Return & Refund Policy
If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact Luxi Living Customer Service. Please email us at support@luxiliving.com.au as soon as possible with details of the problem and or images/photographs.
We will provide a full refund (including shipping) if:
- The faulty item is found to be defective and we are unable to fix or replace it
- The item was incorrectly described in website listing
Alternatively if you have any inquiries or questions, please try out our Live Chat feature available on our website to chat with a Customer Service Team member directly. This feature is live from 9am to 7:30pm weekdays.
Please note that all orders for custom products are final and cannot be canceled or refunded once they have been placed. We apologize for any inconvenience this may cause and appreciate your understanding.
If you have received incorrect items
We are extremely sorry about our mistake and for any inconvenience this might have caused. Please email us a picture within 7 days of receiving the incorrect product to: support@luxiliving.com.au. Provided the item is unopened and in mint condition we will arrange for a prepaid courier ticket/bag to be sent to you by MAIL, so the item can be returned at our cost. We will dispatch the correct item as soon as we receive the incorrect product back.
If you have changed your mind after the purchase
Once the payment is confirmed, your order cannot be canceled and refunded.
However, we do understand that people change their minds all the time! If the order has not been dispatched by the time we were contacted, we will void your order and issue a full store credit to your Luxi Living account. If the order has been dispatched, you are welcome to return the item to us within 7 working days (starting from the first day you receive the item) for a full store credit to be issued, minus any shipping costs. The return of the item will be at the cost of the buyer. Please note all store credits are valid for 6 months from the date of issue.
The item(s) must be returned to us in “As New” condition with all internal and external packaging, accessories, swing tags, labels, and manuals. When you return the item to us, it would be much appreciated if you could attach a piece of paper with our shipping address on it instead of writing it on the box.
If you cancel the order due to a change of mind and we will have to refund you any payments you have made, we will deduct a Restocking Fee to cover our reasonable costs arising directly from the agreement. The Restocking Fee is 10% of the total price of the Product (excluding any delivery charge). That is intended to cover:
(i) the loss in value of the Product between the date of your transaction and the date of cancellation;
(ii) our reasonable costs incurred in storing and insuring the Product while the agreement was in force;
(iii) our reasonable administration costs in relation to your transaction.
*Custom orders cannot be canceled or refunded once they have been placed.
If an item is damaged upon arrival
If the product/s you have ordered are damaged between leaving our warehouse and arriving at your address you must contact us as soon as possible upon receiving your item.
Please email us within 5 days of receiving with a photo that clearly shows the product’s damage and any damage to the packaging. We will send you a replacement and we will arrange a speedy pick-up of the damaged item for a damage assessment. You will be informed of a time for the pick-up or contacted by the courier. Please leave the item in front of your door if no one is at home when courier driver picks up the item. Please note that for your claim to be accepted the item must be put back to its original packaging as the couriers assessment team will need to see how it was packed.
This process can take up to one week but as soon as we receive confirmation that the courier has collected the item, we will have the replacement shipped (depending on stock levels).
If there are items missing from your order
You must report it to us at support@luxiliving.com.au within 5 working days of receiving the parcel; we will investigate with the packer at our warehouse first, and send you the missing item if it is proved to be our mistake. We bear no responsibility for items not reported as missing in the five working days following delivery.
Please note that if you have ordered multiple items from us, orders may have been combined into the same box, so please check all packages thoroughly before progressing.
Occasisonally orders may be shipped as separate packages, the boxes will be labelled as Part 1 of 2 etc, if any boxes are missing from your delivery please contact us immediately.
The item I ordered has not been delivered
If your item did not arrive within a reasonable timeframe after being dispatched, the first thing to do is to check the tracking number you received on the couriers website. If you are unable to get any further information please contact us at support@luxiliving.com.au within 7 working days of when the parcel should have arrived.
If the "track and trace" on your order shows the status as delivered, but you’re unable to locate it, please get in touch with us. We will start an investigation with couriers on your behalf. The courier will then proceed through an investigation process; this can take up to 2 days. Once we have a response from them we will resolve the issue for you.
Unfortunately, neither Luxi Living or the couriers are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property. If you are concerned about leaving your items un-attended we recommend using the “signature required” option we offer during checkout.
I've had my item for a period of time, but it no longer works as described but is under warranty
We will assist where possible with the repair or replacement of faulty items on a case by case basis. We will try to replace the product in most cases provided we have stock. If not then we can process a refund but this will be minus the original shipping cost.
If the item is faulty
Generally all products at Luxi Living have at least a one month warranty. You can check the warranty information of each item in the product description. Contact us within the warranty period if you encounter any problems associated with the product.
To return a product, the customer needs to cover their postage and we will cover ours. A faulty item must be returned within 7 days upon a mutual agreement on the return by both parties. Upon return Luxi Living or the local distributor/manufacturer will test the faulty unit and if found to be faulty, will repair or replace the damaged or faulty goods. If the product cannot be repaired or exchanged for a similar item, a store credit or a full refund (including shipping) will be provided.
Please allow up to 3-4 working days for testing and/or repair of the item(s) once returned.
We bear no liability for damage caused by inappropriate return of the item(s). Please ensure items are fully protected and secure in the packaging before returning to us.
All warranties are considered void in the case of unauthorized repairs to the item(s).
If items returned to us as faulty are found to be in full working order upon testing, you will be liable for any extra shipping costs incurred to receive the product back. Please ensure that you have explored possible options such as flat batteries before returning an item to us.
Refunds will be processed via the method of payment; refund to credit cards will incur a processing fee deduction on refunds. Please be aware that bank clearance times vary and there may be some delay before funds appear in your account.
Credit Card Payments
When you complete your order through our checkout process, you agree to Luxi Living’s payment policies and if required by our Accounts Department, you are legally bound to provide proof of identity of the credit card holder. Failure to do so can lead to termination of the order and taking the matter to the appropriate authorities.