ELUXE information
Refund Policy
This policy explains how ELUXE handles refund, replacement and return requests for Australia and New Zealand customers, including faulty, incorrect, damaged, misused or incorrectly ordered products.
Consumer Rights
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot be excluded under Australian Consumer Law, New Zealand consumer guarantees or any other applicable law.
Faulty, Incorrect or Damaged Items
If you receive a faulty, incorrect or damaged item, contact ELUXE promptly through the Contact Us page. Please include your order number, clear photos of the product and packaging, and a clear description of the issue so the matter can be assessed.
Assessment Process
ELUXE may request photos, order details, delivery information, product condition details or return of the item where reasonably required to assess the issue. We will provide an appropriate remedy where required by applicable consumer law.
Available Remedies
Depending on the issue and applicable law, an approved remedy may include replacement, refund, store credit, resupply, or another appropriate resolution. The remedy offered will depend on the nature of the problem, the product condition and the applicable consumer guarantee requirements.
Change of Mind
ELUXE is not required to provide a refund, replacement or exchange for change-of-mind purchases, incorrect product selection, incorrect size selection, duplicate orders, or where the customer no longer wants the product, except where required by law.
Product Suitability
Customers are responsible for reviewing product descriptions, current product images, intended-use statements, safety information, storage guidance, size options, shipping details and disclaimers before purchase. ELUXE products are supplied only for mechanical equipment-care applications.
Misuse or Incorrect Use
Refunds, replacements or exchanges may be refused where a product has been misused, altered, contaminated, incorrectly stored, damaged after delivery, used outside its stated machine oil lubricant purpose, or handled contrary to product information, label directions or safety guidance, except where a remedy is required by law.
Opened or Used Products
For safety, handling and product-integrity reasons, opened or used products may not be accepted for return unless the product is faulty, incorrectly supplied, damaged on arrival, or a remedy is required under applicable consumer law.
Leaking or Compromised Parcels
If a parcel arrives leaking, damaged or visibly compromised, do not use the product. Keep the product and packaging secure, take clear photos, and contact ELUXE promptly with your order details so the matter can be reviewed.
Address or Delivery Issues
Customers are responsible for providing a complete and correct delivery address. Refunds or replacements may be refused where a parcel is delayed, lost or misdelivered because incorrect or incomplete address details were supplied, except where required by law.
Unauthorised Returns
Customers should contact ELUXE before returning any product. Unauthorised returns may not be accepted, may be delayed, or may be returned to sender where they cannot be matched to an approved support request.
Return Shipping
Return shipping arrangements will depend on the reason for return and applicable consumer law. Where ELUXE is responsible for providing a remedy, we will advise the appropriate return or resolution process. Where a return is not required by law or approved by ELUXE, return costs may remain the customer’s responsibility.
Refund Processing
Approved refunds will usually be processed back through the original payment method where available. Processing times may vary depending on the payment provider, financial institution, checkout method and internal review requirements.
Australia & New Zealand Customers
This policy applies to eligible Australia and New Zealand orders. Customers are responsible for ensuring their purchase, possession, storage and use of any product complies with applicable local laws and requirements.
Contact
For refund, replacement, return or order-support enquiries, contact ELUXE through the Contact Us page with your order number and a clear description of the issue.