Return Policy


RETURNS

At Lux and Hide we want our customers to love their purchases!
We do understand that sometimes with online shopping things don’t go to plan and you may require a return.  The information below outlines how we can help you with a return of one of our items.
By processing your payment and completing an order with us, you are accepting the following terms and conditions regarding returns of your purchase.

 

How to Return
Step 1: Fill out our returns form and send it to us via email.

Step 2: Send the item back to us within the ‘7 day’ return period & collect the postage receipt.
Step 3: Wait for us to be in touch.
The returns can be sent to the following address:
LUX & HIDE
4/57 DUMARESQ STREET
ARMIDALE, NSW, 2350

 

Our Returns Policy

  • If you wish to return an item you must fill in the returns form and email it to us at luxandhide@hotmail.com
  • We do not offer refunds for returns, unless the item is classified as faulty (see faulty item below for more information). Please also attached photos for evidence of the faults. We instead issue you with store credit to the same value as your return item.
  • Our item(s) must be returned to us within 7 days of receiving your item, including faulty products.
  • Items must be in same condition as received. Items will be inspected upon arrival and we reserve the right to refuse the return if it does not meet the conditions. In this case the item will be sent back to the sender.
  • We do not accept returns on SALE items.
  • We do not offer exchanges on any items.
  • Returns shipping. We are a small business which means free returns aren’t an option for us at this point. If you wish to return an item shipping costs are to be covered and paid for by the customer.

Faulty Item

We can offer a refund for returns if they are in fault. Please email us at luxandhide@hotmail.com if you believe your item has a fault, we will ensure this is a priority and endeavor to resolve this as soon as possible.
PLEASE NOTE: Some of our rugs may have scars and/or brand markings on them as these are natural and real products. We do not accept these markings as a default of the item and therefore will not offer a return on these item.

Credit notes

  • Credit notes are valid for 12months from the date of issue.
  • Credit notes we can only be used on our online store and not at our market stalls/salon store.

Processing time

  • We process all of our returns within 7 Days of receiving the item(s) back.
  • You will receive an email approving your return once it has been received and inspected
  • Domestic returns by regular post can take up to 7 days, while express post can take up to 3 days.