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Designer Leather Dog Collar

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Returns/Exchanges


Return, Exchange & Refund Policy

 

At LUX Dog Design we strive for 100% cus­tomer sat­is­fac­tion — we want you to have a pos­i­tive expe­ri­ence with our prod­ucts, which we hope both you and your dog will love. Accord­ing­ly, our return, exchange and refund pol­i­cy, out­lined below, aims to pro­vide you with a bal­ance of flex­i­bil­i­ty to ensure that your expe­ri­ence is a pos­i­tive one.

Returns Criteria

 

1. Please note that LUX Dog Design does not pro­vide any refund or exchange for over­seas buy­ers, so please choose care­ful­ly.

2. Notwith­stand­ing, and sub­ject to all oth­er claus­es of this Return, Exchange and Refund Pol­i­cy, any returned prod­ucts must com­ply with the fol­low­ing cri­te­ria before any exchange, refund or online cred­it note will be pro­vid­ed by LUX Dog Design:

2.1. sub­ject only to Clause 13 below, no returns, refunds or exchanges will be giv­en for toys, sale, per­son­alised, cus­tom, spe­cial occa­sion and per­ish­able items;

2.2. all items returned are in their orig­i­nal con­di­tion, have not been worn, altered or washed, with all tags attached AND in its orig­i­nal pack­ag­ing. LUX dog design reserves the right to refuse any return of mer­chan­dise where this con­di­tion is not sat­is­fied;

2.3. you must indi­cate your inten­tion to exchange / return the item(s) with­in sev­en days of the date you received the item(s) by fill­ing in our Returns & Exchanges form; this form must be com­plet­ed and returned with­in this 7 day time frame;

2.4. the prod­ucts are received by LUX Dog Design with­in 21 days. The returned mer­chan­dise must be returned to:

LUX Dog Design
4 Mon­ey St
Perth 6000
West­ern Aus­tralia;

and

2.5. the prod­ucts are received by LUX dog design in their orig­i­nal con­di­tion. We there­fore encour­age you to thor­ough­ly repack­age prod­ucts to ensure that they are not dam­aged in tran­sit. LUX dog design will not accept any returns or exchanged items that have been dam­aged in tran­sit. In the event of dam­age in tran­sit, this may be recov­ered from the postage com­pa­ny if you have evi­dence of the dam­age caused.

3. Returns or exchanges received out­side of the time frame referred to in 2.3 and 2.4 above may be facil­i­tat­ed at the dis­cre­tion of LUX dog design. In the event of this dis­cre­tion being exer­cised, an online store cred­it will be pro­vid­ed.

Return Delivery Liability and Charges

4. We rec­om­mend you to return items by insured and record­ed deliv­ery and keep a record of your proof of postage. It is your respon­si­bil­i­ty to ensure that the goods are received by LUX dog design. We are not respon­si­ble for dam­aged or lost pack­ages.

5. Where items are being exchanged or returned due to incor­rect siz­ing, you are respon­si­ble for all deliv­ery charges, includ­ing send­ing and return postage.

6. We will reim­burse the postage paid when return­ing faulty items only. If you require an exchange on a faulty item and we have stock avail­able, you will not be charged again for deliv­ery.

7. In the event that mul­ti­ple items from one order are faulty or not as described, all items of this nature must be returned togeth­er. For mul­ti­ple prod­ucts from one order, LUX dog design will reim­burse the postage paid once only.

Change of Size

 

8. Where the items are being exchanged or returned due to incor­rect siz­ing, we only offer an exchange for the same item of dif­fer­ent size. No refunds will be pro­vid­ed. In the event that a change in size is need­ed and there is an extra cost payable you will be respon­si­ble for the price dif­fer­ence. Where there is a price vari­ance in your favour as a result of an exchange a cred­it note will be issued for the dif­fer­ence.

 

9. Where an exchange is not avail­able due to stock avail­abil­i­ty, an online cred­it note will be pro­vid­ed by LUX dog design. The online cred­it note will be for the cost of the item only, not the postage cost.

10. Unless LUX dog design oth­er­wise exer­cis­es their dis­cre­tion by noti­fi­ca­tion to you in writ­ing, one exchange per item only will be pro­vid­ed by LUX dog design.

11. No exchange will be pro­vid­ed on bed­ding.

Statutory Rights

 

12. We care­ful­ly inspect all items before post­ing them to you how­ev­er in the case where goods are faulty, wrong­ly described, or don’t do as they’re sup­posed to, you can elect to have a:

12.1. Refund;

12.2. Exchange of like item (if avail­able); or

12.3. Online store cred­it.

13. The item(s) being returned must com­ply with Claus­es 1 and 2 above.

 

14. Where the item (s) being exchanged is out of stock, LUX dog design will pro­vide a store cred­it and a cred­it for the postage.

 

Store Credits

 

15. Store cred­its are valid for 12 months from the issue date.

16. A store cred­it is non-trans­fer­able and non-refund­able.

 

Processing of Returns

 

17. Do not return your item (s) to LUX dog design with­out con­tact­ing LUX dog design in accor­dance with Clause 2 above. Should you fail to com­ply with any of these con­di­tions, LUX dog design will not be held respon­si­ble for any delays to refunds or postage issues.

18. Exchanged items can only be dis­patched after the returned goods have been received and under­gone a qual­i­ty con­trol check based on clause 1, 2 and 3 out­line above.

 

19. Please do not place a new order for the item (s) you would like in exchange. If you place a new order, your cred­it card will be charged for that order and you will be issued a store cred­it for your returned mer­chan­dise.

 

20. The refund time frame depends on the cred­it card used. Please note that the refund will only be issued to the cred­it card used for the order. Nor­mal­ly cred­it appears with­in one month. In case the recip­i­ent of the prod­uct does not cor­re­spond with buy­er of the prod­uct, a cred­it will be refund­ed to the orig­i­nal buy­er and cred­it card hold­er.

 

21. We strong­ly advise all cus­tomers to check gar­ments thor­ough­ly upon deliv­ery before remov­ing any attached tags and before dis­pos­ing of any orig­i­nal pack­ag­ing.

 

22. In the event that you return items to LUX dog design and these items do not ful­fil the cri­te­ria out­lined in Clause 1 and 2 above, LUX dog design will noti­fy you of this fail­ure at your nom­i­nat­ed address for noti­fi­ca­tion. LUX dog design will offer to return the mer­chan­dise to you, at your expense.  If you refuse to accept the returned mer­chan­dise and pay for the deliv­ery cost, LUX dog design reserves the right to retain the mer­chan­dise and the amount paid by you for the mer­chan­dise.

Non-Deliverable, Refused or Unclaimed Orders

 

23. If an order is returned, refused or unclaimed by the cus­tomer due to cus­tomer refusal, cus­tomer absence, or cus­tomer pro­vid­ing incor­rect ship­ping infor­ma­tion, we will attempt con­tact via phone and/or email if pro­vid­ed. If no response is received, the cus­tomer will be charged with the appro­pri­ate ship­ping charges. Please make sure that the ship­ping infor­ma­tion on your order is cor­rect and if you have select­ed the couri­er option, that some­one will be avail­able to receive your pack­age. All orders that require re-ship­ping at the request of the cus­tomer, whether for returned refused, unclaimed, or unde­liv­er­able pack­ages will require an addi­tion­al re-ship­ping charge.