REFUNDS & RETURNS POLICY:
ELuxury Home products come with guarantees that cannot be excluded under the Australian Consumer Law. For further information as to your rights under Australian
Consumer Law, please visit the Australian Consumer Law website. Please read our terms and conditions of returns carefully as the guidelines for eligibility are detailed in this policy.
1. Where your products are damaged in transit
ELuxury Home carries a transit insurance to protect our customer’s purchases, however where you have signed for goods without outlining any faults or damage then these goods
may not be covered by transit insurance. You must inspect your goods upon delivery and outline any faults or damage on the delivery note before signing it. You must ask the driver to initial your remarks. If possible, please take a photo of the damage immediately following the delivery. You must notify ELuxury Home of any faulty or damaged goods within 24 hours of receipt of the goods. Failure to do so will mean that any transit policy will be voided.
2. Your goods have a manufacturers fault/flaw.
If you detect a manufacturers fault with your item you must notify ELuxury Home within 7 days. You will be offered a replacement item if available. If a replacement item is not available you will be offered a similar item at a similar price or a refund. A refund is not available if a replacement item is available. Faults not reported within 7 days are not eligible for a refund. Variation, natural markings and shedding in natural products is not classified a fault.
3. Delivery of incorrect item.
Please contact Euxury Home within 24 hours of the delivery of an incorrect item. ELuxury will conform details regarding the return process.
4. Goods damaged by you and natural wear and tear.
We will not accept the return of goods that are damaged by you (accidentally or otherwise) or due to natural wear and tear following delivery.
5. Method and payment of refunds.
You accept that all refunds will be provided to you by electronic funds transfer to your nominated account or in any other way decided at the discretion of ELuxury Home.
6. Change of Mind
ELuxry Home is an online-only store who sources products from physical suppliers and manufacturers, as well as makes to order. ELuxury Home offers a 7 day change of mind refund / exchange on specific items only. ELuxury Home aims to provide you with colour samples as well as much information as possible about the products offered for sale on this website in order to assist you with making the best possible purchase decision.
Specific items may apply within a seven day return policy. These items must be pre approved By ELuxury Home and returned within seven days of receipt of goods. All goods must be returned unused, and in original packaging and labels attached to enable resell otherwise return will not be allowed. If the item has been returned and received by Eluxury Home and the item/goods are either/ or not in its original condition, used, and not in resalable condition including the packaging .ELuxury Home will refuse to accept the return and will not be liable for the product/s whilst in our procession. ELuxury home does not compensate delivery fees for change of mind returns and all returns must organised by the buyer. Goods must be packaged safely and returned in its original selling condition/unused.
Customer will be liable to pay for any additional delivery charges for any exchangeable goods. If the exchangeable good is a free delivery listed item, the customer will be liable to pay additional delivery charges as ELuxury Home does not offer free delivery on exchanged Items.
Products that can be returned for a refund with in 7 days will incur a 10% restocking fee.
- Goat skins
- Sheepskin hides
- Reindeer skins
- Calf hides
- Wildebeest hides
- Blesbok hides
- Gemsbok hides
- Kangaroo skins
Products that can be returned for an exchange only with in 7 days.
- Sheepskin Cushions
- Goat Skin cushions
- Alpaca cushions
- Cowhide cushions
- Kangaroo cushions
- Springbok cushions – natural only
- Mongolian Fur Throws – Quad (black, snow, milk, latte and light grey only)
7. Non exchangeable /refundable products
In order to provide our customers with a bespoke and large selection of products in sizes, textures and colours, at eluxury home we do not hold stock of many products listed on our website. Most of our collections are hand-craft individually as each order is received. We can assist in colour samples and swatches to help you with your decision making and purchase.
The following items can not be returned:
- Sheepskin / Fur Rugs
- Sheepskin / Fur Bean Bags
- Fur throws / Blankets
- Fur cushions
- Animal print cushions
- Bed Runners
8. Custom Designed and Made to Order
Any order that is customised and made to order may not be returned for exchange or refund. These orders are deemed final. Variation in colour tone, markings, texture, pile and even shape and size varies between natural animal products and are all classified as natural characteristics.
9. Cancellation of orders
• Cancellation of Custom made orders – if the item has not begun the production process a full refund will be given less any bank charges, and transaction costs incurred by Eluxury Home.
If the order has began the production process a 55% cancellation fee will be charged resulting in a 45% refund of item price plus refund of any delivery charges if charged.
Production process means:
– any goods, materials or services that need to be purchased prior to the making of custom made goods.
– The actual production of the item
• Cancellation of Special orders – If your special order has been placed by Eluxury Home with one of our suppliers and the the item/s is not in an international or domestic transit to full fill the order, the order may be cancelled with a full refund less any transaction costs and bank fees incurred by ELuxury Home.
• If your special order has been placed by Eluxury Home to one of our suppliers and is in an international transit coming from overseas a 55% cancellation fee will be charged, resulting in a refund of only 45% of the item price plus refund of any delivery charges if charged.
10. International Orders
ELuxury Home will not exchange, credit or refund any money for goods if the ordered item/s are returned back to ELuxury Home due to customer not paying for the countries import taxes, tariffs and/or duties.
International Customers are responsible for paying any additional import duties, tariffs and taxes as by their countries custom laws and regulations. ELuxury Home is not responsible and will not compensate for any import duties, taxes and tariffs of goods/items.
It is the customers responsibility to contact their countries Boarder of Security for the updated custom laws and regulations.
ELuxury Home will not be responsible for the returned goods or any form of refund, credit or compensation.