Returns Policy

We have a 90-day return policy, which means you have 90 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and/or unused, with tags, and in its original packaging. We do not accept returns that have been taken out of their original packaging and then put back in it. This is not classed as a resalable condition. You’ll also need the receipt or proof of purchase (a digital confirmation of your order is fine).

To start a return, you can use our Returns Portal - or you can contact us at support@luxotic.com.au. If you contact our team, please state your name, email address used for the order, plus order number. Let us know why you're wanting to return your item(s).

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Depending on the type of return (exchange, change of mind, faulty product), you may be entitled to a free return. Our customer service team will let you know if you qualify for this. If you do not qualify for free returns, we will deduct the postage fee from your refund (when applicable).

Returns will need to be sent to the following address: 

LUXOTIC AUSTRALIA PTY LTD

321 Chisholm Road
Auburn NSW 2144
Australia

Please note that if you choose to post the return yourself (rather than through our self-serve Returns Portal), we cannot refund for postage. 

You can always contact us for any return question at service@luxotic.com.au.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we do not issue refunds on gift cards. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too. For security reasons, we cannot refund to alternative or different payment methods. 

If more than 15 business days have passed since we’ve approved your return, please contact us at service@luxotic.com.au so we can investigate further.