Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Request it, doesn’t mean they have to be sent back within the 14 days just requested.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note the following exceptions to our return and refund policy:
Below are some examples of common exceptions:
- Discounted items are final sale and cannot be returned or exchanged.
- Returned items must have tags still on and be returned in original product packaging.
- Returned items must have no visible signs of wear or use.
To start a return, you can contact us at info@luxuryaust.com.au. Please note that returns will need to be sent at this stage.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package, under this type of return you will have to pay for shipping and maybe a small re-stocking fee. Items sent back to us without first requesting a return will not be accepted.
You can decide if you want to exchange it for something else, get store credit or Refund. The team understand this will sometimes happen when buying online, so please get in touch as soon as possible we are here to try and help and get an outcome as quick as possible.
You can always contact us for any return question at info@luxuryaust.com.au.
Please also remember a lot of our store items also have separate warranties for things like defects or product breaking in which is usually well above any government legislation. So please be sure to check if what your purchasing has one of these warranties or not. I think this can sometimes set us apart from other online stores as we try not to just sell you something but also build a fair relationship between each party so that we can hopefully do business between each party for many years to come.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at luxuryaust@gmail.com
We encourage you to reach out with any concerns you may have. As both a seller and a consumer, I understand the importance of building relationships with regular customers. This connection fosters a smoother shopping experience.
As a customer, I appreciate stores that go the extra mile to assist me, ensuring that I feel valued and supported. When sellers respond promptly to issues, it builds trust and demonstrates their commitment to customer care. These are the businesses I prioritise.
In today’s fast-paced world, we aim to bring that classic, attentive customer service online, nurturing long-term relationships with our valued customers. Thank you for being part of our community!