Refund policy
Lifetold is designed to help families uncover stories, memories and conversations that might otherwise never be shared.
That’s why every Lifetold Family Story Set is backed by our 30-Day First Story Guarantee.
Use Lifetold with someone you care about. If, after genuinely giving it a go, you don’t feel it helped uncover at least one story, memory or conversation worth having, contact us within 30 days of receiving your order and we’ll offer you a refund of the purchase price.
To make a claim under the First Story Guarantee:
- Contact us within 30 days of delivery.
- Provide your name and order number.
- Let us know that you are claiming under the 30-Day First Story Guarantee.
- We may ask you a few brief questions about your experience so we can understand what didn’t work for you.
Because Lifetold is a personal storytelling product, please contact us before returning a used set, particularly if your journal contains private or personal family information. We’ll let you know the appropriate next step.
The First Story Guarantee applies once per Lifetold set purchased and is intended for customers who have genuinely tried the product.
This guarantee is in addition to, and does not limit, any rights you may have under the Australian Consumer Law.
Change-of-Mind Returns
Outside the First Story Guarantee, we accept change-of-mind returns within 30 days of delivery.
To qualify for a change-of-mind return, your Lifetold set must be:
- unused;
- in its original condition;
- returned with its original packaging; and
- accompanied by proof of purchase.
Please contact us before sending anything back. Returns sent without first contacting us may not be accepted.
Customers are responsible for return postage for change-of-mind returns.
Once your return has been received and inspected, we’ll let you know whether the refund has been approved.
Damaged, Faulty or Incorrect Orders
Please contact us as soon as reasonably possible if your Lifetold order arrives damaged, faulty, incomplete or incorrect so we can assess the issue and make it right.
Depending on the circumstances and your rights under Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.
You do not need to keep original packaging in order to exercise rights that apply to faulty goods under Australian Consumer Law. Your statutory rights also cannot be restricted to a 30-day period.
If we confirm that the product has a fault covered by Australian Consumer Law, reasonable return costs you incur will be reimbursed where required by law.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
Australian consumers have automatic consumer guarantees when purchasing goods. Where those guarantees are not met, consumers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and seriousness of the problem. These rights exist separately from Lifetold’s voluntary 30-Day First Story Guarantee and may continue beyond the 30-day guarantee period.
Digital Bonuses
Some Lifetold purchases may include downloadable or digitally delivered bonuses.
Digital products that have already been accessed or downloaded are not eligible for a change-of-mind return unless required by law.
Receiving or accessing a digital bonus does not prevent an otherwise eligible claim under the 30-Day First Story Guarantee for your Lifetold Family Story Set.
Your rights under Australian Consumer Law continue to apply to digital products and services where applicable.
Sale and Promotional Orders
Purchases made during a sale or promotion are still eligible for the 30-Day First Story Guarantee unless a particular promotion clearly states otherwise.
Sale pricing also does not remove or reduce any rights you may have under Australian Consumer Law. Businesses cannot use sale conditions to remove statutory remedies for faulty goods.
Any refund will generally be based on the amount actually paid for the product after discounts.
Refunds
Once a refund is approved, it will be issued to your original payment method.
Please allow time for your bank, card provider or payment service to process and display the refund after it has been issued.
Original delivery charges, if any, are generally not refundable for change-of-mind returns. This does not affect any rights you may have regarding delivery or return costs where goods are faulty or otherwise fail to meet a consumer guarantee.
Exchanges
If you receive an incorrect or damaged Lifetold set, please contact us and we’ll determine the quickest appropriate solution.
For ordinary change-of-mind exchanges, please contact us before returning your order.
Cancellations
If you need to cancel or change an order, contact us as soon as possible.
We’ll do our best to help, but once an order has been processed or dispatched we may not be able to cancel it. You may instead need to follow the applicable return process above.
How to Contact Us
For returns, refunds or a claim under the 30-Day First Story Guarantee, contact:
Lifetold
Email: fiona@getlifetold.com
Please include your order number whenever possible.