Return Exchange Policy

Return, Refund & Exchange Policy

At Lantern Space, we make every effort to ensure that we deliver the products you have selected, when you need them. However, there may be a rare occasion where you need to either return or exchange a product that we have supplied. This document outlines how you can do this.

NOTE: nothing is this document is intended to alter or otherwise amend any rights available to Lantern Space’s customers under Schedule 2, Competition and Consumer Act 2010 (Cth) (Australian Consumer Law)

IMPORTANT: All customers seeking refunds or exchanges must fill out all relevant documentation (i.e. Return Form) prior to exchange or refund being approved. No goods or refunds will be given until our warehouse has received faulty/incorrect goods unless otherwise instructed.

Before you install

  • Please ensure the correct product has been supplied, and you are satisfied with the quality and design prior to installation. No refunds or exchanges will be given for change of mind once installed.
  • Please check the product(s) for any surface imperfections. Once they have been installed, Lantern Space cannot issue a refund for damaged products.

Change of mind

Lantern Space allows change of mind returns for up to 10 days from the date of delivery, provided that:

  • The product(s) have not been installed.
  • The product(s) must be in resalable condition.
  • The packaging for the product(s) must be undamaged and in resalable condition.

The product(s) must be returned to our QLD warehouse. Returns must be in person or via courier (at the customer’s expense). No returns are accepted at our  showroom under any circumstances.

Short-supplied or damaged goods

If your goods arrive damaged or short-supplied please contact us at info@lanternspace.com.au with photo evidence within 7 days of receiving the goods, and we will arrange a replacement item or part to be sent out ASAP. Please note, damage claims submitted outside of this timeframe may not be accepted. 

Custom orders

Custom orders require a non-refundable deposit of 50% at time of ordering. The full balance due for such orders must be paid prior to dispatch and cannot be refunded or credited due to change of mind. 

Please note that the lead times provided by Lantern Space are estimates only, and do not account for any delays in confirmation of drawings or photos.

Custom orders cannot be exchanged or refunded for change of mind. However, faulty custom orders can be refunded or exchanged, pursuant to the Lantern Space Product Warranty. If you have any issues, please direct them to our Service Department.

Trade orders

A trade order is any order which is placed for the purposes of resupply or resale. For all trade orders, a non-refundable 50% deposit is required to secure the order. Orders paid in full can be held in our warehouse for as long as required.

Refunds

Once your return is received and inspected, we will notify you if the refund is approved. If approved: 

  • The refund will be issued to your original payment method within 10 business days.
  • Refunds cover the product value only. Any shipping fees paid as part of the original order are non-refundable.
  • Please allow additional time for your bank or credit card provider to process the refund.