Refund policy
Check eligibility, request authorisation and wait for the correct shipping instructions. Faulty-product rights under Australian Consumer Law continue to apply.
Change-of-mind process
These steps explain the Laxe change-of-mind process. They do not exclude or restrict remedies available under Australian Consumer Law.
Open return formEligibility
For a change-of-mind return, the item must be unused, uninstalled and resellable in the same condition, with its original packaging, fittings and included parts. Your rights for faulty goods under Australian Consumer Law are separate and are not limited by this policy.
Return window
You have 90 days from the date of purchase to start an eligible change-of-mind return request. Starting a request does not automatically approve the return; the item and circumstances must still meet the policy.
Authorisation & shipping
Complete the Returns & Exchanges form before sending anything back. Approved requests receive shipping instructions by email, normally within 48 hours. Customers are responsible for change-of-mind return shipping unless Laxe made an error or the item is covered by an applicable consumer guarantee.
Return in person
You are welcome to return an authorised item to our Yennora showroom during opening hours. Bring the approval email and proof of purchase.
26 Yennora Ave, Yennora NSW 2161Faults
If you notice damage, a missing part or a possible fault, stop and contact Laxe immediately. Do not install the item, discard packaging or arrange repairs before the team has assessed the issue.
Exchanges, clearance & updates
Exchanges may be available for selected items and are confirmed case by case. Clearance items are not eligible for change-of-mind refunds. Policies may be updated without prior notice; the current version is always the one published on this website.
Shopify policy
RETURN AND REFUND POLICY
Last updated: 1 August 2026
This policy applies to purchases from Laxe AU. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
CHANGE-OF-MIND RETURNS
You may request a change-of-mind return within 90 days of the purchase date. A request is not approved until Laxe confirms authorisation.
To be eligible, the product must be unused, uninstalled, undamaged and in resellable condition, with its original packaging, fittings, manuals and included parts. Proof of purchase is required.
Before returning anything, submit the Returns & Exchanges form on the Laxe website or contact the team. Do not send goods without return authorisation. Approved requests will receive return instructions by email.
Customers are responsible for change-of-mind return transport and insurance. Original delivery charges are not refundable unless required by law or the return results from a Laxe error.
The following are not eligible for change-of-mind returns:
• clearance or final-sale products;
• custom-made, special-order or specially configured products;
• products that have been installed, used, altered or damaged after delivery;
• products missing packaging, fittings or included parts; and
• products that cannot be resold for hygiene or safety reasons once opened, where this was disclosed before purchase.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is damaged, incorrect or may be faulty, stop and contact Laxe as soon as practical. Do not install, alter, repair or discard the product or packaging before the issue has been assessed.
Depending on the circumstances and your legal rights, the appropriate remedy may be a repair, replacement, refund, cancellation or compensation. Laxe may request photographs, video, serial details, packaging information or an inspection to assess the issue.
Inspect deliveries promptly. If there is visible transit damage, photograph the packaging and product, keep all packaging and notify Laxe as soon as practical.
REFUNDS
Approved refunds are processed after the returned goods are received and inspected. Refunds are normally issued to the original payment method. Financial institution processing times are outside Laxe's control.
If only part of an order is returned, any refund relates only to the approved returned items and any amount required by law.
EXCHANGES
Exchanges may be available for selected products and are assessed case by case. Any price difference, delivery charge or return cost will be confirmed before the exchange proceeds.
CANCELLATIONS
Contact Laxe immediately if you need to cancel an order. Orders that have entered dispatch, production or special-order processing may not be cancellable as a change of mind. Your rights for unavailable, faulty or incorrectly supplied goods remain unaffected.
IN-PERSON RETURNS
Authorised returns may be brought to the Laxe Yennora showroom during opening hours. Bring the return approval and proof of purchase.
CONTACT
Laxe AU
26 Yennora Avenue, Yennora NSW 2161, Australia
Email: info@laxe.com.au
Phone: 0447 812 793