Luxeline checks each order before dispatch. We do not offer returns, exchanges or refunds for change of mind. This includes choosing the wrong colour, texture, length, density, construction or other configuration, so please review your selections carefully before placing your order.
Your rights under Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. The no-change-of-mind rule does not affect your rights if a product is faulty, unsafe, damaged on arrival, materially different from its description or sample, incorrect, or otherwise fails to meet a consumer guarantee.
Where a product has a major failure, you may be entitled to choose a refund or replacement. For a minor failure, Luxeline may provide an appropriate remedy as permitted by law. Nothing in this policy limits any other remedy available under the Australian Consumer Law.
Hygiene, use and alterations
Please inspect your order before wearing, installing, washing, cutting, colouring, bleaching, heat styling or otherwise altering it. We do not accept change-of-mind returns, including for configured, custom, sale or clearance products.
These conditions do not remove your Australian Consumer Law rights. A remedy may not be available where misuse, installation, poor care or an alteration caused the problem. If you believe there is a fault, stop using or altering the item and contact us as soon as reasonably possible.
Faulty, damaged or incorrect orders
Email info@luxeline.com.au with your order number, a clear description of the issue, clear photographs or video where reasonably available, and a photograph of the packaging if the order arrived damaged.
Providing images helps us assess the issue quickly, but it does not replace or limit your legal rights. Please do not send an item back until we provide return instructions.
Quality-control records and assessment
Luxeline may photograph or record the item and packaging during its pre-dispatch quality-control check. We may compare those records with the information you provide to confirm quality, accuracy and dispatch condition, and to help resolve delivery issues, customer concerns, chargebacks or disputes. Quality-control records do not remove or reduce your consumer rights.
We may ask to inspect the item before confirming a remedy. If the item is confirmed to have a problem covered by the Australian Consumer Law, Luxeline will provide the applicable remedy and arrange or reimburse reasonable return costs where required by law.
Refunds
Approved refunds are issued to the original payment method. Square or card, Apple Pay, PayPal and Afterpay refunds are also subject to the processing times and procedures of the relevant provider. Your bank or provider may take additional time to display the refund.
Order changes and cancellations
Contact info@luxeline.com.au as soon as possible if you need to request a change or cancellation. Requests are not guaranteed once payment has been accepted, fulfilment has started, materials have been allocated or a configured or custom item has entered production. This does not affect rights that cannot be excluded by law.
Contact
Questions about an order or remedy can be sent to info@luxeline.com.au.