Refund policy
At DLUX Professional Australia, we strive to provide high-quality products and a seamless shopping experience. If you need to return an item, we have a straightforward process in place to ensure your concerns are addressed promptly.
Easy Returns
If you need to return an item for a refund or replacement, please ensure:
- The item is brand new, unopened, unused, and in its original packaging.
- The return request is submitted within 30 days of purchase.
- The return request is approved.
For opened or used products, additional assessment is required, including:
- Video or image evidence
- Batch number details
- Proof of purchase
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a DLUX Pro Aus error or a faulty product. We strongly recommend using a tracked shipping service and keeping your tracking number, as we cannot be responsible for lost parcels.
Refunds & Exchanges
- Refunds: Approved returns will be refunded to the original payment method.
- Exchanges: If a product is defective or damaged, we can offer an exchange for the same or a similar item.
Hygiene & Safety
For hygiene reasons, certain products, such as lash serums and lash & brow conditioners, may not be eligible for return once opened, unless they are faulty. If an item arrives damaged, photo evidence is required.
Final Sale & Clearance Items
Certain products, including clearance and sale items, may be designated as Final Sale and are not eligible for return or exchange.
Return Time Frames
- Faulty or incorrect items: Must be reported within 7 days of delivery.
- Change of mind: Returns are accepted within 30 days from the date of purchase and should be initiated within 14 days of delivery. While this is our official policy, acceptance will be at our discretion within a reasonable time frame.
Product Concerns & Correct Usage
If you experience difficulty using a product, we encourage you to contact us before initiating a return. Our expert team will assess the situation and provide guidance, as many issues can be resolved with proper application techniques.
How to Return an Item
- Email us at info@dluxprofessional.com.au to initiate a return request.
- Await confirmation. Our team will respond within 3 business days.
- Pack and send your return. Include your order number and contact details inside the package.
- Assessment and processing. We will review the return and proceed accordingly.
Important Information
- A tracked shipping service is strongly recommended, as we cannot be responsible for lost parcels.
- Customers are responsible for return shipping costs unless the return is due to a DLUX Pro Aus error or a faulty product.
Allergic Reactions
If you experience an allergic reaction, please discontinue use immediately. While we take every measure to ensure product safety, sensitivities can still occur.
To process a return request due to an allergic reaction, we require:
- A detailed description of the reaction.
- Clear photos of the affected area, if applicable.
- Details on how the product was applied.
Our team will assess the case and provide guidance on the next steps, which may include a return or an alternative product recommendation.
Faulty Items & Manufacturer Warranties
All DLUX Professional Australia products are covered under Australian Consumer Law and manufacturer warranties.
If a product is believed to have a manufacturing defect, please email us at info@dluxprofessional.com.au with:
- Detailed photos of the issue.
- Invoice number or proof of purchase.
Our team will assess the issue and provide the next steps, which may involve repair or replacement. If the item requires repair, instructions will be provided for returning it to the supplier or Australian distributor.
Important Notes
- If a replacement item is unavailable, a refund will be issued for the original purchase value.
- If a repair is required, return shipping costs may apply before the item is sent back.
- Tracked shipping services are strongly recommended for all returns.
Need Assistance?
For any return or refund inquiries, please contact us at info@dluxprofessional.com.au. Our team is available to assist with any concerns regarding returns, product issues, or correct application guidance.
We appreciate your support and look forward to providing you with a seamless shopping experience at DLUX Professional Australia.