Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Neue Luxury will offer you a refund provided that: You return the item within 14 days of purchase, the item is in re saleable condition including that: It is in its original packaging, including all supporting documentation; It is unworn, unopened, unused and in its original condition. If these requirements are not satisfied Neue Luxury reserves the right not to offer an exchange or refund for change of mind returns.
Condition of goods
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. 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. Neue Luxury reserves the right to; Assess the condition and age of returned goods prior to providing an exchange or refund. This may result in a repair, exchange or refund being refused.
Claims for compensation
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting evidence.
To: Neue Luxury
Att: Gary Charman
35a/91 Moreland Street
Footscray, Victoria 3011
Telephone: +613 9687 4899
How to return an item
Your item must be in its original unused condition to be returned, unless there is a manufacturer defect. Your must return the item within 14 days of your purchase. Please email firstname.lastname@example.org to request a refund. Gary will respond to your enquiry within 24 hours. Upon receipt of this email, please print a copy and include it within your package along with a signed letter stating the reasons for your return. We will then consider your return and revert to you via email with confirmation/decline of your request.
Shipping fees associated with all online orders are calculated based upon how many issues are being ordered as well as the delivery location of your order. All deliveries are made via domestic and international standard post. Depending on the delivery address provided with online orders, orders may take up to eight (8) business days to be delivered. Please note that we do not refund the original shipping and handling that you paid on the order.