Cancellation & Refund Policy

This policy is effective as of 12-01-2026

This Cancellation & Refund Policy applies to all purchases made through www.alpiluxe.com.au and should be read together with our Terms & Conditions.

1. Order Cancellation

Before Dispatch

  • Orders may be cancelled only before dispatch.

  • Cancellation requests must be submitted as soon as possible after placing the order.

  • Once an order has been prepared or dispatched, cancellation is no longer possible.

After Dispatch

  • Orders cannot be cancelled once dispatched.

2. Personalised Orders

  • Orders containing personalised items (such as customised message cards or personalised candles) cannot be cancelled, changed, or refunded once the order is confirmed.

  • Customers are responsible for reviewing all personalisation details before checkout.

This does not affect your rights under Australian Consumer Law if the product is faulty or incorrectly supplied.

3. Change of Mind

Alpi Luxe does not offer refunds or exchanges for:

  • Change of mind

  • Incorrect selection by the customer

  • Fragrance preference or aesthetic preference

  • Minor variations inherent to handcrafted products

This policy complies with Australian Consumer Law.

4. Faulty, Damaged, or Incorrect Items (ACL Rights)

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

You are entitled to a refund, replacement, or repair if the product:

  • Is faulty or defective

  • Is significantly different from its description

  • Is unsafe or not fit for its intended purpose

  • Was damaged during transit

  • Is not the item you ordered

5. Reporting an Issue

To request a refund or replacement:

  • Contact us within 48 hours of delivery

  • Provide clear photographs of the product and packaging

  • Include your order number and a brief description of the issue

Requests submitted outside this timeframe may not be accepted unless required by law.

6. Assessment & Resolution

  • Each claim is assessed individually.

  • If approved, Alpi Luxe will offer:

    • A replacement, or

    • A refund to the original payment method

Refunds are processed within a reasonable timeframe after approval.

7. Refund Method

  • Approved refunds will be issued to the original payment method used at checkout.

  • Shipping fees are non-refundable unless the refund is required under Australian Consumer Law.

8. Gift Hampers

  • Gift hamper contents are curated with care.

  • In rare cases where an item is unavailable, it may be replaced with a similar item of equal or greater value.

  • Such substitutions do not qualify for a refund.

9. Contact Information

For cancellation or refund enquiries, please contact:

Alpi Luxe
📧 Email: alpiluxe@gmail.com
📍 Address: Hepher Road, Campbelltown, NSW 2560
📱 WhatsApp: 0433 128 145