Refund & Exchange Policy
RETURNS
If you would like to return an item(s), please ensure your item(s) and order adhere to the above terms. To register for a return contact our customer care team at info@luxefashion.com.au
Once you have registered for a return you will receive a Return Authorisation number, this must be printed off and enclosed with the returned item(s). The item(s) must be wrapped in the original packaging and must be sent back to Customer Care via registered post (a tracking number is required) within 7 days of requesting a return.
Attn: Robal Australia Pty Ltd
1236 Glenhuntly Road
Glenhuntly VIC 3163
Australia
Once your return is received by Customer Care, the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. In the scenario that the return is successful, your order will be refunded or a gift card will be issued depending on the terms of original sale. In the scenario that the return is unsuccessful, Customer Care will contact you.
Sale items are not eligible for “change of mind” return. We do not issue refunds on any discounted items including any promotional discounts.
CHANGE OF MIND RETURNS
A “change of mind” return means any return for a product that is correctly described, is safe, of acceptable quality and not faulty.
Robal Australia Pty Ltd accepts “change of mind” returns for full priced items purchased online in accordance with the following terms:
• a return must be requested within 7 days of receipt of order
• item(s) must not be worn, altered, damaged or washed
• item(s) must have all tags attached
• returns must include all original packaging including dust bags and these must be in original condition as they are considered part of the item
• returns must be posted back to Robal Australia Pty Ltd within 7 days of issue of your return
In the event that a change of mind return does not meet any of the above terms, Robal Australia Pty Ltd reserves the right to reject the change of mind return.
To ensure you will be eligible for a return, we recommend the following:
• do not apply any body moisturisers before trying clothing and accessories in order to avoid marking leather, suede and other delicate fabrics
• be careful of make-up rubbing off on garments
EXCHANGES AND REFUNDS
Robal Australia Pty Ltd will gladly exchange items purchased online, provided that they meet the conditions above for returns. Your replacement item will be sent out once we have received the first item back in original condition and any price variation paid.
Returns require up to 5 business days to be processed once received. Once a return has been successfully, any refund will be processed in full for the value of the item(s) returned excluding any discounts or special offers received and any shipping costs associated with the order.
Refunds can only be issued for full priced items purchased online and ‘change of mind’ returns must comply with the returns policy. Once your refund has been processed, depending on your financial institution, please allow up to 3 business days for the funds to appear back into your account.
In the scenario that your return is not approved for refund, you will be contacted by Customer Care.
DUTIES AND TAXES
Robal Australia Pty Ltd is unable to refund duties and taxes for international orders that are returned. Depending on the country, you may be able to contact your local customs offices directly for a refund of these costs. If an international order is rejected by the customer or the customer is unable to accept the delivery and duties and taxes have already been paid by the customer, Robal Australia Pty Ltd will not be able to refund the duties and taxes. Please contact your local customs offices for more information regarding duties and taxes.