Refund Policy

Effective Date: 11 July 2026

Thank you for shopping with Lowtrace.

We want you to be happy with your purchase. If you're not completely satisfied, we're here to help.

Returns

We accept returns for eligible items within 30 days of the date your order is delivered.

To be eligible for a return, items must:

• Be unworn, unwashed, and unused.
• Have all original tags attached.
• Be returned in their original packaging where possible.
• Be free from marks, damage, perfume, deodorant, pet hair, or any other signs of wear.

We reserve the right to decline returns that do not meet these conditions.

Change of Mind

If you change your mind about your purchase, you may return eligible items within 30 days of delivery for:

• A store credit; or
• An exchange (subject to stock availability).

Refunds are not provided for change-of-mind purchases.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us within 7 days of receiving your order.

Where an item is confirmed to be faulty or supplied incorrectly, Lowtrace will provide a suitable remedy in accordance with the Australian Consumer Law. This may include:

• A replacement;
• A repair (where appropriate); or
• A refund.

If required, we will also cover the reasonable cost of return shipping for faulty or incorrect items.

Sale Items

Items marked as Final Sale or Clearance cannot be returned unless they are faulty or required to be returned under the Australian Consumer Law.

How to Start a Return

To request a return, please email us at:

support@lowtrace.com

Please include:

• Your order number
• Your full name
• The reason for your return
• Photos if your item is faulty or damaged

Our team will provide return instructions once your request has been reviewed.

Processing Returns

Once your return has been received and inspected, we will notify you of the outcome.

Approved store credits, exchanges, or refunds (where applicable) will generally be processed within 5–10 business days.

Australian Consumer Law

Nothing in this Refund Policy excludes or limits your rights 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions regarding this Refund Policy, please contact us at:

Email: support@lowtrace.com

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@lowtrace.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@lowtrace.com