Terms of Service

1. Introduction and Scope

These Terms of Service set out the conditions governing access to and use of this website, as well as the purchase of products offered through it. They apply to all visitors and customers who place orders for delivery within Australia.

By using the website or completing an order, you confirm that you have read, understood and agreed to these terms.

2. User Access and Website Responsibility

Browsing the website does not require the creation of an account. Where personal details are provided, users are responsible for ensuring that the information is accurate and up to date.

We take reasonable steps to ensure the website operates reliably, but temporary interruptions may occur due to maintenance, updates or circumstances beyond our control.

3. Products, Availability and Pricing

Product descriptions, images and specifications are provided to assist informed purchasing decisions. Availability may change due to demand or supply conditions.

Prices are displayed in Australian Dollars (AUD) and include applicable taxes unless stated otherwise. We reserve the right to correct errors or update product information and pricing when necessary.

4. Orders and Payments

Orders are confirmed only after successful payment authorisation through the available Payment Methods: 

• VISA
• Mastercard
• Diners Club
• Discover
• JCB

 If payment is not approved, the order will not be processed.

5. Shipping and Delivery

Shipping and delivery arrangements are governed by our dedicated Shipping Policy, which sets out delivery coverage, handling timelines and estimated transit periods calculated from the date of dispatch. These guidelines are designed to provide clear expectations from order confirmation through to delivery.

• Delivery services are available throughout Australia
• All orders are shipped with no shipping fee applied at checkout
• Orders are usually processed within 1–3 business days, with delivery estimated at 7–15 days after dispatch

For complete and current details, please refer to the Shipping Policy.

6. Order Cancellation

As soon as a cancellation request is received, our support team will review the order status.

• Orders cancelled within 48 hours of placement and not yet shipped may be cancelled directly
• Orders that have already been dispatched or placed more than 48 hours ago cannot be cancelled and must follow the return process after delivery
• Approved cancellations are refunded within 1–3 business days using the original payment method
• The time required for refunded funds to appear in your account depends on your card issuer or payment provider

Further guidance is available in the Order Cancellation Policy.

7. Returns, Refunds and Exchange Approach

Returns and refunds are handled in line with our Returns, Exchanges & Refunds Policy, which outlines eligibility requirements, inspection procedures and refund timelines.

• Return requests may be submitted within 48 days of receiving the product. Returned items are inspected upon receipt before any refund is approved
• Refunds are initiated within 1–3 business days after inspection and issued to the original payment method. The time for funds to appear in your account depends on your financial institution
• We provide a return and refund service. Direct exchanges are not offered, this process is designed to reduce waiting time and ensure accuracy
• Instead, customers may return eligible items and place a new order for another product

Full conditions are detailed in the Returns, Exchanges & Refunds Policy.

8. Privacy and Cookies

Personal information is collected and used only where necessary to process orders, provide support and operate the website effectively. Data handling follows applicable Australian privacy requirements.

• Personal data is used for order fulfilment, communication and service administration
• Information is retained only for as long as required for its intended purpose
• Cookies support essential site functionality and help improve browsing experience

Additional information is available in our Privacy Policy and Cookies Policy.

9. Governing Law and Dispute Resolution

These Terms of Service are governed by the laws applicable in Australia. Any disputes arising from the use of the website or related transactions will be handled in accordance with Australian law.

10. Changes to These Terms

These terms may be updated from time to time to reflect operational, legal or regulatory changes. The revised terms will apply from the date they are published on the website.

11. Limitation of Liability

To the extent permitted by law, liability is limited to the value of the order placed. Indirect or consequential losses are excluded where legally allowed.

12. Intellectual Property

All website content, including text, images, layout and design elements, is protected by intellectual property laws. Reproduction or use without permission is not permitted.

These Terms of Service are intended to ensure clarity, fairness and consistency in how the website and related services are used.

13. Contact Details

If you have questions about this policy or how personal information is handled, you may contact us:

• Address: APT BLK 807C CHAI CHEE ROAD #05-50, SINGAPORE 463807, SINGAPORE
• E-mail: reviews@luxeene.com
• Phone: +65 (895) 62501
• Support hours: Monday to Friday, 9:30 – 16:30 (AEST/AEDT)