Refund policy

1. Return & Refund Overview

We want you to be happy with your Luxpanels purchase. However, because acoustic and timber panels are a bespoke building product, we do not offer refunds for change of mind purchases. We will work with you to assess exchanges if the panels meet our eligibility criteria below.

Under Australian Consumer Law (ACL), refunds, exchanges or repairs may be required if a product fails to meet consumer guarantees (e.g., faulty, not fit for purpose or not as described). However, ACL does not require refunds simply because a customer changes their mind about their purchase.

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2. Change of Mind / Exchanges

• Refunds will not be provided if the customer changes their mind, decides they don’t need the product, ordered the wrong design/colour or simply no longer wants the panels.

• Exchanges may be considered, but only if:

  • The panels are uncut and undamaged.

  • They are in sellable condition with original packaging.

  • The request is made before panels have been cut, altered or installed.

• All change-of-mind exchange requests are at Luxpanels’ discretion and assessed on a case-by-case basis.

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3. Clearance & Discontinued Items

• Products purchased on clearance pricing are not eligible for return, refund or exchange.

• Products that we no longer stock or that are discontinued are not eligible for return, refund or exchange.

• This includes sample boxes or promotion items clearly marked as clearance.

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4. Faulty, Damaged or Incorrect Items

• If you receive a product that is faulty, damaged or not as ordered, please notify us immediately, no later then 30 days so we can assess and resolve the issue as per consumer rights.

• Faulty items may be eligible for repair, replacement or refund in line with ACL guarantees.

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5. Refund Requests & Form

All refund requests must be submitted using our official refund request process:

1. Contact us at info@luxpanels.com.au to request the refund form and required documentation.

2. Complete and return the form with all supporting evidence.

3. Refund requests are reviewed case by case and require evaluation before approval.

4. If approved, refunds will be issued to the original payment method, typically within 10 business days (bank processing times may vary).

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  6. Return Shipping & Conditions

• Returns are only accepted once authorised by Luxpanels.

• You may be required to return items to the specified address in Arundel, QLD, with return process instructions provided after authorisation.

• Items returned without prior approval will not be accepted.

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  7. Other Terms

• This policy is additional to your rights under the ACL and does not replace mandatory consumer guarantees where the product is faulty, unsafe or not as advertised.

• Please retain proof of purchase and all original packaging for returns or exchange requests.