Faulty products
If you have purchased a product from Porters Lux and is faulty, damaged (excluding damage caused by misuse), wrongly described or breaches a consumer guarantee, we will happily refund your money, exchange or, where possible, repair the product.
For some high-value products, Porter’s Lux reserves the right to have the product assessed for acceptable quality prior to discussing a suitable remedy with you. Another option available to you would be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). Our customer care team is happy to provide you with their relevant contact details to assist you.
To make a claim under our faulty returns policy, please contact our customer care team at the bottom of this page, to organise the return of the product.
Please ensure you provide the order number that has been emailed to you as we will ask you for a valid proof of purchase when returning a faulty product.
When we have made a mistake or the product is damaged, we will cover the cost of the returned delivery fee. Damage claims must be made within 3 business days upon receiving the package delivered.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
If you have ordered a product and chosen on-demand delivery, and you are either breaching any RSA regulations or our delivery drivers cannot contact you or your recepient, we reserve the right to charge you the same delivery cost
Hampers
All hampers that require immediate refrigeration due to short-life products within the hampers will not be subject to a return or refund if the receiver does not comply with the directions to refrigerate immediately upon receiving the product.
We have the ability to track all orders and as these hampers would normally be shipped via on-demand delivery, we will be using this information to assess your claim.
All hampers sent from our store via delivery whether it be on-demand or via Australia Post come with a clear indication on the box or package for the purchaser or receiver to refrigerate immediately.
Change of mind returns
Porter’s Lux will happily refund or exchange all products if you have changed your mind, provided that the product is:
- returned within 30 days after it has been purchased;
- within its use by or best before date;
- still in its original packaging (eg. when the product was sold in a carton, the carton must be unopened); and
- not opened or damaged, and in a re-saleable condition.Drinks and food that have been chilled and then allowed to return to room temperature are often compromised in quality and not re-saleable. When purchasing for an event, please take this into consideration.
Please ensure you provide your proof of purchase like your order number or email when speaking with our customer care team. Please note that you will be required to pay for the delivery fee and will not be refunded if a purchase is returned as part of the change of mind policy.
How to return or exchange?
You will be required to contact our customer care team at the bottom of this page to discuss the available options to return or exchange your products.
In the event that your product has to be returned by post, please allow 2-3 business days for your refund to be processed after the product has been received at the store.
Last updated on the 4th of October 2022