Return Change of Mind

Casa Lusso offers customers a refund or store credit for change of mind returns made within 60 days of the delivery or dispatch date, or where an order is cancelled prior to collection or delivery.

Products must be returned unused, uninstalled and in their original packaging. Packaging must be intact and free from writing or damage. Where these conditions are not met, a restocking fee of up to 20% may apply, or Casa Lusso may decline the return or exchange.

Where a customer wishes to exchange an item, or return an eligible product outside the 60 day period, Casa Lusso may offer a store credit. Store credits are valid for 12 months.

Floor stock, clearance items, discontinued products and special order items may not be eligible for a refund or exchange. Please refer to the relevant section below.

Store credits are non transferable, cannot be redeemed for cash and proof of identity may be required when redeeming the credit.

Refunds will generally be returned to the original payment method used when placing the order. Where this is not possible, Casa Lusso may require identification and banking information to verify and process the refund.

For security and fraud prevention purposes, refunds cannot be processed over the phone.

Online Purchases

Online purchases may be returned or exchanged in accordance with the conditions above.

For change of mind returns, any freight, postage or transportation costs associated with returning the goods are the responsibility of the customer.

Returns must be made within 60 days of delivery or collection.

Approved online refunds will be returned to the original payment method used for the purchase. Please allow approximately 3 to 5 business days for funds to become available following processing.

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Return Faulty Goods

Casa Lusso will provide appropriate remedies where a product is found to be faulty in accordance with Australian Consumer Law.

For products with a major fault, customers may be entitled to choose between a replacement, store credit or refund.

For products with a minor fault, Casa Lusso may offer a repair, replacement or store credit. A refund for a minor fault may also be offered where appropriate.

Under Australian Consumer Law, a product may have a major problem where it:

• Has a problem that would have prevented a reasonable customer from purchasing it had they known about the issue
• Has multiple minor problems that, collectively, would have prevented the customer from purchasing it
• Is significantly different from its description, sample or display
• Is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable period
• Cannot perform a specific purpose communicated by the customer and cannot easily be rectified
• Is unsafe

Faulty products do not need to be returned in their original packaging where the product is determined to have been faulty or damaged prior to installation.

Online Purchases

For approved returns involving faulty goods, Casa Lusso will cover reasonable freight, postage or transportation costs associated with returning the faulty product.

All other applicable faulty goods conditions outlined above will apply.

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Order Modifications or Cancellations

If you need to modify or cancel an online order, please contact Casa Lusso as soon as possible.

Our team can assist with modifications or cancellations provided the order has not already been dispatched or prepared for collection.

Where a full or partial refund is approved, funds will be returned to the original payment method used for the online purchase. Please allow approximately 3 to 5 business days for the funds to become available.

Cancelled orders may incur a cancellation fee of up to 20% of the order value, at Casa Lusso’s discretion.

Special Orders / Clearance Stock / Discontinued Stock

Special order products, clearance stock, floor stock and discontinued products cannot generally be refunded or exchanged, so we ask customers to choose carefully before purchasing.

These products may have been offered at a discounted price based on their condition, availability, discontinued status or special order nature.

Your rights under Australian Consumer Law continue to apply where applicable.

Quotations

1. All quotations for the supply of goods and services are subject to Casa Lusso’s terms and conditions.
2. Casa Lusso’s current terms and conditions are available on our website.
3. Acceptance of a quotation will be treated as placement of an order by the customer.
4. Unless otherwise specified, quotations not accepted within 30 days may need to be reconfirmed before they can be accepted. Some quotations may have a shorter validity period, in which case the applicable expiry date will be shown on the quotation.
5. Quotations are prepared based on the information and documentation supplied by the customer and any agreed collection or delivery arrangements.
6. Unless otherwise agreed, quotations must be accepted in their entirety.
7. Casa Lusso reserves the right to withdraw a quotation at any time before an order is placed.
8. Quotations are subject to correction of errors and omissions.

Warranty Claims

All warranty claims should be submitted to Casa Lusso with the relevant proof of purchase and information regarding the product and issue.

Where requested, customers should provide photographs, installation details and any other information reasonably required to assess the warranty claim.

Products involving plumbing, water, waste or glass must be installed by an appropriately qualified and licensed tradesperson where required.

Terms and Conditions of Sale

1. Orders placed with Casa Lusso may require a 50% deposit at the time the order is confirmed.
2. Website orders must be paid in full at checkout unless alternative arrangements have been agreed.
3. Delivery is considered complete when goods are handed to the customer, their authorised representative, delivered to the nominated premises, or transferred to a carrier nominated by the customer. Risk in the goods passes to the customer at this point, subject to applicable consumer law.
4. Goods purchased for collection may only be held for a limited period. Casa Lusso may contact customers where goods have not been collected within the nominated timeframe and reserves the right to make alternative arrangements where necessary.
5. Customers will be notified when Click & Collect or collection orders are ready. Proof of purchase and identification may be required when collecting an order.
6. Customers should inspect goods at the time of delivery or collection. Any shortage or visible damage should be reported to Casa Lusso as soon as reasonably practical.
7. Please inspect all products carefully before installation. Casa Lusso may not be responsible for costs associated with removing or reinstalling products where visible damage or defects should reasonably have been identified prior to installation.
8. Shortages or damage should be reported within a reasonable timeframe following delivery or dispatch. Casa Lusso considers 30 days to be a reasonable timeframe in most circumstances.
9. Products involving water, waste, plumbing or glass must be installed by an appropriately qualified and licensed tradesperson. Warranty coverage may be affected where products have not been installed in accordance with applicable requirements and installation instructions.
10. Standard delivery generally means delivery to an accessible ground floor location. Customers may be required to provide assistance for larger or heavier items. Unless otherwise agreed, delivery does not include carrying products upstairs or throughout the property.
11. Where suitable access or assistance has not been provided and a delivery cannot reasonably be completed, the goods may be returned and an additional delivery fee may apply.
12. Delivery timeframes are estimates and may vary depending on location, stock availability and the carrier used. Deliveries may be completed by Casa Lusso or a third party freight provider.
13. Casa Lusso reserves the right to change the delivery method for an order where reasonably necessary to safely and efficiently complete delivery.

Customer Liability

Customers are responsible for ensuring the correct delivery address, contact information and property access details are supplied when placing an order.

Casa Lusso is not responsible for additional costs arising from incorrect or incomplete delivery information supplied by the customer.

Once a delivery service has been successfully completed, delivery charges are generally non refundable.

Nothing in this Returns Policy or Terms and Conditions is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under Australian Consumer Law.