Your satisfaction means everything to us. At Lux Paws Couture, every piece is crafted with care — and if something isn’t right, we’re here to make it right. Please read through our returns and exchanges policy below, and don’t hesitate to get in touch if you have any questions.
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Returns
We offer a 14-day return window from the date your order is delivered.
Eligibility
To be eligible for a return, your item must be:
- Unused and unworn
- In its original packaging with all tags still attached
- Accompanied by proof of purchase
How to Start a Return
Email us at sales@luxpawscouture.com.au before sending anything back. Once your return is approved, we’ll send you instructions and a return shipping label where applicable.
Please do not send items back without prior approval — unapproved returns cannot be accepted.
Return address:
1/3 Jayelem Crescent, Padstow, NSW 2211, Australia
Return Shipping Costs
- Faulty or incorrect items: We’ll cover the return postage
- Change of mind or other reasons: Return shipping is at the customer’s expense
Damages & Issues
Please inspect your order as soon as it arrives. If your item is damaged, defective, or not what you ordered, email us at sales@luxpawscouture.com.au within 48 hours of delivery and we’ll sort it out for you straight away.
Our 12-Month Leather Guarantee
We stand behind the quality of our leather goods. All Lux Paws Couture dog collars come with a 12-month guarantee on leather craftsmanship, provided they have been cared for as directed and used for their intended purpose.
If your collar develops signs of splitting, cracking, or structural failure within 12 months of purchase — and has not been intentionally damaged or misused — we’ll gladly arrange a repair or replacement.
What Is Covered
The 12-month leather guarantee applies to our standard leather dog collar range only.
What Is Not Covered
The following products are excluded from the 12-month leather guarantee:
- Naomi De Lux — Midnight Empress collection
- Bowls
- Bows
- Any product not classified as a standard leather collar
If you’re unsure whether your product is covered, please contact us before making a claim and we’ll be happy to clarify.
How to Make a Claim
- Email us at sales@luxpawscouture.com.au within the 12-month guarantee period
- We’ll guide you through the return process and assess the collar’s condition
- If the claim meets our terms and conditions, we’ll send you a repaired or replacement piece
For tips on keeping your collar in top condition, visit our Care Instructions page.
Non-Returnable Items
The following items cannot be returned:
- Custom or personalised products
- Gift cards
- Perishable goods (e.g., pet food)
- Hazardous materials (e.g., flammable liquids)
Not sure if your item is eligible? Contact us before placing your order and we’ll be happy to help.
Exchanges
Need a different size or product? The easiest way to exchange is:
- Return your item following the process outlined above
- Place a new order for the item you’d like
This ensures you get your new piece as quickly as possible.
EU Customers — Cooling-Off Period
If you’re shopping from within the European Union, you have the right to cancel or return your order within 14 days of receipt, without needing to provide a reason. All standard return conditions apply.
Refunds
Once we receive and inspect your returned item, we’ll be in touch to let you know the outcome.
- Approved refunds are processed back to your original payment method within 10 business days
- Please allow a little extra time for your bank to process the transaction
- If you haven’t received your refund within 15 business days of approval, please contact us at sales@luxpawscouture.com.au
Unforeseen Circumstances
In the event of natural disasters, pandemics, or other major disruptions, we may need to temporarily adjust our returns and refunds process. We’ll always communicate any changes as promptly as possible and do our best to support you through any inconvenience.
