Refund policy
Last updated: 2nd August 2026
We want you to love your DLUX Essentials order. This policy covers two kinds of returns: change-of-mind returns and faulty-goods returns. Different rules apply to each, as required under Australian Consumer Law.
Your rights under Australian Consumer Law
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. This policy operates in addition to these statutory rights.
Change-of-mind returns
If you've simply changed your mind, you can return unused, unopened items within 30 days of delivery. We refund the product price, minus the cost of the return label. Original shipping is not refunded.
How it works:
- Email contact@dlux-essentials.com with your order number.
- We email you a prepaid return label and confirm the label cost.
- Post the item back with that label.
- Once the return arrives, we refund the product price minus the label cost. Refunds go to your original payment method within 5 to 7 business days.
Conditions:
- Items must be in original, unopened packaging with all seals intact
- Opened skincare products cannot be returned for change of mind due to hygiene reasons
- This does not apply to faulty, damaged, or mislabelled products. See below
Faulty, damaged, or incorrect products
If your product arrives damaged, leaking, contaminated, significantly different from its description, mislabelled, expired, or otherwise faulty, you're entitled to a refund or replacement under Australian Consumer Law - regardless of whether the product has been opened.
What counts as faulty:
- Product arrives broken, leaking, or with damaged packaging that compromises the product
- Wrong product sent
- Product is past its expiry date or best-before date on arrival
- Product ingredients don't match what's listed on our site or product labelling
- Manufacturing defect (e.g. broken pump, contaminated formula, separated formulation)
Process for faulty-goods returns:
1. Email contact@dlux-essentials.com within 30 days of delivery with your order number, a description of the fault, and one or two photos showing the issue.
2. We will assess your claim within 2 business days and respond with next steps.
3. If the claim is approved, we will either (a) send a prepaid return satchel so you can return the item at no cost to you, or (b) waive return entirely and issue replacement/refund based on photos alone, depending on the fault.
4. DLUX Essentials pays return shipping for all faulty-goods returns.
5. Refunds are processed within 5 to 7 business days of approval to the original payment method. Replacements are dispatched the next business day after approval.
You can choose between a replacement, a refund, or store credit for
approved faulty-goods claims.
Adverse skin reactions
If you experience a reaction to a product, please stop using it and contact us at contact@dlux-essentials.com. Reactions are often individual (skin type, sensitivity, specific ingredient intolerance) rather than a product fault, so we assess these case by case.
If the reaction relates to a contamination, formulation defect, or ingredient mismatch on our part, we treat it as a faulty-goods return (we pay return shipping, full refund or replacement).
For individual sensitivity reactions to a product sold as described, we can't accept the product back for hygiene reasons, but we'll help you find a suitable alternative and may offer store credit at our discretion. Please always patch test new skincare before first use, as recommended in our Terms.
Non-returnable items
- Products outside the 30-day window
- Products damaged after delivery through misuse or storage
- Products purchased during clearance or final-sale events (unless faulty - ACL rights apply regardless)
- Sample sachets and promotional gifts with purchase
Contact
Email: contact@dlux-essentials.com
Mailing address: PO BOX 1549, Chatswood, NSW 2067, Australia
We respond within 1 business day, usually faster.