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.
How to return an item
To return an item, you must notify Neue Luxury within 7 days of your purchase by emailing firstname.lastname@example.org. Please outline in your email why you wish to return the item and provide any relevant or supporting images or defect notes. Please note that in order to return an item, it must be in its original unused condition to be returned, unless there is a manufacturer defect. Following receipt of your email, our returns team will contact you within 24 hours to outline the process for returning your item and provide you with the supporting returns documentation. Upon receipt of this email, please print a copy of the returns documentation and include it within your package along with a copy of our email. Upon receipt of the package, our team will then consider your return and revert to you via email with further advise regarding your return. Unfortunately, we are unable to refund returns lost or damaged in transit. All costs associated with national or international order returns will be at the responsibility of the customer. We recommend a courier service such as DHL or Fed Ex so that you can monitor your return via tracking.
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above. In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the following: If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage. If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Neue Luxury may choose not to provide a refund, exchange or repair (if applicable). Neue Luxury will require proof of purchase before providing a remedy under the Australian Consumer Law. Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.
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 proof of purchase.
To: Neue Luxury
35a/91 Moreland Street
Footscray, Victoria 3011 Australia
Telephone: +613 9687 4899
Frequently Asked Questions
What can I use as proof of purchase? You may use any of the following as proof of purchase: e-receipt tax invoice, account order history or any other proof of purchase of the relevant product.
What do you mean by lightly sampled? Lightly sampled means a product may have some signs of minor wear or use, but must not be damaged unless you received the product in this condition.
Can I return a gift that was purchased on my behalf? Gifted products can be returned for an exchange or gift card within 30 days provided you have a receipt as your proof of purchase and the product is unused or only lightly sampled. Unfortunately refunds are not available for gift returns.
How will I receive my refund? All refunds will be processed via the original payment method. Costs of delivery, if any, will not be included in the refund.
How long will my return take? Due to the COVID-19 situation impacting delivery timeframes, and the need for incoming returns to be quarantined for 72 hours, returns are taking a little longer than usual. For returns via post, products typically are currently taking 7 to 10 business days to reach our warehouse. You will be able to track the delivery of your return via the Australia Post tracking number supplied to you. Once our office receives your return and the 72 hours quarantine has passed, it will be processed within 7 to 10 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account. We apologise for any inconvenience this may cause, and we appreciate your patience as we work to process all returns as quickly as possible.