Refund & Returns Policy

REFUND & RETURNS POLICY

At Lure Home, we want you to be completely satisfied with your purchase. This policy outlines your rights and our procedures for returns, refunds, and exchanges.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Under the Australian Consumer Law, you have guaranteed consumer rights that cannot be excluded.

These include:
Right to a refund or replacement if products are faulty, not as described, or unfit for purpose
Right to compensation for damages and losses resulting from faulty products
Right to have problems fixed in a reasonable time

For Major Failures:
Cancel your contract and receive a refund
Choose between refund or replacement
Compensation for reduced value

For Non-Major Failures:
Reasonable time for repair
Refund if repair cannot be completed in reasonable time
Compensation for reasonably foreseeable loss or damage

Important: This return policy is separate from and in addition to your statutory rights under Australian Consumer Law. Nothing in this policy limits or excludes your consumer guarantee rights. Consumer guarantees apply regardless of any manufacturer's warranty and cannot be excluded by this policy.

CHANGE OF MIND RETURNS
We understand that sometimes products may not meet your expectations. You may return eligible items within 14 days of delivery for store credit.

Eligibility Requirements
Items must be in original, unused condition
Original packaging and tags must be intact
Items must not show signs of wear, damage, or alteration
Return must be initiated within 14 days of delivery date
Return Process
Contact our Customer Care team via our Contact Us page
Provide your order number and reason for return
We'll provide return instructions and authorisation
Package items securely using original packaging
Ship items back at your expense
Return Shipping Costs

Customer responsibility:
You are responsible for return shipping costs for change of mind returns

Our responsibility:
We cover return shipping for faulty, damaged, or incorrectly sent items
Insurance recommended: For items over $100, we strongly recommend purchasing shipping insurance

NON-RETURNABLE ITEMS
The following items cannot be returned for change of mind:
Health & Safety Items:
Personal care and hygiene products
Perishable goods and consumable items (candles, soaps, gourmet foods)

Customised Products:
Made-to-order items
Personalised or customised products
Bedding & Textiles:
Mattresses, pillows, and bedding items (including quilts, mattress toppers, protectors, and underlays)

Special Categories:
Clearance and sale items (marked as "clearance" or "sale")
Seasonal products
Gift cards and vouchers
Items for commercial or non-domestic use
Items assembled or installed by Lure Home or our contractors upon delivery
Items purchased in-store that have not been added to your customer account

Bulk Purchases:
Products purchased in quantities exceeding normal domestic use (more than 3 units of the same item)

REFUND PROCESSING
Refund Methods
Store credit: Primary method for change of mind returns (valid for 12 months)
Original payment method: For faulty, damaged, or incorrectly sent items
Processing Time
Acknowledgment: Within 2 business days of receiving your return request
Resolution: Within 3 business days after we receive and inspect returned items
Supplier coordination: For items shipped directly from our suppliers, return processing may take additional time. We will coordinate with suppliers to ensure timely resolution while maintaining your consumer guarantee rights.

Refund Amounts
Store credit value: Original purchase price minus restocking fee and shipping costs
Restocking fee: May apply to certain categories
Shipping costs: Original shipping costs are non-refundable for change of mind returns
FAULTY OR DEFECTIVE ITEMS
Immediate Action Required
Contact us within 48 hours of delivery for damaged items
Contact us within the warranty period for manufacturing defects
Provide photos of damage or defects
Keep all packaging materials
Our Response
Replacement: Priority option for in-stock items
Full refund: To original payment method including shipping costs
Repair: Where appropriate and cost-effective
Store credit: Alternative option available

INSPECTION AND DOCUMENTATION
We may photograph returned items as part of our inspection process
These records may be used for quality control, insurance claims, or dispute resolution purposes
We reserve the right to inspect returned products before processing refunds or exchanges
Customer photographs of items before return shipping are recommended for insurance purposes

FRAUD PROTECTION
We reserve the right to refuse returns where we reasonably suspect fraudulent activity, including but not limited to:
Multiple returns of the same item type
Returns without valid proof of purchase
Items that show evidence of use beyond normal inspection
Patterns of behaviour inconsistent with genuine customer purchases

ABANDONED AND UNAUTHORISED RETURNS
Items returned without proper authorisation or left unclaimed for more than 30 days may be disposed of at our discretion
We are not liable for unauthorised returns or abandoned items
We do not accept returns delivered in person to our depots, offices, or warehouse facilities

COMMERCIAL USE EXCLUSIONS
Products used for commercial, retail, hospitality, or business environments are subject to different return terms. Contact us for commercial return policies.

CONTACT INFORMATION
Customer Care Team:
Email: hello@lurehome.com.au
Phone: 02 4975 4690
Online Chat: 8am-8pm AEDT daily
Mail: Lure Home, 236B Watkins Rd, Wangi Wangi NSW 2267
Business Hours: Tuesday-Friday 10am-4pm, Saturday 9am-12pm
Business Hours and Online Chat Hours are subject to change.
Return Address:
Lure Home
236B Watkins Rd, Wangi Wangi NSW 2267
Do not send returns without prior authorisation

IMPORTANT NOTES
Proof of purchase required: Original receipt or order confirmation
Return authorisation: All returns require prior approval
Packaging responsibility: Items must be securely packaged to prevent damage
Insurance responsibility: Customer responsible for insurance claims on damaged returns
Eftpos receipts: Not accepted as proof of purchase

LIMITATION OF LIABILITY
Our liability is limited to repair, replacement, or refund of the returned product. We are not liable for:
Consequential or incidental damages
Loss of use, time, or inconvenience
Installation or removal costs
Assembly or disassembly costs

FORCE MAJEURE
We are not liable for delays in processing returns or refunds due to circumstances beyond our reasonable control, including but not limited to: natural disasters, supply chain disruptions, government restrictions, pandemics, or other unforeseeable events.

RECORD KEEPING AND PRIVACY
We maintain return and refund records for compliance purposes and for the duration of applicable warranty periods plus 12 months. Customer information is handled in accordance with our Privacy Policy and Australian Privacy Principles.

DISPUTE RESOLUTION
Any disputes will be resolved through:
Good faith negotiation
Mediation (if negotiation fails)
Jurisdiction: New South Wales courts
Governing Law: Australian Consumer Law and NSW state law

POLICY MODIFICATIONS
We reserve the right to modify this policy at any time. Changes will be posted on our website with an updated effective date. Returns initiated before policy changes will be processed under the terms in effect at the time of purchase. Your purchase is governed by the policy in effect at the time of purchase.

This policy is effective from 1st July 2025 and supersedes all previous versions.