Refund policy

RETURN & REFUND POLICY

At LAZO, we want you to be happy with your purchase and confident in the products and services we provide.

CHANGE OF MIND

For clothing and other physical products, we accept returns for change of mind within 30 days of delivery, provided that:

• The item is unused, unworn and in its original condition.
• The item is returned with its original tags and packaging where applicable.
• The item has not been washed, altered or damaged.
• Proof of purchase is provided.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Once we receive and inspect the returned item, we will process an exchange or refund to the original payment method.

Sale items and promotional purchases may be subject to different return conditions, which will be clearly stated at the time of purchase.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your product arrives damaged, defective, faulty or different from what you ordered, please contact us as soon as reasonably possible with your order number and photos or other relevant information.

We will assess the issue and provide the appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

RESOLE LAB SERVICES

Resole Lab services are subject to the Australian Consumer Law and the specific service agreement applicable to the order.

Because resoling is a repair service performed on customer-owned climbing shoes, the condition of the shoes will be assessed before work begins. We may contact you if we identify significant damage, structural issues or other conditions that may affect the outcome of the service.

Change-of-mind cancellations after work has commenced may not be refundable where the service has already been performed or materials have been used.

If a Resole Lab service does not meet the applicable consumer guarantees, we will work with you to provide the appropriate remedy in accordance with the Australian Consumer Law.

HOW TO REQUEST A RETURN OR REFUND

Please contact us with:

• Your order number
• Your name
• The reason for the return or refund request
• Photos where relevant

Please do not send items back before contacting us and receiving return instructions.

REFUNDS

Approved refunds will be issued to the original payment method where possible.

Refund processing times may vary depending on your payment provider or financial institution.

CONTACT

For return, refund or product enquiries, please contact us through the contact details provided on our website.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to consumers under the Australian Consumer Law.