This Refund Policy (“Policy”) applies to the following purchases: Lux Commune products

1. General

(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”)

(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

 (a) Under the Australian Consumer Law: 

(i) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

 (a) In the event that you receive the products you have purchased, as stated, but that you simply change your mind, we may, at our discretion, offer you a refund or exchange, provided that:

(i) You notify us within 3 days of receipt and the item is received by us within 30 days of purchase. We suggest you try your items on as soon as you receive them to ensure that you can return them during the accepted period.

(ii) The following conditions are satisfied:

The items must be in the same condition as sent. Refunds or replacements will not be processed for change of mind returns with any sign of wear and tear. We suggest you try shoes on, on a carpet or rug to prevent the soles for scratching. Any marks or scratches on the soles will be treated as a sign of wear and tear.

(iii) Any items purchases during a sale period will not be accepted for refund. We will provide you with an exchange for a different size, subject to availability. Failing that we will provide you with a credit note. If you are not comfortable with these terms then please refrain from purchasing during a sale period.

4. Products Damaged During Delivery

(a) In the event that the product you ordered has been damaged during delivery:

(i) Please contact us immediately.

(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receiving the product.

(c) We may decline to offer a refund, even if it’s within the returns timeframe. This should only occur if the returned product is damaged by someone other than a Lux Commune team member or the manufacturer. If this is the case, we’ll advise you that a refund has been declined and we’ll return the product to you. This means that shoes must be returned unmarked, without signs of wear and tear and in their original, undamaged shoe box.

5. Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

(i) You misused the said product in a way which caused the problem.

(ii) You knew or were made aware of the problem(s) with the product before you purchased it.

(iii) You asked for alterations to a product, against our advice, or you were unclear about what you wanted.

(iv) Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.

(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

7. Response Time

(a) We aim to process any requests for repairs, replacements or refunds within 7 days of receipt.

8. How to Return Products

(a) You can contact us at the end of this Policy to discuss a return using the information.

(b) You can complete the return form included with your purchase.

(c) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. 

(d) To be eligible for a refund, repair or replacement, you must provide proof of purchase.

(e) You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9. Contact Us

(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: hello@luxcommune.com.