Luxara use third party freight operators to deliver goods within Australia. Due to the bulky nature of items for sale on our website we do not ship outside of Australia at this time.
Unless specified, Luxara do not charge delivery fees. Charges may be incurred for some deliveries, such as delivery outside metro areas. The customer or a representative must be present at the delivery address to accept delivery and a signature as acceptance of goods will be required.
We aim to dispatch all items within 2-3 days. Items are then shipped with Capital Logistics and in some cases other 3rd party freight companies where required.
Our goods 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you believe there is fault with your Luxara mattress, we require an image of the mattress/base without any bedding linen, highlighting the alleged fault area. The image can be sent via Email, Postal or SMS. Upon receipt, please inspect your purchase and notify us of any faults or damage immediately. These must be reported within 24 hours of delivery. Faulty claims outside this time frame will be assessed under our warranty.
Once the request has been approved by our team, we will collect the mattress from you and provide you with a refund or with a replacement. Luxara reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.
The sleeping panel on your mattress is made up of a combination of foam and comfort fibres, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.
The sleeping panel on your mattress is made up of a combination of foam and comfort fibres, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.
We will accept a refund under the below circumstances only. Firstly:
Luxara will dispatch your goods from our distribution centre with a time frame nominated on the product page. If you need to cancel your order, it must be done within 24 hours of purchase to receive an automatic refund.
If you need to cancel your order after 24 hours of purchase but prior to delivery, Luxara will arrange for the item to be returned to our Distribution Centre and provide you with a refund, less a $100 handling fee.
If you would like to change your order prior delivery to a different model or size within the Luxara range, please contact immediately, via phone 1800 589 272 or email hello@luxara.com.au. If delivery has taken place but the product is unopened, a swap over can take place with an additional $100 fee.
It is important that you measure doorways, lifts, staircases, hallways and the final space prior to ordering to ensure the new mattress (and base) will fit your spaces. If an item does not fit into spaces (hallways, lifts, staircases etc) in the nominated property and a redelivery is required, a $100 redelivery fee will be applicable.