YOUR CONSUMER RIGHTS

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

OUR RIGHTS

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.

MANUFACTURE WARRANTIES

In some cases products offered for sale on our website may be subject to a separate manufacturer’s warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.

GIFT CARDS

Customer may purchase digital Gift Cards from our website. Gift Cards and store credits cannot be used to purchase Gift Cards.

In the case of digital Gift Cards, we will email the Gift Card to the recipient ‘s email address, as provided by the purchasing member. The email will include instructions and a link for redeeming the Gift Card. After the recipient has redeemed the Gift Card, the Gift Card amount will appear in the ‘My Account’ section of the members profile.

Gift Cards, once redeemed, may only be used for purchases at the Luxe Regency website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient’s account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method. The amount remaining can be viewed on your ‘My Account’ page. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.

Gift Cards expire 1 year after the date of their purchase. Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.

Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Luxe Regency is not responsible for any loss or damage resulting from lost or stolen gift cards or gift cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.

RETURNS

If an item is faulty please let us know and we will arrange to have it replaced, however, we do not offer returns for change of mind. So, please make sure you have checked the item details fully or contact us to clarify something prior to purchase. If you’re not happy with your purchase you may return the item at your own cost within 3 days of receiving your order and we will issue you a store credit. Returned items must be in its original packaging and in original condition in order to receive a store credit. If you would like to return your items, please email us prior to returning at returns@luxeregency.com.au and we will give you instructions on how to return the item. Unfortunately, no exchanges or returns are offered for sale items or back-ordered items.

We reserve the right to refuse any returned items that have been damaged after they are received by you, or if they are not in new condition and original packaging. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

damaged in transit

Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

WRONG ITEM DELIVERED

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

FAULTS & WARRANTY CLAIMS

Luxe Regency warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods from a Click & Collect pick up location
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

 

delivery
delivery fees

Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.

UNdeliverABLE GOODS

If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price but not the shipping charges.

 

FLOOR RUG RETURN POLICY
SHIPPING

We can ship to any address in Australia with the 3rd party shipping company (Hunter Express, Direct Freight, TNT Express).

Our shipping charges are as follows:

  • Please add the products you wish to purchase, you will then be redirected to the shopping cart were you can get a delivery price on the fly. All you need to do is enter your postcode and state. This can also be done on the checkout page.
  • You can arrange  for a free collection from our warehouse, located at Unit 3&4/7-9 Westwood Dr, Ravenhall, VIC 3023.

Please note that some remote NT, WA and QLD locations will incur an additional delivery charge which we will contact you after your order has been placed. You will then have the option to pay the additional amount, or accept a full refund.

Our supplier will ship the items within 7 business days. Shipping can be delayed during high volume periods (Christmas time, Trade shows etc), extreme weather conditions or other unexpected circumstances. Items made to order (custom made items) will have a longer dispatch time frame and will be discussed individually with a customer. 

Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.

Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door. We cannot deliver to PO boxes or Parcel Lockers.

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

Our delivery partner may leave a card at the address and you will need to pick up the delivery from their dispatch centre or contact the courier company to arrange for re-delivery.

For the delivery hours and days, please contact our courier partners directly.

You agree to pay any shipping and handling charges presented to you at the time you make a purchase.

returns
change of mind returns

1. Should you change your mind about a purchase you have made with us, you have the option of returning the product within 24 hours of purchase/ having received it and can opt for a refund. Simply return the item to our supplier warehouse (Unit 3&4/7-9 Westwood Dr, Ravenhall, VIC 3023) and we will issue a credit note for exchange or EFT Refund as soon as we receive the item back. You will be charged 25% of the invoice amount restocking fee + shipping. Alternatively, you can organise your own shipping of the return product. We will require the product to be unused and in its original condition and packaging for these returns. We reserve the right to reject any returns that do not meet these requirements.

2. Once we receive the items, we will fully refund you the amount you paid for the product (minus the shipping fee and restocking fee).

3. Made to order rugs, custom sized products, or underlays are not eligible for change of mind returns.

4. Orders of 3 or more items of any size or style, only a single item from the order is eligible for return.

5. Orders of 2 or more of the same SKU (same style & same size), only a single item of the same SKU is eligible for return.

damaged or faulty returns

1. You need to notify Luxe Regency as soon as possible in the unlikely event that your item arrives damaged or faulty. Please send an email to returns@luxeregency.com.au (after which one of our team will contact you). All claims must be reported strictly with in 24 hrs of purchase or delivery .

2. Damaged or faulty items are required to be in unused and in original condition and packaging.

3. In order to assist the return process, you may be required to fill in a return form or to send us images of the damage for preliminary assessment. Please do not attempt to return the items before speaking to one of our team.

4. If after the preliminary assessment our specialists assess and approve the return, our Customer Care Team will contact you to proceed with the return process. Depending on if it is minor or major defect, Luxe Regency will work with our supplier to arrange a replacement or give you a store credit or rebate of part or all of the product price.

5. If after the preliminary assessment our team decide that the product needs to be sent back for further examination to ascertain if there is a defect with the product, our Customer Care Team will contact you to arrange the return of the product. You will not be charged for freight or shipping. We will arrange the pickup of the items from you. If the product is found not to have a defect, you may be required to pay the transport or inspection costs. An estimate of these costs will be provided to you before the product is collected.

6. It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way or failure to take reasonable care, using the product in any commercial, contract, rental, trade, institutional or other non-residential use.

7. Our  Handmade Natural Fibre Rugs DO NOT come with any warranty. Our hand made rugs are individually hand made and hand woven by fair trade cottage industry weavers/ artists and each piece is unique and different to the other and as such they are subject to the following variations, which are not considered faults or defects:

a) Size: being a hand made article, the size can vary by +/-3% from the size ordered.

b) Colour: Every effort is made to ensure there is minimal colour variation however some variation can be expected.

c) Fading: Placing rugs in direct and continuous sunlight will cause them to fade. Charcoal colour products will fade in natural light/ sunlight. Some colour may transfer on light coloured surfaces. Rotate your rug to minimise damage caused by natural light.

d) Design & Construction: Minor variations may be evident, which is due to the fact that the product is a handmade item including line/weave thickness.

e) Shading: Due to changes in pile and weave direction shading may occur and is a natural characteristic of carpets and rugs.

f) Shedding: Our hand made rugs are made from all natural fibres. Natural fibre rugs will initially shed loose fibres, this is a normal process. The removal of any loose fibres will be hastened by regular vacuuming using a good quality upright vacuum cleaner.

g) Pilling can occur due to traffic, moving furniture, vacuuming or other mechanical agitation. This can be trimmed with scissors.

h) Pop ups: Due to the type of weaving, there will be short fibres popping up while the rug settles. This can be trimmed or pushed through.

i) Fumigation smell. AQIS – the Australian Quarantine and Inspection Service – works to protect Australia’s unique natural environment and economic assets from many pests and diseases found in other parts of the world. Common items of quarantine concern include:  wooden items; rugs; carpets; skins; feathers; straw; paper; cardboard; etc. Treatments applied for biosecurity purposes are part of measures used in managing the risk of introduction of exotic pests and diseases.  There can be a residual smell left after the fumigation treatment which will air itself out within few weeks of opening the packaging if left in a well ventilated space.

8. Clearance and discontinued items cannot be returned, as they are offered at a greatly reduced price and will not be restocked.

The buyer pays return shipping unless the product was damaged at the time of delivery, and the product must be returned in the original packaging via a courier company together with a tracking number. We can provide our freight company to pick-up an item from buyers chosen location at buyers own cost (this can be deducted from the refund or credit note amount). Please also allow three to five working days for a refund to be processed as this will allow time for the inspection and re-packing of the item returned.

If an order is cancelled whilst in transit with the courier company, we will need the rug returned back to us before we process any refund.

EXCHANGE

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

DELIVERY TIME

Each product listing includes the estimated dispatch time frame for that product. Typically, items listed on the website will be dispatched from our warehouse within 24 to 72 business hours. In some cases the estimated dispatch time frame will be longer, for example where items are made to order. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.

Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.

delivery methods & locations

We work with a number of delivery partners and courier companies in order to deliver nationwide; in some cases this may be handed to a third party to ensure remote areas can be accommodated. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised.

Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.

For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.

We cannot deliver to PO boxes or Parcel Lockers because they’re usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.

Our delivery partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery.

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

You agree to pay any shipping and handling charges presented to you at the time you make a purchase.

We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery at this time.

delivery failure

 It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.

PAYPAL HAS YOUR RETURN SHIPPING COSTS COVERED

The Service is available at no additional cost to PayPal account holders who have registered for it. For more information please refer to the PayPal Returns page.

SPECIAL OFFERS ON SHIPPING

Free shipping, flat rate, capped price or other types of shipping price promotions may be offered at specified times and on specified products. Where a shipping promotion is offered, it will only be available on selected products and to selected locations.

The following postcodes are excluded from all shipping promotions:
800 – 886, 2898 – 2899, 4183 – 4184, 4216, 4385 – 4498, 4507, 4680, 4700 – 4746, 4801 – 4807, 4816 – 4830, 4871 – 4876, 4890 – 4895, 5641 – 5734, 6033 – 6044, 6084, 6123 – 6124, 6161, 6173 – 6176, 6207 – 6230, 6232 – 6799, 7012, 7017, 7020, 7022 – 7055, 7109 – 7216, 7252 – 7470

The following postcodes are included for promotions going to specific metro locations:
Sydney Metro: 2000-2080, 2085-2158, 2160-2229, 2231-2234, 2555-2559, 2564-2567, 2745-2750, 2759-2770
Melbourne Metro: 3000-3062, 3065-3097, 3101-3138, 3140-3207, 3800-3805, 3975-3976
Brisbane Metro: 4000-4037, 4051-4078, 4101-4179, 4300-4301, 4500-4502
Adelaide Metro: 5000-5115, 5120-5121, 5125-5127, 5158-5169, 5950
Perth Metro: 6000-6032, 6050-6077, 6081-6083, 6090-6122, 6125-6126, 6147-6160, 6162-6172, 6180-6182, 6970

SPECIAL OFFERS (eg: Free Shipping)

Freight will be calculated based on the shipping address provided using the most suitable freight company we have contracted. In most cases the rate is calculated on the cubic metre measurement used to transport goods.

An email despatch notice is sent to your registered email address the day goods leave our/ our suppliers warehouse. Please ensure there is someone ready to accept the goods on your side as FUTILE delivery charges will apply (plus a re-delivery fee) if delivery is rejected or location/site is unattended.

All deliveries are made during business hours based on the FREIGHT Company’s schedule.

If special delivery instructions are required then you must include this in the area provided during your check-out process to ensure they are carried out (note – higher freight charges may apply for special requirements).