Warranty Information

Do all your products come with warranty?

Yes! Luxo Living take quality seriously. All our products are backed by full warranty against defects for up to 10 years depending on product type. Warranty duration for each product can be found on the product information pages.

What do I do if I have a problem?

Luxo Living is committed to providing the best value furniture and appliances in Australia along with world class customer service. Quality is never compromised when we source our products. If you have any concerns about a product you have received, please e-mail us at support@luxoliving.com.au and provide:

• A detailed description of the issue
• Photos (and/or video) showing the suspected issue

How will my problem be resolved?

After reviewing the information you have provided, we will work with you to resolve the problem you have encountered. If your product is determined to be faulty, one of the below solutions will be offered to you, in the following order:

1. Spare Parts: If the issue can be resolved by us sending you small spare part(s) – we will immediately send you the required spare part(s) at our cost.
2. Partial Refund/Credit: For minor imperfections or superficial defects – we will offer you a partial refund or store credit in an amount commensurate with the extent of the defect, to keep the product as is. This can often be a time-saving and low-risk solution that reduces wastage and environmental impact of shipping products or parts back and forth between us.
3. Replacement: If the fault can be solved by the provision of a replacement but not a spare part – we will send you a replacement as soon as possible. Please note that we may or may not require the return of the faulty product prior to sending a replacement, at our discretion.
4. Full Refund/Credit: 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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

If the fault cannot be solved with a spare part and no replacements are available within 3 weeks, and you choose not to accept an alternative product, we will offer you:

• a full refund, or
• a pro-rata refund depending on how long you have used the product for.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods does amount to major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and obtain a refund of any unused portion. You are also entitled to reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods.

What types of product faults are covered?

Luxo Living warrants all goods to be free from defects in material and workmanship, and of acceptable quality and durability in every possible way!

The warranty does not cover:

• Normal wear and tear;
• Damage arising from abnormal use, misuse or abuse
• Products which have been modified
• Products which have not been properly maintained
• Damage to packaging
• Minor superficial defects/blemishes
• Minor variations in dimensions, colour or finishing

Some points to remember

1. DIY Solutions: Sometimes a simple DIY or “Self Help” solution is the simplest way to solve a minor issue. As an online retailer, we may require you to use such DIY solutions. For example, if a mark or on a product can be removed by some simple cleaning, or a minor defect can be solved by using a replacement part, or with the use of common tools – you may be required to use DIY solutions, and will be compensated with a partial refund or store credit in an appropriate amount.
2. Packaging: Our product packaging is designed to protect the product during delivery to you. The packaging may sustain some wear or damage during transit however if the product inside is protected then it has served its purpose and this would not be considered an issue.
3. Minor Visual Variations: Many of our products and components of our products are hand-made and there may be minor variations in colour and finish between each item, and between the corresponding images shown on the Luxo Living website (sometimes due to screen types and resolutions, or in situ lighting conditions). It can be said that no two pieces of furniture are identical!
4. Product Maintenance: To ensure the durability and longevity of your products, please perform regular maintenance and consider the use of care products such as leather care kits and timber oil. Products used outdoors, even outdoor furniture, will eventually rust, wear or fade. Your maintenance and local environmental conditions will in a large part determine how long your products will last (for example products used near water or the ocean will rust faster than normal).

How long do I have to return an item?

All Luxo Living products come with a 30 day money back guarantee for your peace of mind!

We are confident that you will be absolutely delighted with the quality and value of our products. If you are not totally satisfied for any reason or if you have changed your mind about your purchase you can choose to return your item for a refund of the original purchase price excluding original shipping fees (and return fees if the return is arranged by us). Please note that delivery costs for items purchased on a free shipping promotion will be deducted from your refund along with the return delivery cost if this has been arranged by us. A 10% restocking fee will also apply.

What do I do if I want to return an item?

Returns need to be booked with us in advance so we can provide you with a Return Authorisation (RA) number for tracking purposes. To book a return, simply contact us within 30 days of receiving your item by sending an e-mail to support@luxoliving.com.au with photos of your product in original packaging and we will get back to you with further details.

Important: Packaging Condition

To be eligible for a return under this guarantee, the product must be returned in its original packaging, with the packaging intact and in good condition. If the item requires assembly, it needs to be disassembled and placed back into the original packaging. If you want to check the colour or feature of your product, please do so in a way that does not require assembly.

Due to health & hygiene regulations we can only accept mattresses, mattress toppers and bed sheets returned in unopened and sealed packaging.

All returns must be sent to the following address:

Luxo Living
Returns Department
160 Newton Road
Wetherill Park NSW 2164