At Lux Paws Couture, your satisfaction is our top priority. We take pride in our craftsmanship and are committed to offering an exceptional customer experience. Below is our return and refund policy, including provisions for exceptional circumstances.
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Returns
We offer a 14-day return window from the date you receive your order.
To be eligible for a return:
- Item must be unused, unworn, in original packaging, and with tags attached.
- You must provide proof of purchase.
To start a return, email us at sales@luxpawscouture.com.au. Once approved, we’ll provide a return shipping label (if applicable) and return instructions.
Return address:
1/3 Jayelem Crescent
Padstow, NSW 2211
Australia
Note: Items sent without prior approval will not be accepted.
Return Shipping Costs
- If faulty/incorrect: We cover return postage.
- For change of mind or other reasons: Return shipping is at the customer’s expense.
Damages & Issues
Please inspect your order on arrival. If it’s damaged, defective, or incorrect, email us at sales@luxpawscouture.com.au within 48 hours.
Due to the handmade nature of our products, especially those with rhinestones or embellishments, we do not cover missing stones after wear. These are delicate, decorative elements that may naturally loosen over time with use.
Lux Paws Couture is not liable for damage caused after the product is worn. It’s the customer’s responsibility to ensure suitability for their pet’s size and activity level.
For proper care, please refer to our Care Instructions page.
Non-Returnable Items
- Perishable goods (e.g., pet food)
- Custom or personalised products
- Gift cards
- Hazardous materials (e.g., flammable liquids)
Unsure? Contact us before placing your order.
Exchanges
The quickest way to exchange is to:
- Return the item as per our policy
- Place a new order for the desired product
EU Customers – Cooling-Off Period
Customers in the European Union have the right to cancel or return an order within 14 days without reason. Items must meet the return conditions listed above.
Refunds
Once we receive and inspect your returned item, we’ll notify you of the outcome.
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If approved, your refund will be processed to your original payment method within 10 business days.
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If you don’t see it within 15 business days, contact us at sales@luxpawscouture.com.au.
Unforeseen Circumstances
In events like natural disasters, pandemics, or major disruptions, we may temporarily adjust our return/refund policy. We’ll always strive to communicate updates promptly and assist where possible.
Thank you for shopping with Lux Paws Couture. For any questions, please reach out to us at sales@luxpawscouture.com.au.
