Refund policy

60-Day Return Policy

We want you to shop with confidence, which is why we offer a 60-day return policy. You have 60 days from the delivery date to initiate a return if your purchase isn't quite right for you. We are also pleased to offer fee-free returns for eligible items, meaning absolutely no restocking fees will ever be deducted from your final refund amount.

Order Cancellations & Address Details

We process orders quickly to get them to you as soon as possible. Because of this, once an order has been dispatched, we are unable to cancel or amend it. If you wish to return an order that has already shipped, you will simply need to follow our standard return process once it arrives.

Please double-check your shipping details at checkout. If an order is returned to us or lost due to an incorrect or incomplete address provided by the customer, original shipping charges are non-refundable and additional fees may apply for reshipment.

How to Start a Return

To initiate a return, please email info@luscentred.com with your order number, the reason for your return, and clear photos of the item. Our support team will review your request within 24 to 48 hours and provide the appropriate return address and instructions. Please do not send items back without prior authorization, as unapproved returns cannot be accepted. Once your return is approved and instructions are provided, the item must be handed over to the courier within 14 days; otherwise, the return authorization will expire.

To ensure a smooth inspection process once your package reaches our facility, items must be securely packed and sent back complete with all original inserts, cables, and accessories. Because we require products to be returned exactly as they were provided to you, please be aware that items sent back without their original packaging, or that arrive in a different condition than when they were received, are not eligible for a return or refund. If your order included any promotional items, bundles, or free gifts, these must also be returned in their original, unused condition; otherwise, their full retail value will be deducted from your refund amount. Additionally, gift cards, customized items, and products that show signs of misuse or are returned in an unsanitary state fall entirely outside of our standard return eligibility.

Shipping Your Return & Exchanges

Please note that returns are to be made by post, and customers are responsible for obtaining their own return shipping label and covering their own shipping costs for returning items, as well as the shipping costs for any standard change-of-mind exchanges (such as swapping for a different variant). Because we cannot be held liable for return packages that are lost or damaged in transit, we highly recommend using a trackable shipping service or purchasing shipping insurance. Keeping your tracking number and postage receipt will help ensure your return can be monitored until it safely reaches our facility.

Transit Damage & Out-of-the-Box Faults

If your item experiences transit damage or arrives with an out-of-the-box fault (e.g., delivered broken, defective, or incorrect), please notify us within 7 days of delivery. Send an email to info@luscentred.com with your order number alongside clear photos or a short video demonstrating the issue. Our team will guide you through troubleshooting and promptly arrange a replacement or exchange subject to stock availability, covering any associated shipping costs for the replacement. Please note that this 7-day reporting window applies specifically to transit damage and delivery errors; long-term manufacturing defects are handled separately in accordance with your statutory consumer guarantees.

Refund Processing

Once your return reaches our facility and is inspected by our team, we will notify you of the approval or rejection of your return. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 10 days. Please allow additional time for the funds to officially post to your account, as processing times can vary depending on your bank or credit card provider. Original shipping charges, as well as any applicable customs duties or taxes, are non-refundable. Any ineligible returns sent to our facility cannot be refunded and will only be shipped back to the customer at the customer's expense.

Your Rights

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This 60-day return policy is offered in addition to your statutory rights and does not limit them in any way.