Australian Consumer Law (ACL) Compliance Policy

1. Commitment to Australian Consumer Law

We are fully committed to complying with the Australian Consumer Law (ACL), which forms part of the Competition and Consumer Act 2010. This policy explains consumer rights and our obligations when goods and services are provided through the website.

Nothing in this policy is intended to exclude, restrict, or modify any rights that consumers are entitled to under Australian law.

2. Consumer Guarantees

Under the Australian Consumer Law, consumers are entitled to automatic guarantees when purchasing goods from our store. These guarantees include that goods must:

• Be of acceptable quality
• Be fit for their intended purpose
• Match their description and any representations made
• Be free from defects, unless such defects were clearly disclosed prior to purchase

These guarantees apply automatically and cannot be waived or excluded.

3. Remedies for Major and Minor Failures

Major Failure

A major failure occurs when a product:

• Has a serious defect
• Is substantially different from its description
• Is unsafe
• Cannot be repaired within a reasonable time

In the case of a major failure, customers are entitled to choose between a refund or a replacement, or may seek compensation for any reasonably foreseeable loss or damage.

Minor Failure

If a failure is considered minor and can be remedied within a reasonable timeframe, we may offer a repair, replacement, or refund, depending on the circumstances.

4. Returns and Refunds Under Australian Consumer Law

Returns and refunds provided under Australian Consumer Law apply regardless of any store return or refund policy.

Proof of purchase may be required to process a claim under Australian Consumer Law.

Once a returned item has been received and verified, approved refunds will be processed within 2–5 business days, subject to standard payment processing timelines.

5. Exclusions and Limitations

Australian Consumer Law does not cover:

• Change-of-mind returns
• Damage caused by misuse, neglect, or improper care
• Normal wear and tear
• Issues that were clearly disclosed before purchase

These exclusions do not limit consumer rights where a product has a major or minor failure under Australian Consumer Law.

6. Process for Making a Consumer Law Claim

To submit a claim under Australian Consumer Law, customers should:

• Contact us by email and provide the order number
• Clearly describe the issue encountered
• Include photos or supporting information where applicable

Each claim is reviewed individually to ensure a fair, reasonable, and timely outcome in line with Australian Consumer Law requirements.

7. Compliance and Transparency

We ensure that all product descriptions, pricing information, and representations displayed on the website are accurate, clear, and not misleading.

All interactions with customers are handled transparently, fairly, and in good faith, in accordance with Australian consumer protection standards.

8. Customer Support

For enquiries relating to consumer rights, guarantees, or remedies under Australian Consumer Law, customers may contact our store using the details below.

Email: askus@luxemyhaus.com
Phone: +65 (870) 94814
Address: APT BLK 334C ANCHORVALE CRESCENT #11-14, SINGAPORE 543334, SINGAPORE
Business Hours: Monday to Friday, 8:00 AM – 4:00 PM
Service Region: Australia

We are committed to respecting and upholding consumer rights while providing a fair, transparent, and reliable shopping experience.