Luxiva Bags is committed to providing a fair, transparent, and customer-friendly 30-day Return, Refund & Exchange Policy. This Return, Refund & Exchange Policy applies to all eligible orders placed with Luxiva Bags and delivered to customers in Australia and the United States (USA).
We understand that sometimes a product may not meet your expectations, may arrive damaged, or may not be suitable for your needs. This policy explains the conditions, procedures, and timelines for returns, refunds, and exchanges for purchases made from Luxiva Bags.
1. 30-Day Return Window
Customers may request a return, refund, or exchange within 30 days of receiving their order for eligible change-of-mind returns.
For change-of-mind returns, the item must:
- Be unused and unworn
- Be in its original condition
- Include original tags, labels, and packaging where reasonably possible
- Show no signs of damage caused after delivery
You may also contact us if:
- You received an incorrect item
- The item arrived damaged
- The item is defective or does not meet the applicable consumer guarantees
Damaged, defective, or incorrect items should be reported as soon as reasonably possible after delivery, preferably within 48 hours, together with clear photographic evidence where possible. However, this 48-hour reporting request does not limit or exclude any rights you may have under the Australian Consumer Law (ACL) or applicable United States federal and state consumer protection laws.
Please contact our customer support team before returning any item so that we can provide the appropriate return instructions.
Consumer Rights – Australia and the United States
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law (ACL).
Australian consumer guarantees apply automatically to eligible purchases and cannot be taken away by a business's return policy. Depending on the circumstances and whether a product has a major or minor problem, a consumer may be entitled to a repair, replacement, refund, cancellation, or compensation for reasonably foreseeable loss or damage.
For customers in the United States, applicable federal and state consumer protection laws also apply. Nothing in this policy limits or excludes any rights or remedies available under applicable U.S. laws. Luxiva Bags voluntary 30-day return policy applies to eligible purchases in both Australia and the United States.
Luxiva Bags 30-day change of mind return policy is offered in addition to these statutory consumer rights.
2. Non-Returnable Items
For change-of-mind returns, we are generally unable to accept returns in the following cases:
- Items that have been worn, washed, altered, or damaged after delivery
- Change-of-mind return requests made after 30 days of delivery
- Items clearly marked as Final Sale or Non-Returnable at the time of purchase
- Missing original tags, packaging, or accessories where these are reasonably required for the voluntary change-of-mind return
- Items damaged during return transit due to inadequate packaging
These exclusions apply only to voluntary change-of-mind returns and do not affect customers' statutory consumer rights under the Australian Consumer Law (ACL) or applicable United States federal and state consumer protection laws.
All returned items may be inspected before a change-of-mind refund or exchange is approved.
3. Change of Mind Returns
If you change your mind, order the wrong size, or no longer want the item:
- The return request must be submitted within 30 days of delivery.
- The item must meet the eligibility requirements for change-of-mind returns.
- Return shipping costs are the customer's responsibility.
- No restocking fees will be charged.
- We recommend using a tracked shipping service, as Luxiva Bags cannot be responsible for a change-of-mind return parcel that is lost or damaged during return transit.
Our voluntary 30-day change-of-mind return policy is available to eligible customers in both Australia and the United States, subject to the conditions outlined above and any additional rights provided by applicable law.
4. Return Shipping Costs
For returns relating to:
- Incorrect items
- Damaged products
- Defective products
Luxiva Bags will cover reasonable return shipping costs where we are responsible for the issue and where required under applicable consumer law. Where appropriate, we may provide a prepaid return shipping label.
For change-of-mind returns, the customer is responsible for the return shipping costs.
If a product is confirmed to be damaged, defective, or incorrect, Luxiva Bags will handle reasonable return shipping costs in accordance with applicable consumer protection laws in Australia and the United States.
5. How to Return an Item
Step 1 – Request a Return
Contact our customer support team and provide:
- Order Number
- Product Details
- Reason for Return
Our team will review your request and provide the appropriate return instructions.
Step 2 – Prepare Your Return
Please securely package the item together with:
- Original tags, where applicable
- Original packaging, where available
- Any included accessories
Please ensure the parcel is securely packed to help prevent damage during transit.
Step 3 – Ship the Item
Return the parcel according to the instructions provided by our customer support team.
Where a prepaid return label has been issued, please use the provided label for the return shipment.
Step 4 – Inspection
Returned items will generally be inspected within 1 business day of receipt.
You will receive an email confirming the outcome of your return once the assessment has been completed.
6. Refund Timeline
Once an eligible return has been approved:
- Refunds will generally be issued to the original payment method.
- Refund processing will begin after the return has been approved.
- Funds typically appear within 7 business days, depending on your bank or payment provider.
- A confirmation email will be sent once your refund has been processed.
Where a refund is required under the Australian Consumer Law (ACL) or applicable United States federal and state consumer protection laws, the relevant legal requirements will take precedence over the voluntary refund timelines stated in this policy.
7. Exchange Timeline
If an exchange is approved:
- The replacement order will generally be processed within 2–3 business days.
- Delivery typically takes an additional 3–4 business days.
- Estimated total delivery time is 5–7 business days.
All exchanges are subject to product availability.
If the requested replacement item is unavailable, we may offer a suitable alternative or, where appropriate, provide a refund or other remedy.
Nothing in this section limits any consumer rights or remedies available under the Australian Consumer Law (ACL) or applicable United States federal and state consumer protection laws.
8. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and, where possible, provide:
- Photographs of the item
- Photographs of the packaging
- Photographs of the shipping label
- Your order number
Our team will assess the issue and provide an appropriate resolution.
Depending on the nature and seriousness of the problem, remedies under the Australian Consumer Law may include a repair, replacement, refund, cancellation, or compensation where applicable. For a major failure with goods, consumers may generally choose between a refund and replacement Customers in the United States are also entitled to any applicable remedies provided under U.S. federal and state consumer protection laws..
9. Refund Exceptions
For voluntary change-of-mind returns, Luxiva Bags may decline a return where the item does not meet the applicable conditions of this policy.
However, we will not use this policy to exclude or restrict any consumer rights arising under the Australian Consumer Law (ACL) or applicable United States federal and state consumer protection laws.
If a voluntary change-of-mind return is not approved, we will explain the reason and, where appropriate, arrange for the item to be returned to you.
10. Restocking Fees
Luxiva Bags does not charge any restocking fees for approved returns or exchanges.
11. Australia and the United States Consumer Law – Important Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This policy is intended to operate alongside, and not replace, your rights under the Australian Consumer Law.
United States Consumer Protection Notice
For customers located in the United States, Luxiva Bags complies with applicable federal and state consumer protection laws. Customers may have additional rights regarding defective, damaged, misrepresented, or incorrectly supplied products. Nothing in this policy is intended to exclude, restrict, or limit any consumer rights or remedies available under applicable U.S. laws.
12. Policy Updates
We may update this Return / Refund & Exchange Policy from time to time to reflect changes in our business, legal requirements, or operational procedures.
Any updates will be published on this page together with the revised Last Updated date.
Last Updated: 1 November 2026
Contact Us
Brand Name: Luxiva Bags
Registered Address: 10 Eighth Avenue Bassendean WA 6054, Australia
Phone: +61 481 869 534
Customer Support Email: info@luxivabags.com
Live Chat: Available During Business Hours
Customer Service Hours: Monday – Friday | 9:00 AM – 6:00 PM GMT Australian Western Standard Time