If you have any product issues, please email us at support@luxxihome.com.au. Our team members will advise you on how to manage this. Any return or exchange will be subject to our Returns and Refunds Policy.
Cancelations, Returns & Refunds Policy
Due to the monitor and shooting light, there may be color differences between the actual product and the picture, which is normal and should not be considered a product defect, subject to the physical video.
All products sold are customized products, please note that when placing an order, once the PI is confirmed, we will not accept any form of rejection, refund, or exchange. We reconfirm with the customer by means of physical pictures and videos after the production of the product is completed, after receiving the goods, please do not ask for a return on the grounds that you do not like it, not the same as imagined, etc.
After confirming the PI, we will arrange the production. If the customer needs to change the relevant details of the product, we will answer whether it is feasible according to the actual production situation. If the change is workable, we will charge an additional change fee.
After the goods arrive at the warehouse in Australia, our company will contact the customer in time to make an appointment for delivery. We provide free storage for three days. If the delivery time is too long, additional storage costs will occur. If the delivery fails or needs to be delivered again due to the customer's temporary cancellation, sudden not at home, etc., the customer will bear the additional delivery costs.
Cause of the large and valuable goods, please sign with the logistics company in person. If there is damage, please take videos and pictures on the spot and retain evidence. After signing, we automatically regarded the receipt as confirmation of receipt in any case. In case of after-sales problems, the customer is responsible for returning the goods in the original packaging to our designated warehouse after we have agreed.
If the receiving account and PI are changed, we will notify and modify the PI for written confirmation by email, telephone, etc. If the customer does not confirm with us, the customer bears the loss of remittance. Of course, we do not want this situation to occur.
Due to global epidemics and other uncontrollable shipping reasons, shipping and local delivery delays have become the norm. And we will not accept refund requests quoting shipping times after shipping has begun, as we have no control over them. But we will keep you informed of shipping locations.
Cancellation:
If the order is cancelled for customer's reason within 24 hours of payment, the transaction fee will be borne by the customer. After 24 hours, the order takes effect and enters production scheduling and cannot be cancelled or refunded.
Please choose carefully as we do not refund or exchange if you change your mind or make a wrong selection. Once your order is confirmed, meaning you have paid in full, and the factory will start to process your order, the order can no longer be canceled.
Returns & Refunds Policy:
Upon receipt, please inspect your purchase and notify us of any missing parts, faults, non-human damage, or incorrect items immediately. These must be reported to the customer service within 3 business days of the delivery.
Please understand the definition of custom furniture correctly, it meets the personalized needs of fashionable people for home life, but custom furniture belongs to high-end artificial production, we use exquisite craftsmanship and quality materials, but this is not machine-based assembly line operations, so it is inevitable that it is unique but not perfect, do not measure it by the standard of perfection, not to accept the normal artificial traces and other custom characteristics as the reason for the refund.
Please love and correct use or installation of your custom furniture, sign as a confirmation of receipt, we are only responsible for the original quality of the product, we are not responsible for damage in the unpacking and installation process, we do not provide free trials, so after the use of the proposed return is not supported, furniture is a large daily necessities, there will be natural wear and tear, if the use of a period of time or even longer after the request for a return, regardless of any reason we will not support.
To report an issue, click here to complete an online form. Don't forget to attach photos and provide us with as much information as possible so that we can assist you. Our team will review your completed form and contact you via email within three business days with the next steps. Please note that we reserve the right to repair or replace your furniture as deemed necessary at our sole discretion.