Returns Policy

Last updated: 7 October 2026

We hope you love your latch it. (“we”, “us”, “our”) order. The Returns Policy (Policy) has two parts:

  • Part A covers items that are faulty, damaged, incorrect or not as described. Your rights under the Australian Consumer Law always apply.
  • Part B covers change-of-mind returns. This is an extra offer we make voluntarily, and it has conditions.

This Policy forms part of our Terms & Conditions.

Part A: Faulty, damaged or incorrect items

Your rights

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 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.

These rights apply to all items, including items bought on sale, during a promotion or with a discount code.

What to do

If your item:

  • arrives damaged;
  • is faulty or not of acceptable quality;
  • is significantly different from its description or photos; or
  • is not the item you ordered,

please contact us via the get in touch form with your order number, a short description of the problem and, if possible, photos of the item and packaging.

Please contact us via the get in touch form as soon as possible, but no later than 30 days from the date of purchase. Reporting it quickly helps us sort it out faster, especially if the carrier needs to be involved.

What happens next

We will review your claim and let you know the outcome. Where your item has a problem covered by the Australian Consumer Law:

  • for a major failure, you can choose a refund or a replacement; and
  • for a failure that is not major, we will repair or replace the item, or refund you, within a reasonable time.

Refunds are made to your original payment method, not as latch it. store credit, unless you ask for latch it. store credit.

If we ask you to send the item back, we will cover the reasonable cost of return postage. There is no handling fee for these returns. The change-of-mind conditions in Part B, such as returning the item unused and in its original packaging, do not apply.

What is not covered

Our guarantees do not cover damage caused by misuse, accidents, normal wear and tear, or not following the product's care instructions. We will always look at each claim individually.

Part B: Change-of-mind returns

Which items can be returned

If you have changed your mind, you can return eligible items for latch it. store credit if:

  • the item was bought at full price from our Website;
  • you lodge your return request within 14 days of receiving your order; and
  • the item meets the condition requirements below.

The following items cannot be returned for change of mind:

  • items bought on sale or during a promotional event;
  • items bought using a discount code; and
  • E-Gift Cards.

We accept one change-of-mind return request per order.

Condition of returned items

To be eligible for latch it. store credit, returned items must be:

  • unused and in their original condition;
  • returned with all original packaging, including any complimentary latch it. storage bag that came with your purchase; and
  • free from marks, stains, damage, odours, cleaning products and alterations.

We cannot accept change-of-mind returns of items that have been used, washed or cleaned, damaged, stained or altered, or that are missing their original packaging or storage bag.

How to return an item

  1. Lodge your return request through our Returns Portal within 14 days of receiving your order.
  2. Pack the item securely in its original packaging, with its storage bag. You will receive an email with the return label to the email address associated with the order.
  3. Send it to the address given in the Returns Portal by using the Return Label provided. We recommend using a tracked postage service, as we cannot credit returns that do not reach us.

Costs

For change-of-mind returns:

  • you are responsible for the cost of return postage; and

Store credit

Once we receive and approve your return, we will email your latch it. store credit to the email address used for the original order within 7 business days.

Your latch it. store credit will be for the price you paid for the returned item, less the handling fee. Original shipping costs are not credited.

Latch it. store credit is valid for 3 years from the date it is issued, has no fees, and cannot be exchanged for cash.

Returns that do not meet these conditions

If a change-of-mind return is lodged after the 14-day period, or an item we receive does not meet the conditions above, we cannot issue latch it. store credit. We will contact you, and we can send the item back to you at your cost. 

Contact us

For any questions or help with a return, please contact us via the get in touch form.