Returns and Refund Policy

Change of mind returns 

Due to the intimate nature of our products, unfortunately we are unable to accept returns, exchanges or refunds due to change of mind or product selection error. Please choose carefully, and if you have any questions or concerns, please contact customer service via libra.ANZ@essity.com for assistance prior to placing your order.  

Other returns 

We will accept product returns and provide you with an exchange voucher or refund where the following criteria is met: 

-  The product is faulty or is not of acceptable quality, or the product is not fit for its intended purpose, or the product does not match the sample or our description; and 

-  You can present your receipt, online tax invoice or other adequate proof of purchase form the Love Libra website. 

Please send all return requests via email to libra.ANZ@essity.com  Please list your reason for return along with details of your order reference or invoice and we will get in contact with you to discuss. All claims for a refund / credit must be communicated to us within fourteen (14) days of delivery or discovery of a fault in the goods. Your Customer Service representative will provide instructions on how to return the affected product to us, this may include via our reply-paid address at no cost to you.  If your product arrives and is deemed as faulty or damaged, we can arrange to send out replacement stock for you. 

We may choose not to offer an exchange or refund or to pay for your shipping of the product to us where the item fault is a result of misuse or neglect. 

Note: In order to process your return we may, at our discretion, request and record your ID and personal information. Any personal information you provide will be managed in accordance with our privacy policy. 

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting evidence. 

Note: Our goods 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure. 

We reserve the right to 

Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in an exchange or refund being refused. 

Note: 

-  Your online tax invoice (email receipt) is the best form of proof of purchase 

-  Refunds will be issued using your original payment method 

-  Gift and e-Gift cards are not redeemable for cash