Refund policy

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss. The terms below are in addition to those rights, not instead of them.

Change of mind – 60 days

You have 60 days from delivery to return parcel-size items for a refund or store credit, provided they are unused and in their original packaging.

Not eligible for change-of-mind returns: floor mirrors, LUXE Hollywood Mirror, vanity tables, Amani Add-on Unit PRO, gift cards and clearance items marked final sale. These ship by courier and the freight cost makes a return impractical. Your ACL rights for faulty goods are not affected.

Start your return at returns.luvostore.com.au. A prepaid Australia Post label is provided. If you choose a refund, $14 per parcel is deducted for the label. If you choose store credit, the label is free and we add a $20 bonus to your credit. We do not offer exchanges; return the item for credit and place a new order.

International returns: contact support@luvostore.com.au before sending anything. Return shipping is at your cost.

Warranty

3 years: large vanity mirrors (Crystal, Crystal 2, LUXE Hollywood, Diamond, Arch Edge, Arch Floor, Contoured Arch Floor, Diamond Floor), professional ring lights, GlowArc and Valise Makeup Station PRO.
1 year: small and suction mirrors, makeup organisers, cosmetic cases, vanity tables and chairs.

The warranty covers manufacturing and electrical faults. It does not cover cosmetic marks reported more than 7 days after delivery, damage from drops or misuse, use in bathrooms or other wet areas, any change to the supplied power connection (including hardwiring), or consumables such as bulbs.

Arrived damaged

Tell us within 7 days of delivery through the returns portal with photos of the product, the batch number, the packaging and the shipping label. We will arrange a replacement or refund. Take care handling broken glass.

How warranty claims work

Lodge the claim at returns.luvostore.com.au with your order number, a short video showing the fault and a photo of the batch sticker on the back. Our team reviews every claim, usually within 3 business days, and confirms the remedy:

  • Product not working: a like-for-like replacement. You do not ship the old unit back; we will ask you to disable it and send a photo before the replacement is released.
  • Minor faults that do not stop the product working (for example a cosmetic mark, a USB port or Bluetooth issue): a partial refund and you keep the product, or you may return it at your cost for a full assessment.
  • Missing or faulty parts (locking collar, cord, screws): replaced free of charge. For standard hardware we will tell you exactly what to buy locally.

Where the video does not show the fault, we may ask for the item back at our cost before deciding.

Out of warranty

We do not offer a repair service for mirror electronics. Outside the warranty period you can buy a replacement at our out-of-warranty price (ask us for a quote) or return the product at your cost for assessment.

Refunds

Approved refunds go to the original payment method within 5 to 7 business days of approval or of the return arriving. We email you when it is processed.

Contact

returns.luvostore.com.au or support@luvostore.com.au with your order number. Please do not send items to the manufacturer.