Returns & Refund Policy

Italian Luxury Group — Returns and Refund Policy

At Italian Luxury Group, we are committed to providing a professional and transparent shopping experience while protecting the quality, authenticity and integrity of our products.

This policy applies to purchases made through ItalianLuxuryGroup.com.au. Your statutory consumer rights remain unaffected.

1. How to Request a Return

To request a return, please contact our Customer Service Team within 14 days of delivery and provide:

  • Your full name;
  • Your order number;
  • The item or items you wish to return;
  • The reason for the return;
  • Confirmation of whether the item has been opened, used or worn;
  • Confirmation that all original tags, labels, seals, accessories and packaging are present; and
  • Photographs, where requested.

For eligible returns, we will provide return instructions and, where applicable, arrange a return shipping label through DHL Express, FedEx Express or another approved carrier.

Please do not return goods to any address without first receiving written return authorisation and instructions from Italian Luxury Group.

Returned goods will be inspected before any refund or exchange is approved.

2. EU and UK Customers — Statutory Right of Withdrawal

If you are a consumer located in the European Union or the United Kingdom, you may have the statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason.

You may notify us of your decision by:

After notifying us, you must return the eligible goods without undue delay and within the applicable statutory return period.

We may withhold reimbursement until we have received the returned goods or satisfactory evidence that they have been sent back, whichever occurs first.

Once this condition has been met, we will process the applicable refund without undue delay and within the period required by law.

Original Delivery Charges

Where required by applicable law, the refund will include:

  • The price paid for the eligible returned goods;
  • The original outbound delivery charge paid by the customer.

Return Shipping Costs

The customer is responsible for the direct cost of returning goods under the statutory right of withdrawal, unless:

  • The goods are faulty;
  • The goods were damaged before delivery;
  • The wrong goods were supplied;
  • Italian Luxury Group failed to provide required information about return costs; or
  • Italian Luxury Group has agreed in writing to cover the return cost.

Where Italian Luxury Group provides a prepaid return label for a change-of-mind or withdrawal return, the actual return shipping cost may be deducted from the refund where permitted by applicable law and disclosed to the customer before the return is arranged.

Duties, Import VAT and Customs Charges

Orders shipped to the European Union and the United Kingdom are normally sent Delivered Duty Paid (DDP), meaning customers should not be asked to pay additional import duties or taxes upon delivery.

Any refund involving import duties, import VAT, customs clearance costs or government charges will be calculated in accordance with applicable law and the amounts actually paid by the customer.

Government charges paid directly by Italian Luxury Group to customs authorities, tax authorities or carriers are not treated as a separate payment made by the customer unless they were separately charged to the customer at checkout.

Italian Luxury Group will not deduct an arbitrary duty, tax or customs amount from a statutory refund. Any lawful deduction or non-refundable amount will be explained to the customer.

Import Duties, Taxes & Refund Policy (Worldwide Summary) Read More

3. Customised, Personalised and Made-to-Order Products

The statutory right of withdrawal and our change-of-mind policy do not apply to products that are:

  • Made to the customer’s specifications;
  • Personalised;
  • Embroidered;
  • Monogrammed;
  • Engraved;
  • Altered;
  • Specially sourced;
  • Made to order; or
  • Otherwise customised specifically for the customer.
  • Discounted products.

Once production, sourcing, alteration or personalisation has commenced, these orders cannot normally be cancelled, returned or exchanged.

This exclusion does not affect the customer’s rights where the product is faulty, damaged, incorrectly supplied or not as described.

4. Change-of-Mind Returns

For eligible products, Italian Luxury Group offers a 14-day change-of-mind return period beginning on the date of delivery.

To qualify, the product must:

  • Be unused, unworn and unwashed;
  • Be in its original, undamaged and resaleable condition;
  • Include all original tags, labels, accessories, protective materials and packaging;
  • Remain sealed where the product is hygiene-sensitive;
  • Show no signs of fragrance, makeup, deodorant, marks, scratches, alteration or use; and
  • Not be included in the exclusions listed in this policy.

Change-of-mind returns are subject to inspection and approval.

Customers are responsible for the return shipping cost unless Italian Luxury Group agrees otherwise.

Original shipping charges are not refundable for Australian and other non-statutory change-of-mind returns, except where required by applicable law.

Australian Metro Returns

For eligible change-of-mind returns originally shipped from our Australian warehouse to a metropolitan destination in a major Australian city, the following may be deducted from the refund:

  • $20 return shipping charge; and
  • $10 handling and processing charge.

For regional, remote or other destinations, the return shipping cost will be calculated before the return label is issued.

Products Shipped by International Suppliers

For products shipped from suppliers or warehouses in the United States, European Union or another overseas location, the return shipping and handling costs will be calculated at the time of the return request.

The shipping amount paid by the customer at checkout may represent only a contribution towards the actual logistics cost incurred by Italian Luxury Group.

Any applicable return cost will be communicated before the return is authorised.

For shipments to non-EU countries, where the recipient refuses delivery, Italian Luxury Group reserves the right to deduct from any refund all duties, taxes, customs charges, return shipping costs, and any related administrative or handling fees incurred. A minimum deduction of €100, in addition to any applicable return shipping costs, may apply.

5. Non-Returnable Change-of-Mind Items

Please choose carefully. Change-of-mind returns are not accepted for:

  • Customised or personalised products;
  • Made-to-order products;
  • Special-order products;
  • Products sourced specifically for the customer;
  • Framed prints;
  • Opened fragrances;
  • Opened cosmetics or beauty products;
  • Opened hand wash or body wash;
  • Opened shower gel or bath products;
  • Opened hand cream, body lotion, face cream or body cream;
  • Swimwear where the hygiene seal has been removed;
  • Earrings;
  • Hosiery that has been opened or tried on; and
  • Any sealed product that is unsuitable for return for genuine health protection or hygiene reasons after the seal has been broken.

For EU and UK customers, an item is excluded from the statutory right of withdrawal on hygiene grounds only where it qualifies as a sealed product that is genuinely unsuitable for return for health protection or hygiene reasons and has been unsealed after delivery.

These exclusions do not apply where the goods are faulty, damaged, incorrectly supplied or not as described.

6. Return Condition Requirements

Returned items must:

  • Be unused and in their original condition;
  • Be returned with all original tags, labels, accessories, certificates and packaging;
  • Be packed securely to prevent damage during transit; and
  • Comply with any return instructions provided by Italian Luxury Group.

Customers must take reasonable care of goods while inspecting them.

Where permitted by applicable law, Italian Luxury Group may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the nature, characteristics and functioning of the goods.

A return may be refused where the product is materially damaged, used, incomplete or no longer resaleable and the refusal is permitted by applicable law.

7. Incorrect Deliveries

If you receive an incorrect product, please contact us promptly.

Italian Luxury Group will arrange the appropriate return, collection, replacement or refund at no additional cost to the customer.

Please retain the product and all packaging until we provide instructions.

8. Damaged, Faulty or Misdescribed Products

Italian Luxury Group complies with the Australian Consumer Law and other applicable mandatory consumer protection laws.

If a product arrives damaged, appears defective, is incorrectly supplied or is materially different from its description, please contact us as soon as reasonably possible.

For faster assessment, we recommend contacting us within 10 days of delivery. This requested notification period does not limit or exclude any statutory consumer rights.

Please provide:

  • Clear photographs or video of the product;
  • Photographs of the internal and external packaging;
  • Your order number;
  • A description of the problem; and
  • Your email address and telephone number.

Depending on the circumstances and applicable law, the available remedy may include:

  • Repair;
  • Replacement;
  • Refund;
  • Partial refund; or
  • Another appropriate solution.

If the external packaging is visibly and extensively damaged at the time of delivery, where reasonably possible:

  • Photograph the damage;
  • Ask the driver to record the damage;
  • Refuse delivery if the condition suggests the goods may have been seriously damaged; and
  • Contact Italian Luxury Group immediately.

Issues Not Caused by a Product Defect

A product will not normally be considered faulty where the problem results from:

  • Normal wear and tear;
  • Accidental damage;
  • Misuse;
  • Failure to follow care or manufacturer instructions;
  • Improper storage;
  • Unauthorised alteration or repair; or
  • Failure to take reasonable care of the product.

This section does not exclude any rights that cannot lawfully be excluded.

9. Refused Deliveries and Unclaimed Shipments

Customers should not refuse delivery without first contacting Italian Luxury Group, except where the parcel is visibly and seriously damaged.

For shipments to countries outside the European Union and United Kingdom, where a customer refuses delivery, fails to cooperate with customs clearance or does not collect the shipment, Italian Luxury Group may deduct from any refund the actual and documented costs incurred, to the extent permitted by applicable law.

These costs may include:

  • Outbound shipping;
  • Return shipping;
  • Import duties;
  • Export or re-import charges;
  • Taxes;
  • Customs clearance charges;
  • Storage charges;
  • Carrier administration fees; and
  • Reasonable handling costs.

Any deduction will be based on the costs actually incurred and will be explained to the customer.

If the total costs exceed the value of the goods, a refund may not be available.

This provision does not apply where the delivery failure was caused by Italian Luxury Group, the carrier, an incorrect item, a faulty product or another circumstance for which the customer is not responsible.

10. Refund Processing

Approved refunds will normally be issued to the original payment method.

Processing times may vary depending on:

  • The payment provider;
  • The customer’s bank;
  • Currency conversion;
  • The inspection of returned goods; and
  • Any applicable legal requirements.

Italian Luxury Group is not responsible for delays caused solely by the customer’s bank or payment provider after the refund has been submitted.

Any lawful deductions will be itemised or explained.

11. Exchanges

Where available, an exchange may be offered based on:

  • Product availability;
  • The condition of the returned item;
  • The current value of the product;
  • Shipping destination; and
  • Applicable return costs.

An exchange is not guaranteed until confirmed in writing by Italian Luxury Group.

12. Proof of Purchase

All return, refund, exchange and repair requests must include valid proof of purchase from ItalianLuxuryGroup.com.au.

Acceptable proof may include:

  • Order confirmation;
  • Invoice;
  • Order number; or
  • Other information allowing us to verify the transaction.

13. Return Collection Evidence

Where a return parcel is collected by a courier, customers must retain proof of collection or lodgement until the return has been completed.

In the event of a dispute regarding collection, loss or non-receipt, Italian Luxury Group may request available evidence, including:

  • Courier receipt;
  • Tracking confirmation;
  • Signed collection manifest;
  • Photographic or CCTV evidence;
  • Collection date and time;
  • Driver details; or
  • Vehicle registration details, where reasonably available.

Customers will not be required to provide evidence that they could not reasonably obtain.

14. Contact Us

For return, refund, exchange or withdrawal enquiries, contact:

Italian Luxury Group
100 Holbeche Road
Arndell Park NSW 2148
Australia

Email: info@italianluxurygroup.com.au
Phone: +61 413 281 125

Please contact us and obtain written return instructions before sending any product.