30-Day Return Window
You have 30 calendar days from the date you receive your item to request a return. To be eligible, your item must be in the same condition that you received it: unworn, unwashed, with tags, and in its original packaging.
Free Returns (No Hidden Costs)
We believe in a risk-free shopping experience.
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Return Shipping: LUZActive™ provides a prepaid return shipping label for all approved returns within Australia.
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Restocking Fees: We do not charge any restocking fees.
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Refund Amount: You will receive a full refund for the product price plus the original shipping cost (if applicable).
How to Start a Return
To initiate a return, please follow these steps:
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Contact us at returns@luzactive.com.au with your Order Number and the reason for return.
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Once your return is accepted, we will email you a Prepaid Return Shipping Label, as well as instructions on how and where to send your package.
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Note: Items sent back to us without first requesting a return will not be accepted.
Damages and Issues (Australian Consumer Law)
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately. As an Australian business, we fully comply with the Australian Consumer Law (ACL). If a product is faulty or not as described, you are entitled to a replacement or a full refund.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return.
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Inspection Time: 2–3 business days.
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Approval: Once approved, you’ll be automatically refunded on your original payment method.
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Processing Time: Please remember it can take 5–10 business days for your bank or credit card company to process and post the refund.
Contact Information
For any questions regarding returns, our Australian support team is available Monday to Friday, 9 AM – 5 PM AEST.
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Email: returns@luzactive.com.au
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Phone: +61 409 450 987
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Registered Office: 4 Avila Road, Wollert, VIC 3750, Australia
