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We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery at this time. 

Prices and Payment
All prices displayed on our website are in Australian dollars. All payments are processed in Australian dollars. We accept payment by various methods, including by credit card (Visa and MasterCard), and PayPal. 

Prices are subject to change effective immediately upon posting to our website or other form of notification. 
 

Delivery time

Typically, items listed on the website will be dispatched from our warehouse within 24 to 72 business hours. In some cases the estimated dispatch time frame will be longer, for example where items are made to order. This is stated on the product description page,

From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays. 

Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery. 

Delivery methods & locations

We work with a number of delivery partners and courier companies in order to deliver nationwide; in some cases this may be handed to a third party to ensure remote areas can be accommodated. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised. 

For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service. 

Our delivery partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery. 

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility. 

You agree to pay any shipping and handling charges presented to you at the time you make a purchase. 


Delivery failure 

It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.

 

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item. 

You’ll also need the receipt or proof of purchase. 

To start a return, you must contact us at contact@luxtouch.com.au. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us. 

You can always contact us for any return question at contact@luxtouch.com.au.

 

Non-returnable items excluded from all change of mind returns include: 

·       Products described as "made to order"

·       Mattresses, bedding, pillows and sofa covers

·       All forms of clearance stock (e.g. warehouse, display centre, floor stock etc.)

·       Clearance items

·       Personalised items

·       Gift Cards

·       Orders for commercial or non-domestic use

 

Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit.

 

Store credit voucher codes will be valid for one (1) year from the date of issue. 

 

We will not accept returns delivered in person to our display centre, depots, offices or warehouse facilities. 

 

Damages and issues 
If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved. 

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery. 

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example, we may arrange to: 

 

·       Suggest a self repair (with an offer of compensation to you)

·       Offer a partial or full store credit voucher or refund

·       Replace the product (subject to availability)

·       Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return. 

 

Wrong item delivered 
Occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you. 
 

Faults and Warranty Claims 
Lux Touch warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. 

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery. 

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example, we may arrange one or a combination of the following: 
 

·       Send you any missing parts or components

·       Suggest a method self repair (with an offer of compensation to you)

·       Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

·       Replace the product (subject to availability)

·       Offer you an alternative product

·       Offer a partial or full store credit voucher or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. 

This Faults and Warranties policy does not cover: 
 

·       Normal wear and tear

·       Damage arising from improper assembly or modification

·       Damage arising from abnormal use or abuse

·       Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)

·       Damage to external or product packaging only

·       Insignificant minor variations in dimensions, colour, grain or finish

·       Insignificant minor imperfections or superficial blemishes

 

 

Cancellations 
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as possible after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. 

 

 

Exchange 
Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order. 
 

Your consumer rights 
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you. 
 

Our rights 
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care. 
 

Manufacturer warranties 
In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price. 

 

Last Updated 14/11/2020