Refund policy

 

Last updated: 25 July 2026

This policy applies to purchases made from inLanguage Boutique, including courses, private lessons, course books, gift products and other physical items.

It should be read together with our Course Enrolment Terms, Gift Cards & Language Gifts Terms and Shipping & Pickup Policy.

1. Courses and private lessons

Refunds, transfers, missed classes and private-lesson cancellations are covered by our Course Enrolment Terms.

We do not ordinarily provide refunds where a student:

• changes their mind
• selects the wrong course or level
• can no longer attend
• misses a lesson
• experiences a change in personal, work or travel circumstances.

This does not affect any rights available where there is a problem with a service supplied by ILB.

2. Courses cancelled by ILB

If ILB cancels a course before it begins, the student may choose:

• transfer to another suitable course
• credit toward a future course
• a refund of the amount paid for the cancelled course.

If ILB cannot provide part of a purchased course or lesson package, we will offer an appropriate replacement, credit or refund for the affected portion.

3. Change-of-mind returns for physical products

Eligible physical products may be returned within 14 days of delivery or collection.

To qualify, the item must be:

• unused
• unmarked
• undamaged
• in resalable condition
• returned with any packaging, components and unused access codes
• accompanied by proof of purchase.

Please contact ILB before returning an item.

Original and return delivery costs are not ordinarily refunded for a change-of-mind return.

4. Books and access codes

Course books cannot be returned for change of mind where:

• they have been written in, highlighted or damaged
• a digital access code has been revealed, registered or activated
• sealed supplementary materials have been opened
• any included component is missing.

This does not apply where a book is faulty, damaged or incorrectly supplied.

5. Items not eligible for voluntary change-of-mind returns

We do not ordinarily accept change-of-mind returns for:

• digital gift cards once issued
• specific language gifts once redeemed
• courses or lessons once booked or commenced
• personalised printed vouchers
• customised gift packaging
• activated digital products or access codes
• used or marked books.

Gift products are also covered by our Gift Cards & Language Gifts Terms.

6. Faulty, damaged or incorrect products

Please contact us promptly if a physical product:

• arrives damaged
• is faulty
• is materially different from its description
• is the wrong item
• is missing a component.

Include your order number, a description of the issue and photographs where helpful.

Depending on the problem, we will arrange an appropriate repair, replacement, refund or other remedy. The available remedy generally depends on whether the problem is major or minor.

7. Missing or damaged deliveries

If an order does not arrive, arrives incomplete or is damaged in transit, contact ILB with your order number and any available photographs or tracking details.

We will investigate the issue and arrange an appropriate replacement, refund or other solution.

Further delivery information is available in our Shipping & Pickup Policy.

8. Returning an item

Do not send an item back before contacting us.

Once a return is approved, we will provide instructions for returning it by post or delivering it to an approved ILB location.

Products should not be handed directly to a teacher unless this has been arranged with ILB.

For change-of-mind returns, the customer is responsible for return delivery costs.

Where an item is faulty, damaged or incorrectly supplied, ILB will provide or reimburse reasonable return arrangements where appropriate.

9. Refunds

Approved refunds are generally issued to the original payment method.

Where an order was paid wholly or partly with an ILB gift card, the relevant amount may be returned to that gift card or issued through a replacement gift card.

Refunds will ordinarily cover the amount actually paid for the relevant product or service.

Original shipping charges are refunded only where appropriate, including where an entire order is refunded because of a problem for which ILB is responsible.

Your bank or payment provider may take additional time to display a processed refund.

10. Proof of purchase

We may ask for reasonable proof of purchase, such as:

• an order confirmation
• receipt
• bank or card statement
• gift receipt
• customer order record.

11. Sale products

Sale and discounted products remain covered if they are faulty, damaged or incorrectly supplied.

A sale item may still be excluded from ILB’s voluntary change-of-mind policy where this was clearly stated before purchase. Sale pricing cannot remove statutory consumer rights.

12. Consumer rights

Our products and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded. Consumers may be entitled to a repair, replacement, refund or cancellation where goods or services do not meet those guarantees.

13. Contact

To request a return or refund, contact ILB and include:

• your name
• order number
• the product, course or lesson concerned
• the reason for your request
• photographs or supporting information where relevant.

Email: admin@inlanguageboutique.com.au