Refund policy
Your Rights
Under Australian Consumer Law, your purchased goods come with guarantees that cannot be excluded. If you believe your item is faulty, you have the right for this to be remedied under Australian Consumer Law. According to Australian Consumer Law, time periods may vary from products depending on the nature of the goods, the price paid, or representations made about the goods.
If you believe your item is faulty, you can choose an exchange. If the failure is deemed minor, we may repair the item or replace it at our discretion within a reasonable amount of time.
If your item has been damaged through misuse, modification, or not following the directions, SAN LUEUR cannot provide a refund or exchange.
If you change your mind about your purchased items, you have 30 days (including weekends) to return the product at your own expense. If the product is unused, unopened, and in the original saleable package, you will be issued a refund or credit (excluding any shipping fees). Contact info@sanlueur.com before you return your product to ensure its validity.
SAN LUEUR Digital Gift Cards are only valid at sanlueur.com. Gift Cards cannot be replaced if lost or stolen, including instances where the incorrect email address has been supplied by the purchaser. Gift Cards cannot be exchanged for cash and no change is given. Any remaining balance can be used for future purchases. The purchase of a gift card is deemed to be complete if online, at the time you receive an order confirmation at your nominated email address. You cannot cancel the purchase of a gift card or return a gift card. Gift Cards cannot be purchased using Afterpay. Your Gift Card will stay valid for 3 years from the date of purchase.
Damaged In Transit
In rare cases, goods may arrive to you damaged in transit. If your order arrives and the internal goods have been damaged in transit, please take a photo and email info@sanlueur.com.
If your order arrives and only the external packaging is damaged but the goods inside are undamaged, we will not issue an exchange or refund.
Incorrect Item Sent
If you receive your order and the items do not match what was ordered, contact our team at info@sanlueur.com.
Special Order Exemption
All special orders and non-stock items are exempt from the 30 days change of mind returns policy. If the product is faulty, damaged, or incorrect, your regular Australian Consumer Law rights are standard.
Delivery Charges
We offer complimentary standard delivery on Australian orders over $100. For Australian orders under $100, standard delivery costs $10.
For Australian orders over $100, we offer express delivery for $10. For Australian orders under $100, express delivery costs $15.
International delivery is available for all orders and costs $35.
Delivery Locations
We can deliver to home, business addresses and PO boxes. We do do not deliver to parcel lockers.
Delivery Times
Orders received before midday AEST are often dispatched the same day. If there is an unforeseen delay to your order, we will contact you as soon as possible. Our dispatching and handling timeline is between 3 to 5 business days. Please visit the tracking link you received with your order to check on your area’s delivery timelines, as some remote areas may take longer.