Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.
Change of mind returns
If you wish to return an item because you have changed your mind about your purchase, Neue Luxury will offer you a refund provided that: You return the item within 14 days of purchase, the item is in re saleable condition including that: It is in its original packaging, including all supporting documentation; It is unworn, unopened, unused and in its original condition. If these requirements are not satisfied Neue Luxury reserves the right not to offer an exchange or refund for change of mind returns.
Condition of goods
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Neue Luxury reserves the right to assess the condition and age of returned goods prior to providing an exchange or refund. This may result in a repair, exchange or refund being refused.
How to return an item
To return an item, please visit our Australian Returns Portal to make your Australian based return. Neue Luxury is dedicated to the quality of our products and the satisfaction of our customers. However, should you not be satisfied with your purchase, items can be returned for a refund or exchange within 30 days after your order is delivered. In order to be eligible for a refund, your item or items must be returned in an identical condition to that in which it or they were received by you, defining this condition as; new, unworn, unaltered; displayed in its original packaging. Returns that do not meet these criteria will be refused. Returns made in accordance with these conditions will be credited to the original payment method and will be made within 30 days from receipt of return.
Please note that the original delivery fee will not be refunded unless you have received an incorrect/faulty item. If you choose to not use our returns methods, the return postage must be pre-paid and all returned goods must be fully insured for the credit amount you expect, unfortunately, we aren’t able to refund for any costs incurred by using your own method of postage unless your item is faulty or this has been agreed prior to returning your item with our customer service department. Should the return parcel incur loss or damage using your own returns method, you will be liable for the costs associated with said loss or damage. In case of questions or if you need assistance please contact our support team at returns@neueluxury.com, or use the chat function via our website.
Consumer Guarantees
Our products come with the consumer guarantees found in the Australian Consumer Law which cannot be excluded, including guarantees that the products will be of acceptable quality. The consumer guarantees are not affected by our change of mind policy above. In the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the following: If we consider that the product has a major failure under the Australian Consumer Law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage. If we consider that the product has a minor failure under the Australian Consumer Law (eg. the product's packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.
Where a product is damaged through misuse, accident or abnormal use, the Australian Consumer Law or any manufacturer’s warranty may not apply, and Neue Luxury may choose not to provide a refund, exchange or repair (if applicable). Neue Luxury will require proof of purchase before providing a remedy under the Australian Consumer Law. Consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.
Claims for compensation
Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team at the address below and need to be accompanied with supporting proof of purchase.
To: Neue Luxury
35a/91 Moreland Street
Footscray, Victoria 3011 Australia
Telephone: +613 9687 4899
Email: returns@neueluxury.com
Frequently Asked Questions
What can I use as proof of purchase? You may use any of the following as proof of purchase: e-receipt tax invoice, account order history or any other proof of purchase of the relevant product.
What do you mean by lightly sampled? Lightly sampled means a product may have some signs of minor wear or use, but must not be damaged unless you received the product in this condition.
How will I receive my refund? All refunds will be processed via the original payment method. Costs of delivery, if any, will not be included in the refund.
How long will my return take? Due to the COVID-19 situation impacting delivery timeframes, and the need for incoming returns to be quarantined for 72 hours, returns are taking a little longer than usual. For returns via post, products typically are currently taking 7 to 10 business days to reach our warehouse. You will be able to track the delivery of your return via the tracking number supplied to you. Once our office receives your return and the 72 hours quarantine has passed, it will be processed within 7 to 10 business days. Your bank may take a further 3 to 5 days to clear the funds back into your account. We apologise for any inconvenience this may cause, and we appreciate your patience as we work to process all returns as quickly as possible.