Policies & Procedures

Policies & Procedures

Effective Date: 1st January 2024
Last Updated: 10th September 2024

By purchasing from Lisa (hereafter referred to as "the Company," "we," "us," or "our"), you agree to abide by the following policies and procedures, which are intended to protect both the buyer and the seller. These policies ensure fair transactions, transparency, and the protection of the Company's interests against fraudulent activities.

1. Warranty Policy

1.1 Standard Warranty: We provide a 1-year limited warranty in accordance with Australian Consumer Law (ACCC). This warranty covers manufacturing defects in materials and workmanship under normal use. This warranty does not cover damages caused by misuse, abuse, accidents, unauthorised repairs, or modifications.

1.2 Warranty Claims: To make a warranty claim, customers must:

• Provide proof of purchase (such as an invoice or receipt).
• Submit photographic or video evidence of the defect if requested by the Company.

1.3 Warranty Exclusions: The following are excluded from our warranty:

• Damage due to normal wear and tear.
• Accidental damage or misuse.
• Any unauthorised repairs or alterations.
• Cosmetic imperfections not affecting the device's functionality.

1.4 Company Liability: Our liability is strictly limited to the cost of the product and shall not cover incidental or consequential damages arising from use or inability to use the product.

2. Returns, Refunds, and Exchanges

2.1 30-Day Money-Back Guarantee: We offer a 100% money-back guarantee on all purchases if you are unsatisfied with the product within 30 days of payment. The product must be returned in its original packaging and in good condition.

2.2 Free Returns for Faulty Products: In the case of a defective or faulty product, we offer free returns within the first 30 days. To initiate a return, you must:

• Contact our support team via email with your order number and a detailed description of the fault.
• Provide proof of the defect (e.g., photos or videos).
• Return the product in its original packaging using a prepaid shipping label provided by us.

2.3 Non-Refundable Situations:

• Products that are returned without prior approval from the Company.
• Returns that show signs of excessive wear or misuse.
• Any items returned beyond 30 days for reasons unrelated to defects.

2.4 Refund Process:

• Refunds will only be issued to the original payment method used for the purchase.
• Once the returned product is received and inspected, refunds will be processed within 10 business days.

2.5 Exchanges: Exchanges are allowed for defective products only. If the product is deemed faulty, it will be replaced with the same item at no additional cost.

3. Shipping Policy

3.1 Shipping Costs: Customers are responsible for any shipping fees associated with the purchase, except in cases where free shipping promotions apply or in cases of faulty products.

3.2 Order Processing: All orders are processed within 1-2 business days. If we are experiencing high volumes of orders, processing times may be delayed slightly. You will receive a notification if this occurs.

3.3 Shipping Confirmation: You will receive an email with tracking information once your order has been shipped. Please allow up to 24 hours for the tracking information to update.

3.4 International Shipping: We ship internationally; however, customers are responsible for all applicable duties, taxes, and customs fees imposed by their country.

4. Fraud Prevention & Security

4.1 Identification Verification: To prevent fraudulent transactions, we reserve the right to verify the identity of the purchaser. This may include requesting additional identification information, such as a government-issued ID, in cases where we suspect fraud.

4.2 Order Cancellations for Fraudulent Activity: We maintain the right to cancel any order that we deem suspicious or that shows signs of fraudulent activity, including, but not limited to:

• Multiple unsuccessful payment attempts.
• Mismatched billing and shipping information.
• Unusual purchasing patterns that do not align with typical consumer behavior.

4.3 Dispute Resolution: Any fraudulent claims (e.g., false claims of non-receipt or defective products) will be reported to the appropriate authorities. The Company may seek to recover any costs incurred as a result of fraudulent actions, including chargeback disputes and shipping costs.

5. Privacy Policy

5.1 Data Collection: We collect personal information for order processing, delivery, and customer service. This includes but is not limited to, your name, shipping address, email, phone number, and payment details.

5.2 Data Protection: We take all reasonable steps to ensure that your data is securely stored and protected. We will never sell or share your personal information with third parties unless required by law.

5.3 Customer Responsibility: Customers are responsible for ensuring their account and personal information is accurate and up-to-date. Any errors caused by incorrect information provided during checkout may not be eligible for refunds or exchanges.

6. Payment Policy

6.1 Accepted Payment Methods: We accept all major credit cards (Visa, Mastercard, American Express) and online payment methods (e.g., PayPal, Afterpay).

6.2 Payment Verification: All payments are subject to verification and fraud prevention measures. Orders will not be processed until payment is successfully cleared.

6.3 Chargebacks: Any chargeback disputes deemed fraudulent or unjustified by our payment processor will result in the customer being permanently banned from future transactions and reported to relevant authorities.

7. Intellectual Property

7.1 Product Design & Branding: All trademarks, logos, and product designs associated with Lisa are the intellectual property of the Company. Any unauthorised use or reproduction of this intellectual property is strictly prohibited and subject to legal action.

7.2 Content Ownership: All content, including text, graphics, images, and videos on our website and marketing materials, is owned by the Company and protected under copyright laws. Reproduction or distribution of this content without permission is prohibited.

8. Limitation of Liability

8.1 Use at Your Own Risk: While we stand by the quality of our products, Lisa is used at the customer's own risk. We are not responsible for any indirect, consequential, or incidental damages arising from the use or misuse of the product.

8.2 Health Disclaimer: Customers are responsible for consulting a healthcare professional if they have any pre-existing skin conditions or sensitivities before using the product. We are not liable for any adverse reactions or injuries related to pre-existing conditions.

By purchasing from Lisa, you agree to the terms and conditions outlined in this Policies & Procedures page. We reserve the right to update these policies at any time without prior notice. It is the customer's responsibility to review these policies periodically to stay informed of any changes.