Last updated: October 25, 2026
Returns
Return eligibility depends on the items in your order.
Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary.
Unless required by applicable law or expressly stated in our website or policy, we do not accept returns.
How to start a return
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item.
Damages and issues
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
Refunds
Please read this policy before you buy, because Scoops work differently from regular products.
1. How Scoops work
Every Scoop is a bundle of physical accessories. The pieces in your Scoop are drawn by our system at the moment your payment is confirmed, using the odds published on our Odds page. Once the draw has happened, the result is final and is linked to your order. Every piece is a real physical product that we pack and ship to you.
2. Cancellations
Because your pieces are drawn as soon as your payment is confirmed, orders cannot be cancelled or changed after payment. We cannot cancel an order so that it can be drawn again, and we cannot swap pieces for other pieces you prefer.
3. Change of mind
We do not offer refunds or exchanges for change of mind, including if you are not happy with the pieces drawn for your Scoop. Please check the published odds before you buy.
4. Faulty, damaged or incorrect items
This does not affect your rights under the Australian Consumer Law. If a piece arrives faulty, damaged, or is not as described, or if your Scoop arrives with fewer pieces than your order shows, contact us within 7 days of delivery at [your email] with:
- your order number (for example #1001)
- clear photos of the affected piece(s) and the packaging
Once we confirm the issue, we will, at your choice where the law requires it:
- replace the piece with the same item, or, if it is no longer available, an item of equal or greater value; or
- refund the value of the affected piece(s).
For a major failure, you are entitled to a refund or a replacement under the Australian Consumer Law.
5. Lost or undelivered parcels
If your tracking shows no movement for [10] business days, or your parcel is marked as delivered but you have not received it, contact us at [your email]. We will open an investigation with the carrier and, if the parcel is confirmed lost, we will resend the same pieces or refund your order.
6. Wrong address
Please check your shipping address at checkout. We are not responsible for parcels sent to an incorrect address entered at checkout. If a parcel is returned to us, we can resend it once you pay the new shipping cost.
7. How refunds are paid
Approved refunds are returned to your original payment method within [5–10] business days. Shipping costs are not refunded unless the problem was our mistake or the item is faulty.
8. Chargebacks
If you have a problem with your order, please contact us first so we can help. Opening a chargeback without contacting us may delay the resolution.
Contact
To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at lozanogabo58000@gmail.com or use the contact details in our contact information policy.