Refund policy

Return & Refund (Australia)

We want you to love your Luxé Aural experience. This policy explains returns, refunds, and cancellations, including your rights under Australian Consumer Law.

1. Pre-orders

If you place a pre-order, you may cancel your order for a full refund at any time prior to dispatch.

Pre-order dispatch timing is an estimate. If timing changes, we will notify you by email.

 

2. Change of mind

Due to the hygienic nature of oral care products, we do not accept returns or exchanges for opened or used items, including change of mind.

If your order arrives unopened, unused, and in original packaging, you may contact us within 14 days of delivery, and we will assess your request.

If approved, return shipping for change-of-mind returns is the responsibility of the customer.

 

3. Faulty, damaged, or incorrect items

If your item arrives faulty, damaged, or incorrect, please contact us at support@luxeaural.com as soon as possible with:

• your order number

• a description of the issue

• photos of the item and packaging (if relevant)

We will arrange a replacement, refund, or store credit depending on the issue and what you prefer.

 

4. Refund processing time

If a refund is approved, it will be processed back to your original payment method.

Please allow 3–10 business days for the refund to appear, depending on your bank or payment provider.

 

5. Exchanges

We only offer exchanges where an item is faulty, damaged, or incorrect.

If you require an exchange for the same item, please contact us at support@luxeaural.com and we will assist.

 

6. Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

7. Contact

For all return or refund enquiries, please contact:

support@luxeaural.com