Cancellation policy:
Send us an email via replying to your order confirmation email, orders may only be cancelled before they enter processing. The cancellation will incur a 5% transaction processing fee as we have already incurred bank fees. If you placed the order via Afterpay or Zip Pay, your cancellation will incur a 7% transaction processing fee as we incur non-refundable merchant fees.
Refund/Return policy:
We do not consider a change of mind as a reasonable request for a refund.
Sale items are final sale and are not eligible for return or exchange.
Change of Mind Returns
Due to the nature of fragrance products, we do not accept returns or provide refunds for change of mind.
This includes ordering the incorrect fragrance, size, concentration, or variant.
Perfumes are classified as hygiene-sensitive items, and once they leave our premises, we cannot resell them.
Please choose carefully before confirming your order.
Fragrance Perception
Fragrance is a highly subjective product. Scent perception, projection and longevity can vary due to factors including batch variations, formulation updates, storage conditions, environmental conditions and individual skin chemistry.
Luxe Perfumes and Scents does not accept returns or issue refunds because a fragrance smells different to one previously purchased or worn, or because it does not meet an individual’s personal expectations.
Damaged, Leaking or Incorrect Items
We take great care when packing orders, but if your item arrives damaged, leaking, or incorrect, please contact us within 48 hours of delivery.
To begin a claim, email us at he***@***********************om.au with:
-
Your order number
-
Photos of the damaged or incorrect item
-
Photos of the packaging (including the shipping label)
- A short video demonstrating the issue
Claims submitted outside this timeframe will not be accepted.
If approved, we will offer:
-
A replacement item (if available), or
-
A store credit
Do not return any item unless authorised by us in writing.
If a return is approved, the item must be received by us within 14 days of the return approval unless otherwise agreed in writing.
Non-Returnable Items
We cannot accept returns on the following:
-
Opened fragrances
-
Used fragrances
-
Fragrances with broken packaging seals
-
Sale or clearance items
-
Discovery sets or samples
Approved discretionary returns receive store credit only.
Shipping costs are non-refundable.
- A 5 -7% cancellation fee (with a minimum of $5) will apply to any cancelled orders, as we incur transaction costs.
- Approved discretionary returns may incur a 25% restocking fee. Shipping fees will be deducted from any applicable refund.
We do not issue store credits until the approved return products have been received by us.
Claims submitted outside the timeframes set out in this policy will not be accepted. Once a claim has been assessed and our final decision has been communicated, the matter will be considered closed.