Returns Policy

RETURNS & REFUNDS

If you receive a product that is defective or damaged during shipping, we offer a 100% money-back guarantee or replacement. Please contact us within three days of delivery, and we will either provide a full refund or send a replacement item. 

Please note that custom items cannot be returned or refunded unless they arrive damaged or defective. Custom items are made specifically to your specifications and cannot be resold. Items that are not custom can be returned.

We do not issue refunds or returns if:

  • Your order does not arrive due to factors within your control, such as providing an incorrect shipping address.

  • The purchased item is custom-made and cannot be resold.

  • You are simply unhappy with the product

We reserve the right to deny refunds or returns if the item does not meet the criteria listed above or if the product has been used, altered, or damaged in any way.

Order Cancellations & Order Changes Policy

 

1. 4-Hour Grace Period:

  • Customers have a 4-hour grace period from the time of order placement to make changes or request a cancellation.

2. Cancellation of Unfulfilled Orders:

  • Orders can be canceled within the 4-hour window. Additionally, if an order hasn't yet been fulfilled, we can accommodate cancellation requests.

3. Engraving Requests:

  • Engravings on orders may not be changeable if a request is made after the 4-hour grace period. However, we will make every effort to accommodate your request when feasible.

4. Fulfilled Orders:

  • Once an order is fulfilled and the packaging and shipping process has started, we cannot cancel the order or make changes to the engravings.

We want to make your shopping experience as smooth as possible. If you wish to make changes or cancel your order within the specified timeframe, please contact our dedicated support team at support@luxeaura.com.au. They will be happy to assist you with your request.

This policy ensures that customers have a clear understanding of our order cancellation and modification procedures, promoting transparency and efficient service. If you have any questions or require further assistance, please feel free to reach out to us at support@luxeaura.com.au.