Refund policy

Return & Refund Policy

Purpose

This Return & Refund Policy applies to all purchases made on the Luxivelle website. Its purpose is to ensure a transparent and fair process for our customers, from return through to refund.

Website Name: Luxivelle – luxivelle.com

Countries of Sale: Australia

Contact Information

Return Period

You have a 30 days period from the date you receive your order to request a return, without needing to give a reason. Items must be returned unused, in their original condition, with all tags and original packaging.

Return Procedure

Notification: Contact us at support@luxivelle.com with your order number and the reason for your return (if applicable).

Return Authorisation: Once your request has been reviewed, you will receive an email with a return authorisation, the return address and, if needed, a prepaid returns label.

Packaging: Place the item back in its original packaging, ensuring all accessories and any accompanying documentation are included.

Dispatch: Drop the parcel at the carrier’s collection point or arrange a collection, as instructed.

Return Costs

Faulty or Incorrect Items: Return postage is covered by Luxivelle.

Change of Mind: If the item is not faulty, return postage is the customer’s responsibility.

Refund Conditions

Item Condition: Items must be returned in perfect condition, unused and in their original packaging.

Processing Time: Once the return has been received and inspected, the refund will be issued within 7 working days.

Refund Method: Refunds are made to the original payment method used for the purchase.

Damaged or Faulty Items

Reporting: Please contact us within 48 hours of delivery if you discover any damage or fault.

Evidence: Provide clear photos of the damaged or faulty item.

Resolution: We will assess the issue and, where necessary, cover return postage, then arrange a replacement or issue a refund.

Order Cancellation

You may cancel an order provided it has not yet been dispatched.

If the order is already in transit, please return it after delivery to receive a refund.

Legal Rights

This policy does not affect your statutory rights.

Questions

For more information, please see our FAQs or contact our customer service team.

Contact Information :