Refund policy

 

Returns & Refunds

We want you to love the pieces you bring home. If something isn’t quite right, please contact Luxella and we’ll be happy to assist.

Change of Mind

We accept change-of-mind returns requested within 14 days of receiving your order. Items must be unused, unwashed and in their original condition and packaging.

Please contact us before returning an item so we can provide return instructions. Return postage for change-of-mind returns is the responsibility of the customer. Original shipping charges are not refundable for change-of-mind returns.

For hygiene reasons, certain personal-use products may not be eligible for change-of-mind returns once opened or used. This does not affect your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Items

Please contact us as soon as possible if your order arrives damaged, faulty or incorrect. Where possible, include your order number and photographs of the item so we can assist you promptly.

Luxella complies with the Australian Consumer Law. Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement or refund depending on the circumstances. Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Refunds

Once an eligible return has been received and assessed, we will let you know the outcome. Approved refunds will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Contact Us

For return or refund enquiries, please contact us at

hello@luxellaco.com