Refund policy

1. Returns

Luxern Home offers a 30-day return period from the date the customer receives the goods.

To be eligible for a return, items must:

  • Be unused, unopened, and in original packaging

  • Be in resellable condition

  • Be accompanied by proof of purchase

Return requests must be submitted via admin@luxernhome.com.au prior to returning goods.

Return Address: 38 Carlingford Street, Regents Park NSW 2143

Store Hours: Monday to Sunday — 8:00am to 5:00pm (Closed on Public Holidays)

Phone Support: 0468 392 998

Luxern Home reserves the right to refuse returns that do not meet the above conditions.


2. Damaged, Faulty or Incorrect Goods

Customers must inspect goods upon delivery.

If an item is damaged, faulty, or incorrect, the customer must notify Luxern Home within a reasonable timeframe so the claim can be assessed and resolved in accordance with Australian Consumer Law.

Luxern Home may request:

  • Photographic evidence

  • Installation details

  • Plumber report (where applicable)


3. Non-returnable Items

Returns will not be accepted for:

  • Used or installed products

  • Items not in resellable condition

  • Custom or made-to-order products

  • Clearance, sale items, or gift cards (unless required by law)

  • Personal care items

  • Hazardous materials, flammable liquids or gases

Nothing in this policy excludes consumer guarantees under Australian Consumer Law.


4. Standard Warranty (365 Days)

Luxern Home provides a 365-day limited product warranty from the date of purchase for eligible products.

The warranty covers manufacturing defects only and does not cover misuse, installation error, or normal wear and tear.

Warranty claims may be declined where:

  • Installation was not completed by a licensed plumber

  • Installation does not comply with AS3500 or relevant building standards

  • The product was installed incorrectly

  • Repairs or adjustments were performed by an unlicensed person

  • Inappropriate or abrasive cleaning products were used

  • Variations within manufacturing tolerances (including Vitreous China tolerances under AS1976 ±5mm)

  • Claims are outside the standard service area unless agreed in writing

Proof of purchase is required for all warranty claims.

 

5. Extended Warranty (Registered Customers & Trade Partners)

Luxern Home may provide an additional 12-month extended warranty to registered customers and approved trade partners as a promotional incentive.

Extended warranty conditions:

  • Applies only to selected products

  • Requires account registration and eligibility approval

  • Applies after the standard warranty period

  • Subject to product category limitations and separate terms

  • Does not extend coverage scope beyond manufacturing defects

Luxern Home reserves the right to modify or withdraw extended warranty programs at any time.

 

6. Price Match Guarantee

Luxern Home offers a Price Match Guarantee on eligible products.

A price match may be approved where:

  • The product is identical (brand, model, specifications)

  • The competitor is an authorised Australian retailer

  • The competitor price is publicly advertised and verifiable

  • The product is in stock at both retailers

Price Match does not apply to:

  • Clearance, liquidation or below-cost sales

  • Bundle offers or trade-only pricing

  • Marketplace listings (e.g. eBay, Amazon, Facebook Marketplace)

  • Limited-time flash promotions

Luxern Home retains sole discretion in approving price match requests.

 

7. Site Inspections

Where Luxern Home arranges a site inspection and the claim is not substantiated, the following charges may apply:

  • $120 + GST call-out fee

  • $70 per hour labour

Service charges may be invoiced via the authorised service provider.


8. Water Damage Claims

Water leakage or water damage claims require site inspection and may require an insurance assessment before determination.

Luxern Home is not responsible for consequential damage unless required under Australian Consumer Law.


9. Warranty Limitations

To the extent permitted by law, Luxern Home is not liable for:

  • Incorrect installation costs

  • Labour or removal/reinstallation costs

  • Damage caused by misuse, negligence, or modification

  • Indirect, incidental or consequential loss

  • Loss of time, income, or inconvenience

Customers and installers are responsible for checking products for visible defects before installation.

Nothing in this policy excludes rights under Australian Consumer Law.


10. Exchanges

Customers seeking a replacement product should return the original item first. Once the return is accepted, a new order may be placed.


11. Refunds

Once returned goods are received and inspected, Luxern Home will notify the customer of the outcome.

Approved refunds will be processed to the original payment method within 10 business days.

If a refund has not been received within 15 business days of approval, customers should contact: admin@luxernhome.com.au 


12. Policy Updates

Luxern Home reserves the right to amend this policy at any time without prior notice. The latest version will be published on the website.

This policy operates in addition to, and does not replace, consumer rights under Australian Consumer Law.