled to a refund simply because they change their mind, order the wrong size or colour, or discover that the product does not meet personal expectations or preferences.

Your Rights Under Consumer Protection Laws

Australia

Under the Australian Consumer Law (ACL) you are entitled to a refund, replacement, or repair if the product you purchased:

• Is not of acceptable quality
• Does not match the description or sample shown
• Is not fit for purpose
• Contains a major fault that cannot be easily or quickly repaired
• You can learn more about your rights at the ACCC's official website.

Consumer Guarantees – ACCC

New Zealand

In New Zealand, the Consumer Guarantees Act 1993 (CGA) gives you similar rights. If a product is faulty, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund depending on the severity of the issue. For more information, you can visit:

Consumer Protection NZ – Know your rights

United States

Consumer protection laws in the United States vary by state. However, federal law generally requires that products sold must be as described, fit for their intended use, and free from major defects. In states like California, additional rights may apply under the California Consumer Privacy Act (CCPA) and the Song-Beverly Consumer Warranty Act. If a product you purchase from LayUp is defective, misrepresented, you may be entitled to a repair, replacement, or refund.

We comply with all applicable federal and state laws and will assess each request for refund or return in accordance with your location's governing rules.

Return Timeframes

To ensure timely processing, we ask that you contact us as soon as possible upon receiving an incorrect or faulty item. Specific timeframes may apply depending on your local laws, but generally:

• In Australia and New Zealand, customers should raise the issue within a reasonable time (typically within 30 days).
• In the USA, return periods can vary, but we generally encourage claims to be made within 30 days from receipt of the item for a smoother experience.

How to Request a Return or Refund

To request a return, refund, or replacement, please contact our support team:

Email: support@layupshop.com

Please include the following details in your request:

• Your full name and order number
• A clear description of the issue
• Photos (if applicable)
• Your preferred resolution (refund or replacement)

Our Commitment

At LayUp, we strive to ensure that every customer has a positive shopping experience. We take all concerns seriously and will work with you to resolve any product issues as quickly and fairly as possible. Our commitment to ethical retailing and compliance with international consumer protection laws is part of what makes LayUp a trusted name in layby and installment-based shopping.