Returns & Exchanges
We want you to love your Luxe Pitch. If something isn't right, we will make it right.
We stand behind the quality of every Luxe Pitch product. If you are not completely satisfied with your purchase, please reach out to us. This policy covers returns and exchanges for products purchased through our website at theluxepitch.com.au.
Your Rights Under Australian Consumer Law
Your purchase is protected by the Australian Consumer Law (ACL). Under the ACL, you are entitled to a repair, replacement, or refund if a product:
• Has a major fault or defect
• Is significantly different from its description or our product images
• Does not do what it is meant to do
• Is unsafe
These consumer guarantees cannot be excluded and apply regardless of any other policy we have in place. If you believe you have a claim under the ACL, please contact us at hello@theluxepitch.com.au and we will work with you to resolve it promptly.
Change of Mind Returns
We also offer a 30-day change of mind return policy for purchases made through our online store, subject to the following conditions:
• The item must be returned within 30 days of delivery
• The product must be unused, in its original packaging, and in the same condition in which it was received
• Proof of purchase is required (your order confirmation email is fine)
• Return shipping costs for change of mind returns are at the customer's expense
To initiate a change of mind return, please contact us at hello@theluxepitch.com.au with your order number and the reason for return. We will provide you with return instructions.
Once we receive and inspect the returned item, we will notify you and process your refund or exchange within five business days.
Faulty or Damaged Items
If your product arrives damaged or develops a fault, please contact us as soon as possible. We will assess the issue and, depending on the nature of the fault, offer a repair, replacement, or full refund in accordance with the ACL.
For items damaged in transit, please photograph the damage to the packaging and product before contacting us. This helps us resolve your claim quickly and improves our processes for future orders.
Return shipping costs for faulty or damaged items are covered by The Luxe Pitch.
Exchanges
We are happy to exchange items where stock is available. If you would like to exchange a product - for a different design, for example - please contact us within 30 days of delivery. The item must meet the same conditions as a change of mind return (unused, in original packaging).
Exchange shipping costs are at the customer's expense for change of mind exchanges. Where the item is being exchanged due to a fault, we will cover shipping both ways.
Refund Processing
Approved refunds will be processed to your original payment method within five business days of us receiving and inspecting the returned item. Depending on your bank or payment provider, it may take a further three to seven business days for the funds to appear in your account.
Items Not Eligible for Change of Mind Returns
The following items are not eligible for our voluntary change of mind return policy:
• Products that have been used, assembled, or set up
• Products not in their original packaging
• Gift cards
• Items purchased during a final sale promotion (clearly marked at the time of purchase)
Note: This does not affect your statutory rights under the Australian Consumer Law.
How to Start a Return
1. Email us at hello@theluxepitch.com.au with your order number and reason for return.
2. We will respond within two business days with return instructions.
3. Pack the item securely and send it to the address we provide.
4. Once received and inspected, we will process your refund or exchange.
Please do not send products back without first contacting us, as we may not be able to process unauthorised returns.
Contact
We are here to help. If you have any questions about returns or exchanges, please reach out.
Email: hello@theluxepitch.com.au
Queensland, Australia