Refund policy

Returns & Refunds Policy 

Change of Mind 

Lengua does not offer refunds, returns or exchanges for change-of-mind purchases. 

This includes circumstances where a customer changes their mind, finds the item cheaper elsewhere, selects the wrong product, no longer needs the product, or decides they do not like the product after purchase. 

Faulty, Damaged or Incorrect Items 

If you receive an item that is faulty, damaged, incorrect, unsafe, significantly different from the product description, or otherwise fails to meet a consumer guarantee under Australian Consumer Law, please contact us at hello@lengua.com.au within 14 days of receiving your order. 

Please include your order number, a description of the issue, and clear photographs where relevant. 

We will assess the issue and provide an appropriate remedy where required under Australian Consumer Law. 

Australian Consumer Law Remedies 

Nothing in this Returns & Refunds Policy excludes, restricts or modifies your rights under Australian Consumer Law. 

If there is a major problem with a product, you may be entitled to choose a refund, replacement or other remedy under Australian Consumer Law. 

If there is a minor problem with a product, we may choose to provide a repair, replacement, refund or other remedy as permitted by Australian Consumer Law. 

A product may have a major problem where, for example, it is unsafe, substantially unfit for its normal purpose, significantly different from the description or sample, or has a problem that would have stopped a reasonable consumer from buying it had they known about it. 

Items Not Eligible for Change-of-Mind Returns 

The following items are not eligible for change-of-mind returns or exchanges: 

  • Books, toys, games, educational resources and other physical products purchased in error or no longer wanted. 

  • Sale, promotional, discounted or clearance items, except where required under Australian Consumer Law. 

  • Digital products, downloads, worksheets, printables, templates and activity packs once purchased, accessed, downloaded or delivered, except where required under Australian Consumer Law. 

  • Items damaged due to misuse, improper handling, normal wear and tear, or failure to follow product instructions. 

Return Authorisation & Return Address 

Customers must contact Lengua and receive return authorisation before returning any item. 

Return address details will be provided by email once a return has been assessed and approved. Please do not send items to any address without prior written return authorisation. 

Return Shipping Costs 

Where a return is required because an item is faulty, damaged, incorrect, or fails to meet a consumer guarantee, return shipping arrangements will be assessed in accordance with Australian Consumer Law. 

Where a return is not required by law or has not been authorised by Lengua, the customer may be responsible for any postage or handling costs incurred. 

Proof of Purchase 

We may require proof of purchase before assessing a return, refund, replacement or other remedy. 

Assessment 

All return and refund requests are assessed case by case. Providing photographs and order details promptly helps us resolve issues more efficiently.