1. Returns and Exchanges
We offer returns but do not provide exchanges.
Due to the cross-border nature of shipping, the large size and weight of furniture items, and frequent inventory updates, exchanges would significantly increase transport costs and processing time and may affect product consistency. For these reasons, we do not operate an exchange service. Before placing an order, we recommend carefully checking the product specifications, dimensions and colour. If you need a different model or specification, you may return the original item (subject to the conditions below) and place a new order.
This information applies in addition to, and does not limit, your rights under the Australian Consumer Law.
You may apply for a return where all of the following conditions are met:
The return request is submitted within 45 days of receiving the item;
The item is in its original condition, not installed, not used, and shows no signs of misuse or modification;
The original packaging, accessories, manuals and the enclosed return label are all intact;
The item is not a custom-made product or otherwise clearly marked as non-returnable.
Returns or refunds will not be accepted in the following circumstances:
The request is made after the 45-day return period;
The item shows damage caused by misuse, clear signs of wear, or is not in a condition suitable for resale;
A valid order number cannot be provided;
The item is not returned in accordance with the process set out in this information.
2. Order Cancellations and Refund Eligibility
If you cancel your order within 24 hours of placing it and the order has not yet been dispatched, you may request a cancellation and receive a full refund.
If more than 24 hours have passed or the order has already been dispatched, the order cannot be cancelled directly. In this case, you may submit a return request within 45 days of receiving the item and obtain a refund, provided the return conditions are met.
If the item you receive is damaged in transit, missing parts, or does not match your order, please provide relevant photos or videos within a reasonable time. Once verified, a full or partial refund may be arranged as appropriate, and return shipping fees may be waived.
3. Refund Request Process
Please submit your refund or return request by email.
Your email should include the following information:
Order number;
Name of the person who placed the order;
Reason for the refund or return;
Description of the current condition of the item (if applicable);
Photos or videos (if the item is damaged or incorrect).
We will review your request based on the information provided and the status of your order, and advise you by email whether the request can proceed.
If your return is approved, we will confirm the return arrangements with you. A return label is included in the original parcel; please use this label and follow the instructions provided when sending the item back.
Once the returned item has been received and inspected, a refund will be initiated to your original payment method within 1–4 business days.
4. Return Shipping and Fees
If the return is due to a change of mind (for example, no longer required or incorrect size, colour or specification selected), you may be responsible for part of the cost, including a deduction of the original shipping fee.
If the return is due to a product quality issue, transit damage or an incorrect item being supplied, return shipping fees will be waived.
Items that are damaged by misuse or that do not meet the return conditions are not eligible for a refund.
Refunds are processed via the original payment provider. The time taken for funds to appear in your account depends on the policies of your financial institution.
5. Timeframes and Responsibilities
Refund requests are generally reviewed within 1–3 business days after all required information has been received.
Once the returned item has been received and inspected, the refund will be initiated within 1–4 business days.
Customers are responsible for properly packaging returned items and using the enclosed return label. Any damage that occurs during return transit due to inadequate packaging is the responsibility of the customer.
6. Contact and Support
Contact address: 35 YATSUCHO VICS BUILDING 605 KANAZAWA-KU YOKOHAMA-SHI KANAGAWA 236-0016 JAPAN
Contact email: shipping@luxegopad.com
Contact phone: +81 (907) 768 39 13
Customer service hours: Monday to Friday, 8:30 am to 4:00 pm (Australian time)
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