Refund & Returns Policy
Last updated: 21 September 2026
At Luxe & Leash, we want you to be happy with your purchase. This Refund & Returns Policy applies to products purchased through Luxe & Leash, including products sold under Max & Luna Pawtisserie and Luxe & Leash Boutique.
1. Change-of-Mind Returns
If you change your mind about a purchase, please contact us within 14 days of delivery.
To be eligible for a change-of-mind return, the item must be unused, unopened, in its original condition and packaging, and suitable for resale.
Please contact us before sending any item back. Returns sent without prior contact may be delayed in processing.
2. Pet Treats, Food & Consumable Products
For health, hygiene and safety reasons, opened pet treats, pet food and other consumable products cannot be returned for change of mind.
Unopened consumable products may be considered for a change-of-mind return within 14 days of delivery provided they remain sealed, unused, in their original packaging and suitable for resale.
This does not limit your rights if a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee under Australian Consumer Law.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as reasonably possible.
Please provide your order number, a description of the problem and, where appropriate, photographs showing the item and any damage.
We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law. Depending on the circumstances, this may include a replacement, repair or refund.
4. Return Postage
For approved change-of-mind returns, the customer is responsible for return postage and the item remains the customer's responsibility until it is received by us.
Where a product is faulty, damaged, incorrectly supplied or otherwise covered by your rights under Australian Consumer Law, return or collection costs will be handled as required by law.
Original delivery charges are generally not refundable for change-of-mind returns.
5. Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will be returned to the original payment method. Processing times may vary depending on your bank or payment provider.
6. Items That Cannot Be Returned for Change of Mind
We do not accept change-of-mind returns for opened pet treats, food or consumables; used products; items not in their original condition; personalised or customised products; or items that cannot be resold for health or hygiene reasons.
These exclusions do not apply where a customer is entitled to a remedy under Australian Consumer Law.
7. Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that you may have under Australian Consumer Law.
8. Contact Us
To request a return or discuss an issue with an order, please contact:
Luxe & Leash
Wyndham Vale, Victoria, Australia
Email: luxeandleashgrooming@gmail.com
Phone: 0410 220 602
Website: www.luxeandleash.com.au