Refund policy
LUXHÉLA Return & Refund Policy
Last updated: August 26, 2026
At LUXHÉLA, our products are made-to-order and, where applicable, personalised specifically for each customer. We want every customer to receive a product that meets the description, is of acceptable quality, and is fit for its intended purpose.
This policy explains how we handle returns, refunds, replacements and product issues. Nothing in this policy limits, excludes or replaces any rights or remedies you may have under applicable consumer protection laws.
1. Faulty, Damaged or Incorrect Products
Please inspect your order when you receive it.
If your product arrives:
- damaged;
- defective or faulty;
- materially different from the product description;
- incorrectly produced;
- the wrong product; or
- otherwise does not meet an applicable consumer guarantee,
please contact us at hello@luxhela.com as soon as reasonably practicable.
Please provide your order number, a description of the issue, and clear photographs where appropriate.
We may ask for additional information or photographs so that we can assess the issue with our fulfilment partner.
If the product does not meet an applicable consumer guarantee, we will provide the remedy required by applicable law. Depending on the circumstances, this may include a repair, replacement, refund, or another appropriate remedy.
2. New Zealand Consumer Guarantees
For customers in New Zealand, LUXHÉLA complies with the Consumer Guarantees Act 1993 and other applicable New Zealand consumer protection laws.
Products supplied to New Zealand consumers must meet applicable consumer guarantees, including requirements relating to acceptable quality, fitness for purpose, description, safety and delivery.
If an applicable consumer guarantee is not met, you may be entitled to a remedy. The appropriate remedy will depend on the nature and seriousness of the problem and the requirements of applicable law.
Nothing in this policy limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
3. Australian Consumer Rights
For customers in Australia, LUXHÉLA complies with the Australian Consumer Law where applicable.
Australian consumers have statutory consumer guarantees that cannot be excluded by a store policy.
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, cancellation or other remedy depending on the circumstances and applicable law.
Nothing in this policy limits, excludes or modifies any rights or remedies available to Australian consumers under the Australian Consumer Law.
4. Change of Mind
If you simply change your mind, decide that you no longer want the product, select the wrong product, or find the product cheaper elsewhere, you are generally not entitled to a refund or exchange unless required by applicable law or otherwise provided by LUXHÉLA.
Because our products are made-to-order and may be personalised specifically for you, LUXHÉLA does not generally accept change-of-mind returns for products that have been correctly produced according to the order and personalisation details submitted by the customer.
5. Personalised Products
Personalised products are produced according to the information supplied by the customer.
Before completing your purchase, please carefully check all names, spelling, dates, photographs, text and other personalisation details.
Where a product has been correctly produced according to the information submitted by the customer, we generally cannot provide a refund or replacement because of an error in customer-submitted information, including spelling mistakes, incorrect dates, incorrect photographs or other incorrect personalisation details.
This does not affect any rights you may have under applicable consumer protection law.
6. Order Cancellations
Because our products are made-to-order, an order may be sent to production shortly after it is placed.
If you need to cancel an order, please contact us immediately at:
hello@luxhela.com
We will make reasonable efforts to accommodate cancellation requests where production has not yet commenced.
Once production has commenced, cancellation may not be possible unless required by applicable law.
7. Returns
Where a return is required under applicable consumer law, we will provide instructions for returning the product.
Please do not send a product back without first contacting us and receiving return instructions.
Where appropriate, we may require photographs or other information before arranging a return.
If a return is required because a product is faulty, defective, damaged, incorrectly supplied, or otherwise covered by an applicable consumer guarantee, LUXHÉLA will handle reasonable return costs in accordance with applicable law.
8. Products Damaged During Delivery
If your order arrives damaged, please contact us at hello@luxhela.com as soon as reasonably practicable and provide photographs of the product and packaging.
We will investigate the issue with our fulfilment partner and provide the remedy required by applicable law.
9. Refunds
If a refund is approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
We will process approved refunds within a reasonable period and in accordance with applicable law.
10. No Blanket Refund Exclusion
Nothing in this policy means that LUXHÉLA refuses refunds, replacements or other remedies where a customer is legally entitled to one.
Any statement in this policy regarding personalised products, change of mind, customer-submitted errors, or returns is subject to applicable consumer protection laws.
11. Contact Us
If you have a question about a return, refund, replacement, damaged product or other issue with your order, please contact us at:
hello@luxhela.com
Please include your order number and relevant information or photographs so that we can assess your request as efficiently as possible.
LUXHÉLA will assess each request fairly and in accordance with applicable consumer protection laws.