Return & Refund Policy

Last updated: 21 July 2026

Because Liland sells very different kinds of products, our return conditions differ by category. Please read the part that applies to your item:

Your rights under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies the consumer guarantees under the Australian Consumer Law (ACL). If a product has a major failure you are entitled to your choice of a replacement or refund; for minor failures we may repair or replace the product within a reasonable time. The conditions below are our additional, voluntary change-of-mind terms.

Part A — Desks, Chairs & Accessories

A1. 30-Day Risk-Free Returns

  • You may return desks, chairs and accessories within 30 days of delivery for a refund, within Australia.
  • Limit of 3 items per customer under this program. Larger quantities are treated as bulk orders and are not returnable for change of mind.
  • Items must be disassembled and repacked in the original packaging, complete with all parts, hardware, manuals and accessories.
  • Items returned in like-new condition receive a full refund. If an item shows signs of use, marks or missing packaging but is still resellable, a 10% restocking fee applies.
  • Return shipping for change-of-mind returns is at your cost, via a trackable service. Faulty or incorrectly supplied items are returned at our cost.

A2. How to Return (RMA Required)

  1. Email aerlume.au@gmail.com or call +61 451 355 101 with your order number, the item you wish to return and the reason (photos help).
  2. We will confirm eligibility and issue a Return Merchandise Authorisation (RMA) together with the return address. Returns sent without an RMA may be refused.
  3. Ship the item using a trackable service and keep your receipt and tracking number. You are responsible for the item until it reaches us.
  4. Once received and inspected, approved refunds are processed within 1 business day. Banks and card issuers typically take a further 4–6 business days to show the funds.

A3. Cosmetic Damage on Arrival

If your desk or chair arrives with cosmetic damage (scratches, dents, paint chips) but works perfectly, report it within 3 days of delivery with clear photos (close-up, with a ruler or reference object, and from normal viewing distance — and keep the packaging). You can choose to keep the product with partial compensation according to the published standards on our Warranty page, or request a replacement of the affected part. This does not affect your ACL rights.

A4. Returns After 30 Days

Change-of-mind returns between 30 and 60 days may be accepted at our discretion in one of two ways:

  • Option A: you arrange and pay return shipping, and a 10% restocking fee applies; or
  • Option B: we arrange and pay the return shipping, and a 15% restocking fee applies.

A5. Not Returnable (Change of Mind)

  • Bulk orders (more than 3 of the same item) and commercial fit-outs
  • Custom or made-to-order items
  • Clearance / final-sale items
  • Installation or assembly services already performed
  • Original shipping and handling fees (where charged)
  • Items damaged, modified or missing original packaging due to customer handling
  • Items purchased from third-party platforms or other retailers — please contact the original seller

A6. Order Cancellations

  • Orders can be cancelled free of charge within 1 hour of purchase.
  • After dispatch, a cancellation is treated as a return under this policy.
  • If a delivery is refused, the actual outbound and return freight costs will be deducted from the refund.

Part B — Apparel (Hello Kitty and Friends)

Apparel is a hygiene-sensitive category, so the following strict conditions apply to change-of-mind returns:

  • 14-day window: contact us within 14 days of delivery. Requests outside this window will not be accepted for change of mind.
  • Unworn & unwashed: items must be unworn (other than briefly trying on), unwashed, unaltered and free of any odours (perfume, smoke, detergent), stains, makeup, deodorant marks or pet hair.
  • Tags & packaging: all original tags must still be attached and the item returned in its original packaging.
  • Final sale: socks, underwear and other items worn close to the skin, plus clearance/sale items and gift cards, cannot be returned for change of mind.
  • Return shipping: at your cost, via a trackable service, after an RMA is issued (see A2 for the process — it applies to all categories).
  • Inspection: refunds are issued only after inspection. Items that do not meet the above conditions will be refused or sent back to you at your cost, and no refund will be given.
  • Exchanges: size exchanges are subject to available stock, limited to one exchange per order, with shipping both ways at your cost. Please check the size chart on each product page before ordering.

Part C — Pet Apparel (KUWOOF)

For hygiene and animal-safety reasons, pet apparel has our strictest conditions:

  • No change-of-mind returns once used: items that have been worn by a pet, washed, or that carry any pet hair, odour or damage cannot be returned or exchanged for change of mind — no exceptions.
  • Unused items only: change-of-mind returns are accepted only within 14 days of delivery for items that are completely unused, with tags attached and original packaging intact.
  • Measure first: pet sizing varies by breed and build. Please measure your pet against the Size Chart on each product page before ordering — wrong-size purchases are treated as change of mind.
  • Exchanges: unused wrong-size items may be exchanged once, subject to stock, with shipping both ways at your cost.
  • Faulty items: if a KUWOOF item has a manufacturing fault, your ACL rights apply in full — contact us with photos and we will repair, replace or refund.

Part D — Gaming Peripherals (ATK Keyboards & Mice)

Gaming peripherals are precision electronics, so they are not covered by the 30-day risk-free program that applies to desks and chairs:

  • No change-of-mind returns: please check the model, switch type and colour carefully before ordering.
  • Faulty, dead-on-arrival, transit-damaged or incorrectly shipped items are covered in full under the Australian Consumer Law — we will repair, replace or refund, with return shipping at our cost, and replacement units are brand new.
  • Software and settings issues (for example ATK HUB configuration or polling-rate setup) are not by themselves a product fault. Contact our support team first and we will help you troubleshoot; if a hardware fault is confirmed, the remedies above apply.
  • Consumables and included accessories (keycaps, mouse feet, grip tape, cables) are assessed for manufacturing defects rather than normal wear.
  • Pre-orders: follow the standard Order Cancellations terms in A6. Estimated dispatch timeframes shown on product pages are estimates only and may change with stock arrival dates.

Refund Method & Timing

  • Refunds are made to the original payment method only.
  • Approved refunds are processed within 1 business day of inspection; allow a further 4–6 business days for your bank or card issuer.
  • If you paid by instalments, the refund is returned to the instalment provider, which will adjust your payment plan under its own terms.

Need Help?

📧 aerlume.au@gmail.com
📞 +61 451 355 101 (Mon–Fri, 9:00 AM – 5:00 PM AEST)