Refund policy

Returns
We have a 7 day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and with tags. You’ll also need proof of purchase. 

To start a return, you can contact us at matthew@oneluxe.com.au. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at matthew@oneluxe.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at matt@oneluxe.com.au.

1. OneLuxe Authenticity Guarantee

OneLuxe guarantees that all items sold are authentic. In the event an item purchased from OneLuxe is conclusively determined to be counterfeit under the conditions set out in this section, OneLuxe will provide compensation equal to two hundred percent (200%) of the original purchase price.

This compensation consists of:

1. A full refund of the purchase price to the original payment method.

2. Store credit equal to the original purchase price.

Store credit issued under this guarantee is non-transferable, non-redeemable for cash, and subject to OneLuxe’s standard store credit terms.

2. Initiating a Counterfeit Claim

To initiate a counterfeit claim, the customer must first submit a written explanation detailing the specific concerns regarding the item’s authenticity. This explanation must be reasonable, specific, and based on observable characteristics.

Such concerns may include, but are not limited to:

• Materials or craftsmanship

• Stitching or construction inconsistencies

• Branding errors or misspellings

• Design mismatches

• Serial numbers, date codes, or engravings

• Any other objectively identifiable discrepancies

General dissatisfaction, buyer’s remorse, or speculative claims without supporting detail do not constitute valid grounds for a counterfeit claim.

3. OneLuxe Internal Review & Authentication

Upon receipt of a counterfeit claim, OneLuxe will conduct an internal review and submit the item for professional authentication using an approved authentication service.

If this review determines the item to be counterfeit, the customer will receive compensation as outlined in Section 1.

If the item is determined to be authentic, the claim will be denied unless further steps are taken under Section 4.

4. Secondary & Independent Authentication Review

If OneLuxe’s internal review concludes that the item is authentic and the customer disputes this finding, the customer may obtain an authentication report from an approved third-party authentication service at their own expense.

In this scenario:

• OneLuxe will commission an additional independent authentication from a separate approved authentication service.

• Including the customer’s submission, a total of three independent authentication opinions will be considered (excluding any preliminary inspections).

For a counterfeit claim to be upheld under this process, at least two out of the three independent authentication services must conclude that the item is counterfeit.

If this threshold is met, the customer will receive compensation as outlined in Section 1.

5. Approved Authentication Services

For the purposes of counterfeit verification and cross-checking, OneLuxe recognises the following professional authentication services:

• LegitGrails
  
• Real Authentication
  
• Royal Bag Spa Authentication
• The Handbag Clinic
• Authentic Detective
• Other professional authentication services approved by OneLuxe at its sole discretion

OneLuxe reserves the right to reject authentication reports from unrecognised, non-professional, automated, community-based, or social-media-based sources. 

6. Abuse Prevention & Limitations

To prevent abuse of this guarantee:

• Claims involving tampering, modification, damage caused after delivery, or substitution of items will be rejected.

• Items must be returned in the same condition as received for any investigation requiring physical inspection.

• OneLuxe reserves the right to suspend or permanently restrict accounts found to be engaging in fraudulent or bad-faith claims.

7. Legal Compliance

Nothing in this policy limits or excludes any rights available to consumers under applicable Australian Consumer Law or other mandatory consumer protection legislation.