Shipping, Returns and Refunds Policy
All Liquidsands deliveries are '100% OFFSET CARBON NEUTRAL' through Sendle.
This carbon neutral partnership enables us to support genuinely world-changing initiatives aimed at preserving and regenerating natural ecosystems, whether it’s restoring endangered rain forest habitats or providing clean water access for communities in Africa. By doing so, we ensure that all Sendle deliveries have a net carbon footprint of zero. ACTUALLY ZERO!
Fast Shipping times:
Zone 1 - Australia and New Zealand | 4-6 working days
Zone 2 - North America, Western Europe, Asia and the Pacific | 6-13 working days
Zone 3 - Rest of the world | 10-15 working days
PO Box deliveries are available for International locations outside of Australia only. Within Australia a physical address only must be supplied.
International Freight Note: Orders placed from the Middle East must include a PO Box as a part of their address. This is a requirement for the local country postal service. All shipping addresses entered on the website are to be written in English without accents or marks.
Liquidsands Life Pty Ltd trading as Liquid Sands is an Australian based company. We are 100% committed to providing our customers the highest quality products and this is reflected in our Refund Policy. However there are a few restrictions to cover both you and us.
Our Refund Policy applies to all purchases ordered online at http://www.liquidsands.com.au
Our Refund Policy does not exclude or replace your rights given under Australian Consumer Law and Regulations.
Refunds will be made using the original payment method you used at checkout on our website
If your order is returned due to an incorrect address or is unclaimed, Liquidsands reserves the right to charge an additional delivery fee to have the order re-shipped.
Changing your mind
If you simply change your mind we are not able to provide an exchange or refund. In some circumstances we may provide an exchange and you will need to a provide a proof of purchase.
In addition, the product must be:
Unused, complete and in our original packaging,
In perfect saleable condition for us to on-sell
Returned to us with any perk, gift or bonus product you received with the order
The exchange or refund is sought within 7 days of your purchase
Depending on your location you will be charged a freight cost which is deducted from the purchase price
Change of Address after your checkout
A change of address after you check out will need to be submitted to us immediately. Email us with the change of address details to firstname.lastname@example.org. However once a parcel is shipped we cannot re-direct your delivery and it will arrive at your nominated address entered at check out.
If an item is faulty, you can have rights to a remedy under the Australian Consumer Law.
If there is a major fault with your item, you can choose a refund or an exchange. If the fault is minor, we will replace that part of the faulty item free of charge. Faults do not include your wear and tear from everyday use.
Liquidsands will need the proof of purchase before providing a remedy under the Australian Consumer Law. A photo will need to be provided to our customer happiness team at email@example.com supporting your claim.
Perks, Gifts, Rewards and Bonuses:
Where a product is purchased with a gift, reward or bonus, the gift, reward or bonus must also be returned (unless otherwise stated). If you are unable to return the gift, reward or bonus, or it is not in a saleable condition, the refund will be reduced by the value of the gift, reward or bonus.
For bundle buys, all items within the bundle buy must be returned or the value of the unreturned items will be deducted from your refund.
Note that Sale items are heavily discounted and therefore they will not be refunded unless they are faulty. Freight charges will apply to all sale items that are accepted for a refund.
Order confirmation notification
Ensure you check you’re junk folder. If you cannot find your confirmation email please email our customer happiness team at firstname.lastname@example.org stating your email address provided during checkout so we can assist you.
Currency used to purchase products on our site
All prices stated on the Liquidsands site are in AUD.
The inbuilt currency converter can convert the price to your local currency. Due to exchange rate fluctuations this price may change at checkout. The price of your cart can be displayed in your local currency but you will checkout using AUD. Depending on your banks conversion rates and charges the final amount on your bank statement may differ than it does at checkout.
Your order states its unfulfilled
Once your order is collected you will receive an email to confirm your order is fulfilled and on route to your nominated check out address along with a tracking number from our freight provider - Sendle..
Picking up your order
Online orders cannot be picked up from our business address. All pickups or returns are to be emailed to our customer happiness team at email@example.com who will arrange deliveries and returns via our freight provider - Sendle.
What if I want to Change or Cancel my order?
If you need to cancel or make changes to your order you must contact us immediately so that we can rectify the change prior to shipping. Email us for order requests to our customer happiness team at firstname.lastname@example.org
Ensure you have read our Shipping, Returns and Refunds policy before proceeding.
We always endeavour to have enough stock coming in but during sales periods we sell out quickly. If a colour or style is marked as sold out you can email us at email@example.com and we can advise you of the approximate re-stocking date.