Refund policy

REFUND POLICY — KARRIVA

Last updated: 11 October 2026

1.         OVERVIEW

1.1      This Refund Policy applies to all purchases made through the Karriva website, operated by Lakehouse Enterprises Pty Ltd (ABN 94 693 322 502) ("we", "us", "our").

1.2      We want you to love your Karriva purchase. This policy sets out your options if you change your mind, receive a faulty item, or receive an incorrect order.

1.3      This policy operates alongside, and does not limit, your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes or restricts your statutory consumer guarantee rights.

2.         CHANGE OF MIND RETURNS

2.1      We accept change of mind returns within 30 days of the delivery date, provided all of the following conditions are met:

(a)      the item is unworn and unwashed;

(b)      the item is in its original condition with all tags attached;

(c)      the item is returned in its original packaging; and

(d)      you contact us before returning the item to obtain a return authorisation (see clause 5).

2.2      Return shipping costs for change of mind returns are at your expense. We recommend using a tracked postage service, as we are not responsible for items lost or damaged in transit on return.

2.3      Once we receive and inspect your returned item, we will contact you to confirm receipt and offer you the choice of:

(a)      a refund to your original payment method;

(b)      a store credit to use on a future Karriva purchase; or

(c)      an exchange for another item of equal or lesser value (subject to availability).

2.4      Refunds to the original payment method will be processed within 5 business days of us receiving and approving your return. Please allow additional time for your bank or payment provider to process the refund to your account.

2.5      Store credits will be issued by email within 2 business days of us approving your return and do not expire.

3.         ITEMS NOT ELIGIBLE FOR CHANGE OF MIND RETURNS

3.1      The following items are not eligible for change of mind returns:

(a)      items marked as final sale or clearance at the time of purchase;

(b)      items that have been worn, washed, damaged, or altered after delivery;

(c)      items returned without their original tags or packaging; and

(d)      items returned outside the 30-day return window.

3.2      Where an item is marked as final sale or clearance, this will be clearly communicated on the product page and at checkout. Final sale items retain full ACL consumer guarantee rights in the event of a fault or defect.

4.         FAULTY, DAMAGED OR INCORRECT ITEMS

4.1      If you receive an item that is faulty, damaged on arrival, or different from what you ordered, please contact us within 7 days of delivery at the details in clause 6.

4.2      Please include the following when contacting us:

(a)      your order number;

(b)      a description of the fault, damage, or discrepancy; and

(c)      photographs of the item and any packaging damage where relevant.

4.3      We will assess your claim and, where the item is confirmed as faulty, damaged, or incorrect, we will offer you:

(a)      a full refund to your original payment method;

(b)      a replacement of the same item (subject to availability); or

(c)      a store credit to the value of the item.

4.4      Return shipping costs for faulty, damaged, or incorrect items will be covered by us. We will provide you with a prepaid return label or reimburse reasonable return postage costs.

4.5      Our assessment of fault claims is conducted in accordance with the ACL. For a major failure, you are entitled to choose your preferred remedy (refund, replacement, or compensation). For a minor failure, we may choose to repair, replace, or refund the item within a reasonable time.

5.         HOW TO LODGE A RETURN

5.1      To lodge a return, please contact us using the details in clause 6 with the following information:

(a)      your full name and order number;

(b)      the item(s) you wish to return;

(c)      the reason for the return (change of mind, fault, or incorrect item); and

(d)      your preferred remedy (refund, store credit, or exchange).

5.2      We will respond to your return request within 2 business days and provide you with a return authorisation and instructions for sending your item back to us.

5.3      Please do not send items back without first obtaining a return authorisation. Items returned without authorisation may not be accepted.

6.         CONTACT US

6.1      For all returns, refund enquiries, or questions about this policy, please contact us at:

Lakehouse Enterprises Pty Ltd (trading as Karriva)

Email: support@karriva.com.au

Website: karriva.com.au

Postal address: PO BOX 1058, Cowaramup WA 6284

7.         AUSTRALIAN CONSUMER LAW

7.1      Our products 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.

7.2      For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au or call 1300 302 502.

This Refund Policy applies to all purchases made through the Karriva website, operated by Lakehouse Enterprises Pty Ltd (ABN 94 693 322 502).