Refund policy
Last Updated: August 31, 2026
This Return and Refund Policy applies to all purchases made via the Luxcoll website (www.lilora.shop). This policy is fully compliant with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth). All statutory consumer guarantees cannot be excluded or limited by store policies.
Business Details
Brand Name: Luxcoll
Email: hello@luxcoll.com
Phone: +61 417 116 184
Address: 63 Temora Street, GRACE MERE, QLD 4702, Australia
Website: www.luxcoll.com
1. Statutory Consumer Guarantees (ACL)
Under Australian Consumer Law, customers are entitled to remedies including refund, replacement or repair for goods that are faulty, defective, unsafe, not fit for purpose or significantly different from the product description. These legal rights apply unconditionally and override any store return rules. No “no refund” policy applies to defective goods.
2. Voluntary Change-of-Mind Returns
We voluntarily accept change-of-mind returns and exchanges for unused, unwashed, unworn women’s apparel within 30 days from the date of delivery. Items must be returned with all original tags, labels and original packaging intact and in perfect resalable condition.
3. Non-Returnable Items (Change of Mind Only)
The following items are excluded from voluntary change-of-mind returns, consistent with Australian retail standards:
- Clearance, final sale and heavily discounted promotional items
- Intimate apparel for hygiene protection reasons
- Customised or personalised made-to-order products
- Worn, washed, altered, stained or damaged items
Note: All non-returnable items above still qualify for statutory remedies if faulty or non-compliant under ACL.
4. Faulty, Damaged or Incorrect Orders
If you receive defective, damaged, incorrect or misdescribed items, please contact our support team with your order number and photographic evidence within 30 days of delivery. We will cover 100% of return shipping costs and offer a full refund, free replacement or product exchange in accordance with ACL regulations.
5. Return Process
1. Submit a return request via email: hello@luxcoll.com with your order number and return reason.
2. Await official return approval and authorised return address instructions.
3. Securely repackage items with all original accessories and tags.
4. Ship the parcel and provide tracking information to our support team.
5. Await inspection and final refund or exchange processing.
Unauthorised returns without prior approval will not be processed.
6. Shipping Cost Responsibility
- Faulty/wrong item returns: Shipping costs covered entirely by Luxcoll.
- Change-of-mind returns: Customer is responsible for all return shipping fees. Original delivery charges are non-refundable.
7. Refund Processing Time
Once returned goods are received and inspected, approved refunds will be processed within 5–10 business days. Funds will be credited to your original payment method. Processing delays may occur due to bank or payment provider systems.
8. Order Cancellation
Unshipped orders may be cancelled for a full refund. Once dispatched, customers must complete the standard return procedure after receiving items.
9. Policy Updates
Luxcoll reserves the right to update this policy. Updates take effect immediately upon website publication. Continued use of the website constitutes acceptance of the latest terms. Statutory consumer rights under Australian law remain unaffected.
10. Contact
Email: hello@luxcoll.com
Phone: +61 417 116 184
Address: 63 Temora Street, GRACE MERE, QLD 4702, Australia
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