Returns & Exchanges

We want you to love your Lustre & Sage order. If you’re not 100% satisfied with your purchase, we’re happy to offer a refund or store credit within 14 days of purchase, provided the item meets the conditions below.

HOW TO REQUEST A RETURN OR EXCHANGE

To request a return, exchange or report a faulty item, please email info@lustreandsage.com.au

Please include:

Your order number
The reason for your request
Photos of the item if it is faulty

Once we've reviewed your request, we'll be in touch with the next steps.

CHANGE OF MIND

Change of mind returns are accepted within 14 days of delivery.

To be eligible for a return, your item must:

Be unworn and unused
Be undamaged and free from scratches or marks
Be returned in its original packaging
Be in its original condition

Once your return has been received and inspected, you can choose between a full refund to your original payment method or a store credit voucher.

Customers are responsible for the cost of return postage for change of mind returns.

FAULTY ITEMS

We take great care to ensure every product meets our quality standards before it is dispatched.

Our Change of Mind Returns Policy does not affect your rights under the Australian Consumer Law. You are entitled to consumer guarantees that cannot be excluded under Australian law.

If a product is faulty, not of acceptable quality, not fit for its intended purpose, or does not match its description, you may be entitled to a repair, replacement or refund in accordance with the Australian Consumer Law.

A product is considered to have a major fault if it:

is unsafe
is significantly different from the description or sample
has a serious problem, or several smaller problems, that would have prevented a reasonable customer from purchasing the item if they had known about them
cannot be used for its normal purpose and cannot be repaired within a reasonable time

Faulty products may be returned within a reasonable timeframe, subject to proof of purchase. We may request photos of the item to assist with our assessment, or ask that the product be returned to us for inspection where required.

Products damaged as a result of normal wear and tear, accidental damage, misuse, neglect, improper care, or use outside their intended purpose are not considered faulty and are not eligible for a refund, replacement, or store credit.

If an item is confirmed to be faulty, Lustre & Sage will cover any reasonable return postage costs.

To lodge a faulty item claim, please contact our customer service team at info@lustreandsage.com.au with your order number, a description of the issue, and clear photos of the product.

NON-RETURNABLE ITEMS

The following items cannot be returned or exchanged unless they are confirmed as faulty: