Refund policy
Last updated: 7 October 2026
Your rights under the Australian Consumer Law
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 and compensation for any other reasonably foreseeable loss or damage. 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.
Nothing in this policy limits those rights. Luxinova is a brand of Gabrisa Limited (registered in Hong Kong); this policy applies to purchases made on www.luxinova-au.com by consumers in Australia.
Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, doesn't match its description, or isn't what you ordered (for example the wrong design, size or colour), we'll put it right at no cost to you:
- Major failure (for example the item is unsafe, can't be fixed, or is significantly different from what you ordered): you choose between a refund, a replacement or a repair, and may claim compensation for any other reasonably foreseeable loss.
- Minor failure (a problem that can be fixed within a reasonable time): we'll repair or replace the item, or refund you, at our choice and at our cost.
To make a claim, email support@luxinova-au.com with your order number (AU-…), a short description and – for damage or a personalisation error – a couple of photos. For damage in transit, please contact us within 7 days of delivery where possible so we can also lodge a claim with the carrier; later claims are still assessed. Where we need the item back, we'll organise and pay for the return. We don't charge any fee for assessing a claim.
Personalised items – change of mind
Most of our products are made to order with your name, text or photo. Because a personalised item can't be resold, we can't accept change-of-mind returns, cancellations after production has started, or exchanges on personalised products. This includes items where the details you entered contained a spelling mistake or a photo you'd like to swap after we've started making it. Please check your personalisation carefully before you order – you can change it free of charge by emailing us before production starts.
This restriction only applies to change of mind. Your consumer guarantees (above) always apply to personalised items too: if the item is faulty, damaged or made differently from what you entered, we'll repair, replace or refund it.
If you entered the wrong details yourself, we'll always try to help – for example with a discounted remake. Just ask.
Non-personalised items – 30-day change-of-mind returns
Items that aren't personalised (for example the WoolyGlow sheep lamp, bedding sets, robes without a name) can be returned for a change of mind within 30 days of delivery, provided they're unused, undamaged and in their original packaging. Return postage for change-of-mind returns is at your cost; we'll email you the return address when you contact us. Once we've received and checked the item, we'll refund the purchase price (including any shipping you paid) within 10 business days to your original payment method.
Cancelling an order
You can cancel any order free of charge until we start production – usually within 1–3 business days of ordering. Email us as soon as possible with your order number. After production has started, personalised orders can no longer be cancelled; non-personalised orders can still be returned under the 30-day change-of-mind terms above.
Refunds
Refunds are made to the payment method you used at checkout, in Australian dollars, within 10 business days of our approval. Depending on your bank or card issuer it can take a few more days to appear on your statement. We never refund by gift card or store credit unless you ask for it.
Lost or undelivered parcels
Every order ships with tracking. If your parcel is marked as delivered but you can't find it, check with household members, neighbours and your local post office first, then contact us. If a parcel is lost in transit, we'll send a replacement or refund you in full once the carrier has confirmed the loss (usually within 10 business days of our enquiry). Orders returned to sender because of an incomplete or incorrect address can be re-sent once you've confirmed the correct address; a second delivery charge may apply if the error was in the address you entered.
How to contact us
Email support@luxinova-au.com – we reply within 1 business day.
Luxinova — a brand of Gabrisa Limited, registered in Hong Kong. Company Registration Number: 77665906 · support@luxinova-au.com
If we can't resolve a complaint, you can contact the consumer protection agency in your state or territory, or the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.