Refund & Returns Policy

Returns

Change of Mind Returns

We want you to love every purchase from Lure Home! If you change your mind about a product, you can return it within 14 days from the date you received it, and we will issue you a store credit. Exceptions may apply.

Please note that change of mind returns are different from returns made under the Australian Consumer Law for faulty products—see the Your Rights Under the Australian Consumer Law section for more details.

You will be responsible for the shipping costs associated with a change of mind return, even if free or discounted shipping was offered at the time of your order. This includes the cost of shipping the product to you initially, as well as the return shipping fees.

To request a return, please visit the 'Contact Us' page and use this form to provide your name and order number, and our Customer Care team will assist with the return process.

Products returned due to a change of mind must be in as-new condition and securely packed in the original packaging. This means the product must not have been used, assembled, damaged, washed, or altered in any way.

The following items cannot be returned due to a change of mind:

  • Perishable goods.
  • Some health and personal care items.
  • Products labelled "made to order"
  • Mattresses & bedding (including quilts, pillows, mattress toppers, protectors, and underlays)
  • Clearance and Sale items (i.e., any items marked as "clearance" or "sale" on our online store or in-store)
  • Personalised items
  • Seasonal products
  • Gift cards
  • 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. If shopping with us in-store, please ask us to add your customer account at time of purchase as this will not be automatically done unless requested. Adding your purchase to your customer account will allow us to email or text a copy of your proof of purchase receipt. An Eftpos receipt is  not a proof of purchase receipt / tax invoice and cannot be used to process a refund or return. 

Within 3 business days of receiving your return, and once we confirm it is in as-new condition, we will send you a store credit voucher via email for the value of the product, minus the shipping costs to deliver and return the item.

We recommend taking photos of the item as it is packaged before shipping it back to us. If the item arrives damaged due to postage or courier handling, these photos may be required to process an insurance claim. For items valued over $100, we strongly suggest purchasing additional insurance to cover the item's value, protecting both you and us. If insurance is not purchased and the item is damaged during transit, we will be unable to provide a refund or store credit.

Store credit voucher codes are valid for one (1) year from the date of issue.

We do not accept returns delivered in person to our depots, offices, or warehouse facilities.

To initiate a return, contact us for assistance.