Returns and refunds
Lockers are produced to order and shipped by international freight, so the rules below are set by where your order is in that process. This page restates sections 7 to 11 of our Terms and Conditions.
Changes and cancellations before shipment
Lockers are produced to order. If you need to change or cancel an order before it ships, contact us as soon as possible at contact@laundrywise.com and we will work through the options with you. Costs already committed to production or freight may not be recoverable.
Returns
Because lockers are produced to order and shipped by international freight, we do not accept returns for change of mind once your order has shipped.
Refunds
We do not offer change-of-mind refunds once an order has shipped. If a locker or lock is faulty we will repair or replace it under warranty. If we cannot repair or replace it within a reasonable time, we will refund the affected item to your original payment method. Approved refunds are processed within 10 business days of us confirming the refund. Nothing in this policy excludes any rights you may have under the Australian Consumer Law or under the consumer protection laws that apply where you are.
Inspection and transit damage
Please inspect your lockers on arrival. Report any fault or transit damage to contact@laundrywise.com within 7 days of delivery, with photographs of the packaging and of the issue. Freight insurance claims require prompt notice, so reports made more than 7 days after delivery may not be recoverable from the carrier and may limit the remedies available to you. Faulty items remain covered by the warranty.
Warranty
Every order comes with a 5-year warranty on both the lockers and the locks. If something fails under normal use we will repair or replace it. Full warranty terms, including exclusions, are set out in your Letter of Engagement. Warranty claims start by emailing contact@laundrywise.com.
Sales and marketing packs
Packs are produced to your brand. Once the brand form is submitted and work has started, the pack is not refundable; we revise until it is right.
Software
Laundry Wise software has no subscription to refund. Card payment shares are settled per transaction and are not refundable; disputed customer payments follow the card network's rules.
How to ask
Email contact@laundrywise.com or WhatsApp +1 510 858 6886 with your Letter of Engagement number.