Refund policy

RETURNS

To be eligible for a return, 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.

To start a return, you can contact us at admin@rawluxe.com.au. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@rawluxe.com.au.

Change of Mind Returns

We do not offer refunds or exchanges for change of mind purchases. Please choose carefully.

Faulty, Damaged or Incorrect Items

If your item is faulty, damaged, or significantly different from what was described, we will provide a repair, replacement, or refund as required under Australian Consumer Law.

To process a faulty item claim, please contact us within a reasonable time with:

  • Proof of purchase

  • A description of the issue

  • Photos or videos showing the fault

    Exclusions

    The following are not considered faults under Australian Consumer Law:

    • Normal wear and tear

    • Damage caused by misuse, improper care, or not following product instructions

    • Variations in natural materials (where applicable)

    How to Make a Return

    To lodge a return or warranty claim, please contact us at [your email/contact form]. We will provide instructions for returning the item or assessing the issue.

    Shipping Costs

    If the product is confirmed faulty under ACL, return shipping costs will be covered by us. If the return is not due to a fault, shipping costs are the responsibility of the customer.

 

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
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or 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.

Refunds

No refunds are available on sale items, ALL FAULTY items will clearly describe the fault.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.