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Resident Luxe has hand selected each unique product on our e-boutique, and we ensure that you will love your purchase. However, we understand that occasionally you may not be completely satisfied with what you have selected online. In this case, Resident Luxe offers the following return policy.
We will provide you with a return or exchange for full priced items only where:
- Merchandise is in a saleable condition along with original packaging and all tags attached.
- Merchandise is not worn, damaged, altered or washed.
- Merchandise is wrongly described.
- Merchandise is different to the item ordered.
Please note that due to hygiene, lingerie, swimwear, jewellery, hats and accessories, as well as sale items, cannot be returned unless deemed faulty. Resident Luxe does not refund for change of mind, only if goods are incorrect or faulty; however we will happily exchange for another item. Returns will be approved at Resident Luxe’s discretion, and therefore if the product is sent back and does not meet the above requirements the return will be refused and in this case you will be required to pay the extra shipping and handling charges for the item will be returned back to you.
- Please email firstname.lastname@example.org to discuss a return or exchange. If approved, Head Office will issue you a customer reference number, which you will need to include with you returned goods.
- Send back the return within 7 days of receiving your item.
- Send the goods back via registered post, signature on delivery and a tracking number included, along with your original invoice, as proof of purchase.
Please note that returns will not be accepted if you have not contacted Head Office and been issued a reference number, if you have not sent the item back within the 7 day time frame, if you are not able to provide a tracking number, or in the case that the original invoice is not included. Again in this case you will be required to pay the extra shipping and handling charges for the item will be returned back to you.
If an exchange is approved and the item is $100 AUD or less, postage costs will apply, $10 AUD for standard post and $12 AUD for express post within Australia. For international exchanges the relevant postage costs according to your location still apply. If an online store credit is approved, this will expire months from date issued and can be used to purchase from our e-boutique. If a refund is approved, the refund will be applied to the original card of purchase. We do not refund original shipping charges or the cost of shipping to return your items.
Resident Luxe, with your approval, will conduct the following via the details you have supplied:
- Send news, information about our activities and general promotional material which we believe may be useful to you.
- To fulfill your online purchase from Resident Luxe e-boutique.
- To monitor who is accessing the website or using services offered on the website.
- To profile the type of people accessing the website. We may from time to time collate.
Information about site traffic, sales, wish lists, and other commercial information which we may pass on to third parties but this information does not include any information which can identify you personally. Resident Luxe will only use your supplied email address to contact you about special offers if you agree to do so.
We will provide you with a repaired item, replaced item or in the case that this is not possible a credit note or refund will be offered for all items where; Merchandise is received in a damaged condition or merchandise is faulty. Please note items that have been damaged from wear and tear are not considered to be faulty. Returns will be approved at Resident Luxe’s discretion, and therefore if the product is sent back and does not meet the above requirements the return will be refused and in this case you will be required to pay the extra shipping and handling charges for the item will be returned back to you.
In the case that an item is considered damaged or faulty, we will contact the supplier and it will be at their discretion to approve the return. The supplier will then notify us as to whether the item will be repaired or replaced. In the case that this is not possible we will provide a credit note or refund. All repairs or replacements will be sent from the supplier to our Head Office, you will then be notified when the item will be returned to you.
Credit Notes for Faulty Items
If an online store credit is issued the credit note will expire 3 months from date issued and can be used to purchase via our e-boutique.
Refunds for Faulty Items
In the case that a repair or replacement is not available a refund is offered if a credit note is not wanted. The refund will be applied to the original card of purchase. In the case of faulty items the original shipping charge and cost of shipping to return your items will be refunded. The original shipping charge refund will be applied to the original card of purchase, while the cost of shipping to return your item will be refunded into a nominated account. Therefore you will need to provide an account name, BSB and an account number and include with your item the return postage receipt. In the case that an item is not deemed faulty, you will be required to pay the extra shipping and handling charges for the item will be returned back to you.