Refund policy

Our 30-day guarantee

We want you to actually like the lantern. If it isn't right for your space, email hello@dusknest.com.au within 30 days of delivery and we'll refund you in full. You don't need to give a reason.

For a change-of-mind refund the lantern needs to come back in resaleable condition, in its original packaging. We'll send you a return address once you've been in touch.

Who pays return postage

  • Change of mind: you cover return postage. Use a tracked service — we can only refund what arrives back to us.
  • Faulty, damaged, or not as described: we cover it, and we'll send you a prepaid label.

Refund timing

Refunds are processed within 3 business days of the return arriving, back to your original payment method. Your bank may take a further 3–10 business days to show it.

Faulty items

If your lantern arrives damaged or stops working, email hello@dusknest.com.au with your order number and a photo or short video. We'll replace it or refund you — your choice — and cover all postage. Please don't send a faulty item back before contacting us.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they aren't of acceptable quality and the failure doesn't amount to a major failure. These rights apply in addition to the 30-day guarantee above.

Custom lanterns

Lanterns made from an image you supplied can't be returned for change of mind, because they can't be resold. This doesn't affect your rights if the lantern is faulty or materially different from the preview you approved. Full detail in our Custom Design Terms.

Cancelling an order

Because we make to order, email us within 24 hours if you want to cancel. After that we may have started folding, though we'll always try.

Questions: hello@dusknest.com.au