Refund & Exchange Policy

General policy

  • Items can only be refunded or exchanged if there is significant damage or if an incorrect product was delivered.
  • Before any refunds are processed, please send photos or video of the product first for us to review at return@luxandwillow.com.au.
  • If a refund or exchange is approved, we will email you a checklist of steps on how to return the items. The main things you will need are:
    • The product itself in its received condition and original packaging.
    • The original invoice attached.
  • We will also email you an additional returns label to attach to the box.
  • Note that you may also be required to cover the delivery cost for the refund or return as well.
  • All returns will be sent back to our Ultimo office at:
    • Unit 63/330 Wattle St, ULTIMO, NSW 2007
  • Any refunds will be credited to the original credit card purchased.
  • No returns will be processed if you change your mind about a product, so please choose carefully before purchase.

Conditions for returning a faulty or damaged product

  • Please note that returns are more likely to be approved for significant damage to the product only.
  • This can include issues including large cracks, deeply faded colours, missing parts, and large broken pieces.
  • Products however cannot be returned for general wear and tear over time.
  • As for all returns, please take photos or video, along with the invoice number and send to return@luxandwillow.com.au for review.
  • All refunds are reviewed on a case-by-case basis, so we do apologize in advance if we reject your refund request.

Conditions for returning an incorrect product

  • From time to time, we may mistakenly deliver an incorrect product or incorrect variant.
  • If the product doesn’t match the description or photo you wanted to purchase, please take a photo or video of the product along with the invoice number and send that to us via email at return@luxandwillow.com.au.
  • If your return request is approved, please return the product using the original packaging and we can exchange the product (free of charge).

Order cancellation

  • Please note that once an order is made, unfortunately you cannot cancel it. Because we pack and ship our products quickly, we won’t be able to make any changes after you’ve placed and paid for the order.
  • If you are unhappy with the product, please submit your refund claim once the product is received.