Refund & Returns Policy

🛍️ Allure Home Collections – Refund & Returns Policy

Last Updated: 01 May 2025

At Allure Home Collections, your satisfaction is our priority. We’ve designed a clear and customer-friendly returns process to ensure your shopping experience is smooth and worry-free.

This policy outlines your rights under the Australian Consumer Law (ACL), along with the additional flexibility we offer. Please review the full details to understand your options.

 

🔑 Key Highlights

  • Change of Mind (7 Days): Notify us within 7 days of receiving your order to request a refund (excluding delivery costs), store credit, or exchange.
  • Fair Shipping Costs: We cover return shipping for faulty items. For change-of-mind returns, customers are responsible for delivery costs both ways.
  • Prompt Processing: Returns, refunds, and replacements are processed within 5 business days of receiving your item.

 

📬 Contact Details

 

1. Your Rights Under Australian Consumer Law

All products sold by Allure Home Collections come with guarantees that cannot be excluded under the ACL. You are entitled to a refund or replacement for major failures, and compensation for any other reasonably foreseeable loss or damage. For non-major issues, we will offer a repair or replacement within a reasonable timeframe.

Note: This policy does not override your statutory rights under the ACL. Where inconsistencies exist, the ACL will apply.

 

2. Change of Mind Returns

We accept change-of-mind returns within 7 days of delivery, even though this is not required by law.

Eligibility Criteria:

  • Item must be unused, unassembled, and in original packaging
  • Item must be in resalable condition
  • You must contact us within 7 days of receiving your order

Return Options:

  • Refund (minus original and return delivery costs)
  • Store credit (minus original and return delivery costs)
  • Exchange (based on current website pricing and minus delivery costs)

Shipping Costs:

  • “Free shipping” promotions still incur actual delivery costs, which will be deducted from your refund
  • If we provide a return label, both initial and return shipping fees will be deducted
  • If you arrange your own return, we’ll still deduct the original shipping cost from your refund

To Request a Return: Email returns@allurehomecollections.com with:

  • Your order number
  • Reason for return
  • Photos confirming the item is unopened and in resalable condition
  • Your preferred resolution (refund, credit, or exchange)
  • Whether you’ll arrange your own return or require a quote

Please wait for confirmation before returning any items. Unauthorised returns cannot be accepted due to multiple warehouse locations.

 

3. Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned once opened unless faulty:

  • Mattresses
  • Pillows
  • Bedding (including toppers and protectors)

Mattress Reminder: If unsure about keeping your mattress, do not remove it from its vacuum-sealed packaging. Opened mattresses are not eligible for change-of-mind returns.

If you purchase a bed and mattress bundle, each item is treated individually under this policy.

 

4. Damaged Items During Delivery

If your item appears damaged upon delivery:

  • Contact us within 3 days of receipt
  • Provide photo/video evidence of the damage, including packaging
  • Retain all packaging materials

We’ll assess the claim and arrange a replacement or refund if the product itself is damaged. Minor damage to external packaging does not automatically qualify for a return.

 

5. Missing Parts

If your item is missing components:

  • Send a photo of what was received
  • Identify missing parts from the manual (we can provide one if needed)
  • Email the details to support@allurehomecollections.com

We’ll ship the missing parts promptly.

 

6. Warranty & Faults

All Allure Home Collections products include a 12-month warranty (unless otherwise stated), covering manufacturing defects.

To make a claim:

  • Email support@allurehomecollections.com
  • Include your order number, photos/videos of the issue, and a description

We’ll respond within 5 business days. Refunds may take additional time depending on your financial institution.

This warranty complements your rights under the ACL, which may entitle you to remedies beyond 12 months depending on the product.

 

7. When Refunds May Be Refused

Refunds, repairs, or replacements may be declined if:

  • The item was misused or incorrectly assembled
  • The issue resulted from modifications
  • You were aware of the fault before purchase
  • The item is not in resalable condition (for change-of-mind returns)
  • The product does not meet the return conditions outlined above

 

8. Return Shipping Costs

  • Faulty items: We cover return shipping
  • Change of mind: You’re responsible for both original and return delivery costs
  • If an item returned as faulty is later found to be undamaged, shipping costs may be charged

 

9. Refund Processing

Approved refunds or replacements are processed within 5 business days of receiving your return or claim approval. Your financial institution may require additional time to complete the transaction.

 

10. Important Reminders

  • Do not return items without prior approval
  • Never send personal payment details via email
  • Our customer service team is here to help — please reach out with any concerns

 

Thank you for choosing Allure Home Collections.
We’re proud to be a 100% Australian-owned business, committed to quality products and responsive, honest customer care.