We want every order to be right. Here is what to do if it is not.
We stand behind every bottle we make. If something is not right with your order, we want to know about it, and we will do our best to make it right.
Your rights under Australian Consumer Law
Under the Australian Consumer Law, you are entitled to a replacement, refund, or repair if a product has a major fault.
These rights apply to all Lost Sundays purchases — in-store and online — and cannot be excluded, restricted, or modified.
A major fault includes:
- An unsafe product
- A product that is significantly different from its description
- A product that does not do what it is supposed to do
- A product with a defect that would have prevented the purchase had it been known
If your order has a major fault, contact the Lost Sundays team, and we will resolve it promptly.
Damaged or faulty goods
If your order arrives damaged, faulty, or in an unsatisfactory condition, please contact us within [timeframe — client to confirm, e.g. 48 hours] of receiving it.
To process your claim, we will ask for:
- Your order number
- A description of the damage or fault
- Photographs of the damaged product and packaging
Once we have reviewed your claim, we will arrange a replacement, exchange, or refund as appropriate.
We take every care in packing your order for safe delivery. In the rare event that something arrives damaged, we will sort it out — no fuss.
Incorrect orders
If you receive an incorrect item — the wrong product, the wrong size, or something missing from your order — please contact us within [timeframe — client to confirm] of receiving your delivery.
We will arrange for the correct items to be sent to you as quickly as possible at no additional cost.
Change of mind returns
We understand that circumstances change. However, please note the following in relation to change-of-mind returns on alcohol products.
Under Queensland liquor legislation, the return and resale of alcohol is subject to specific restrictions. As a result, Lost Sundays is [client to confirm policy — e.g. unable to accept / able to accept under certain conditions] change of mind returns on alcohol products that have been:
- Opened or partially consumed
- Removed from original packaging
- Purchased more than [timeframe — client to confirm] ago
Refund and Returns Policy process and timeframes
Once a return or refund has been approved by the Lost Sundays team, refunds will be processed as follows:
- Refunds are issued to the original payment method used at the time of purchase
- Processing time is typically [timeframe — client to confirm, e.g. 3–5 business days] from the date the return is approved
- You will receive a confirmation email once your refund has been processed
Please note that original shipping costs are [client to confirm — e.g. non-refundable / refunded in the case of faulty or incorrect goods].
In-store purchases
For products purchased in-store at the Lost Sundays Distillery in Airlie Beach, please return to the distillery directly during opening hours with your proof of purchase.
In-store refund and exchange conditions are consistent with those outlined on this page and your rights under Australian Consumer Law.
For opening hours and location details, visit our Visit Us page.
How to get in touch
If you have a concern about your order — damaged goods, an incorrect item, or any other issue — the fastest way to get it resolved is to contact us directly.
Please have your order number ready when you get in touch, and we will take it from there.
Contact the Lost Sundays team.
For information on delivery and dispatch, visit our Shipping and Delivery Policy page.