Refund Policy

We want you to be entirely satisfied with your purchase. This policy outlines exactly when and how you can request a refund — in line with the Australian Consumer Law (ACL).

1. Your rights under Australian Consumer Law

You are entitled to a full refund, repair, or replacement if your product is:

• defective or damaged on arrival
• materially different from the description on this site
• not fit for the purpose described
• not delivered within a reasonable time (more than 45 days from order with no tracking movement)

2. Change of mind

We accept change-of-mind returns within 30 days of delivery. The item must be unused, in original packaging, with all tags attached. Return shipping is at the customer's expense. We refund the product price (not original shipping).

3. How to request a refund

1. Email support@luxeglobal.store with your order number + reason
2. We respond within 1-2 business days with next steps
3. For defective items: send a photo or video; we usually refund without requiring a return
4. For change-of-mind: we provide a return address; ship the item back tracked
5. Refund issued to your original payment method within 5 business days of receiving the returned item (or approving the photo/video for defective items)

4. Items we cannot accept for change-of-mind returns

• Hygiene-sensitive products (eyebrow pens, lick mats once used, etc.)
• Customised or personalised items
• Items damaged through customer misuse

These exclusions do not apply if the item is defective — your ACL rights remain.

5. Lost or never-delivered orders

If 45 days have passed and tracking shows no movement, contact us. We will issue a full refund or send a replacement at your choice. We absorb all loss.

6. Refund processing time

• Stripe / card: 5-10 business days back to your card
• PayPal: 1-3 business days to your PayPal balance
• Bitcoin: refunded to a BTC address you provide, within 24 hours

7. Contact

support@luxeglobal.store — we reply within 1-2 business days, every day.