Lost, Stolen or Damaged Package Policy

Last updated: March 6, 2026

At Peace Light, we work with trusted shipping partners to ensure your order arrives safely. However, shipping issues can occasionally occur. This policy explains how we handle lost, stolen, or damaged packages.

Damaged Packages

If your order arrives damaged, please contact us within 48 hours of delivery.

To process your request, please provide:

  • your order number
  • clear photos of the damaged product
  • photos of the packaging
  • a brief description of the issue

Once reviewed, we may offer:

  • a replacement product
  • a refund
  • or another appropriate resolution

Failure to provide sufficient evidence may result in delays or denial of the claim.

Lost Packages (In Transit)

If your tracking shows no movement or indicates the parcel may be lost, please contact us.

We will initiate an investigation with the carrier.

If the carrier confirms the package as lost, we may offer:

  • a replacement shipment
  • or a refund

Carrier investigations may take several business days.

Delivered but Missing Packages

If your tracking shows “Delivered” but you have not received your package:

Please first check:

  • around your delivery location
  • with household members
  • with neighbors
  • with your local carrier or post office

Some deliveries may be marked as delivered before arrival.

If the package cannot be located, contact us within 5 days of the delivery confirmation.

We will assist in investigating the issue.
However, final resolution may depend on the carrier’s confirmation and investigation outcome.

Incorrect Shipping Address

Customers are responsible for providing accurate shipping details.

If an incorrect address is entered:

  • and the order has already been shipped
  • or successfully delivered to the provided address

Peace Light cannot guarantee a replacement or refund.

If you identify an error, contact us immediately before dispatch.

Carrier Responsibility

Once an order is handed to the shipping carrier, the carrier is responsible for delivery.

While Peace Light is not liable for delays or issues caused by third-party carriers, customs, or external factors, we will make reasonable efforts to assist customers in resolving delivery problems.

Important Consumer Rights Notice (Australia)

This policy operates alongside your rights under the Australian Consumer Law.

If a product:

  • is not delivered
  • arrives damaged
  • or is not as described

you may be entitled to a remedy such as:

  • replacement
  • repair
  • or refund

Nothing in this policy excludes your rights under Australian law.

Claim Review & Abuse Prevention

To ensure fair use of this policy, we reserve the right to:

  • request additional evidence
  • deny claims where fraud or abuse is suspected
  • limit repeated claims from the same customer

Contact

For shipping-related issues:

Peace Light

Email
info.peacelight@gmail.com

Business Address
121-123 Merimbula Drive
Merimbula NSW 2548
Australia

ABN
75 658 598 855