Refund policy

RETURN & REFUND POLICY

Last updated: 5 September 2026

At Luremont Velonne, we want you to shop with confidence. This Return & Refund Policy explains how returns, exchanges, refunds and faulty product claims are handled for purchases made through Luremontvelonne.store.

This policy operates in addition to, and does not limit, any rights or remedies available to you under the Australian Consumer Law (ACL).

1. AUSTRALIAN CONSUMER LAW

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Among other things, goods supplied to consumers must:

  • be of acceptable quality;

  • be safe, durable and free from defects;

  • have an acceptable appearance and finish;

  • be fit for their normal purpose;

  • be fit for any particular purpose made known to us before purchase, where applicable;

  • match their description;

  • match any sample or demonstration model, where applicable; and

  • comply with any express promises or representations made about them.

Nothing in this Return & Refund Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

2. 30-DAY CHANGE-OF-MIND RETURNS

In addition to your rights under the Australian Consumer Law, Luremont Velonne offers a voluntary 30-day change-of-mind return period.

You may request a return within 30 calendar days of receiving your order.

To qualify for a change-of-mind return, the item must:

  • be unworn and unused;

  • be clean and in resalable condition;

  • have all original tags attached;

  • be returned with any accessories originally supplied with it;

  • be returned in its original packaging where reasonably possible; and

  • include proof of purchase.

We reserve the right to decline a voluntary change-of-mind return where the item does not meet these conditions.

These conditions apply only to voluntary change-of-mind returns and do not limit your rights where an item is faulty, defective, unsafe, incorrectly described or otherwise fails to comply with the Australian Consumer Law.

3. CHANGE OF MIND

Australian Consumer Law does not generally require a retailer to provide a refund or exchange simply because a customer:

  • changed their mind;

  • ordered the wrong size or colour;

  • decided they no longer like or need the item;

  • found the product cheaper elsewhere; or

  • made an incorrect purchasing decision.

However, Luremont Velonne voluntarily accepts eligible change-of-mind returns in accordance with the 30-day policy described above.

4. CHANGE-OF-MIND RETURN SHIPPING

For an approved change-of-mind return:

  • the customer is responsible for the cost of returning the product;

  • original delivery charges are generally non-refundable;

  • we recommend using a tracked postal or courier service; and

  • the customer remains responsible for the parcel until it is delivered to our nominated return location.

These conditions do not apply where the Australian Consumer Law requires Luremont Velonne to bear or reimburse reasonable return costs.

5. NON-RETURNABLE CHANGE-OF-MIND ITEMS

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

  • items that have been worn, used, washed, altered or damaged after delivery;

  • items with missing or removed tags;

  • personalised, customised or made-to-order products;

  • gift cards;

  • items specifically identified as non-returnable before purchase;

  • hygiene-sensitive or personal-use products where a protective or hygiene seal has been removed or broken; and

  • products that cannot reasonably be resold for health or hygiene reasons after use.

Sale, promotional or discounted products may be subject to the same change-of-mind eligibility requirements unless otherwise clearly stated at the time of purchase.

However, sale or discounted products remain protected by the Australian Consumer Law where applicable.

6. FAULTY, DEFECTIVE OR DAMAGED PRODUCTS

If you believe your product is faulty, defective, unsafe, damaged, materially different from its description or otherwise does not comply with a consumer guarantee, please contact us at:

contact@Luremontvelonne.store

Please provide, where reasonably available:

  • your full name;

  • order number;

  • description of the problem; and

  • photographs or videos showing the issue.

Photos or videos may help us assess your claim more quickly, but we will not use unreasonable documentation requirements to prevent you from exercising your rights under the Australian Consumer Law.

We may reasonably inspect or assess the product before determining the appropriate remedy.

7. MAJOR PROBLEMS WITH PRODUCTS

A product may have a major problem if, for example:

  • it is unsafe;

  • it is significantly different from its description, image or sample;

  • it has a serious problem, or several smaller problems, that would have prevented a reasonable consumer from purchasing it had they known about them beforehand;

  • it cannot be used for its normal purpose and cannot easily be fixed within a reasonable time; or

  • it cannot be used for a particular purpose made known to us before purchase and cannot easily be fixed within a reasonable time.

Where a product has a major failure under the Australian Consumer Law, you may be entitled to choose between:

  • a refund; or

  • a replacement of the same type of product, where reasonably available.

You may also have rights to compensation for reasonably foreseeable loss or damage arising from the failure.

Instead of rejecting the product, you may also choose to keep it and seek compensation for any reduction in its value where permitted by law.

8. MINOR PROBLEMS WITH PRODUCTS

If the problem is not a major failure and can be remedied, Luremont Velonne may choose an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the nature of the product and the problem, this may include:

  • repairing the item;

  • replacing the item; or

  • providing another appropriate remedy.

The remedy must be provided within a reasonable time.

If we cannot or do not remedy the problem within a reasonable time, you may have additional rights under the Australian Consumer Law, including the right to reject the goods in certain circumstances and obtain a refund or replacement.

9. WRONG ITEM RECEIVED

If we send you an item that is different from the product you ordered, please contact us as soon as reasonably possible at:

contact@Luremontvelonne.store

We will arrange an appropriate remedy, which may include replacement of the incorrect product or a refund, together with any return arrangements required.

You will not be required to pay reasonable return costs where the error was caused by us.

10. PRODUCTS DAMAGED IN TRANSIT

If your order arrives damaged, please contact us as soon as reasonably possible.

Providing photographs of:

  • the product;

  • the shipping packaging; and

  • any visible damage

may assist us in assessing the issue.

Failure to notify us immediately after delivery does not automatically remove any rights you may have under the Australian Consumer Law.

11. PROOF OF PURCHASE

We may request reasonable proof that the product was purchased from Luremont Velonne.

Acceptable proof may include:

  • an order confirmation;

  • purchase receipt;

  • invoice;

  • payment confirmation;

  • bank or credit card statement showing the transaction; or

  • another reasonable record demonstrating the purchase.

For a claim relating to faulty goods under the Australian Consumer Law, original packaging is not necessarily required.

12. RETURNING FAULTY PRODUCTS

Where a product can reasonably be posted or easily returned, you may be asked to return it to us so that it can be assessed.

If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transport costs where required by law.

Please retain receipts for any reasonable return postage or transport expenses.

Where a faulty product is too large, heavy or difficult to return without significant cost, we will make appropriate collection or return arrangements where required by the Australian Consumer Law.

13. REFUNDS

Where you are entitled to a refund under the Australian Consumer Law, the refund will generally be for the amount paid for the affected product.

Where required by law, we will not reduce a refund merely because the product has been used before the fault became apparent.

Refunds required under the Australian Consumer Law will generally be returned using the original payment method unless you agree to another method.

For voluntary change-of-mind returns, any applicable original shipping charges are not refundable unless we agree otherwise.

14. REFUND PROCESSING

Once an approved return has been received and, where applicable, inspected, we will process the refund as soon as reasonably practicable.

After we issue the refund, your bank, credit card provider or payment service may require additional processing time before the funds appear in your account.

Processing times imposed by financial institutions are outside our control.

15. EXCHANGES

Where you request an exchange under our voluntary change-of-mind policy, the exchange is subject to product availability.

If your preferred size, colour or product is unavailable, we may offer:

  • another available product;

  • store credit; or

  • a refund in accordance with this policy.

Nothing in this section limits your right to choose a refund or replacement where that choice is available to you under the Australian Consumer Law.

16. SALE AND PROMOTIONAL ITEMS

Products purchased during a sale, clearance event, promotional offer or using a discount code may be subject to our voluntary change-of-mind conditions.

However, we do not exclude or restrict consumer guarantee rights merely because an item was:

  • discounted;

  • on sale;

  • purchased using a promotional code; or

  • included in a special offer.

If a discounted or sale product fails to meet a consumer guarantee, your rights under the Australian Consumer Law continue to apply.

17. GIFTS

Where an item was purchased as a gift, we may request proof that the item was originally purchased from Luremont Velonne.

Any refund may ordinarily be returned to the original payment method unless otherwise agreed or required by law.

Consumer guarantee rights remain available where applicable.

18. MISUSE, ACCIDENTAL DAMAGE AND NORMAL WEAR

Consumer guarantees may not provide a remedy where the problem was caused by:

  • misuse;

  • failure to follow reasonable care instructions;

  • accidental damage after delivery;

  • unauthorised alteration or modification;

  • abnormal use; or

  • ordinary wear and tear consistent with the nature and age of the product.

However, each claim will be considered according to its individual circumstances and applicable law.

19. PROBLEMS DISCLOSED BEFORE PURCHASE

A consumer may not be entitled to a remedy for a specific defect or issue that was clearly disclosed before purchase and accepted by the consumer.

This does not affect rights relating to a different or undisclosed problem with the product.

20. HOW TO START A RETURN

Before returning a product, please contact:

Luremont Velonne Customer Support
Email: contact@Luremontvelonne.store
Website: Luremontvelonne.store

Please include:

  • your name;

  • order number;

  • item you wish to return;

  • reason for the return; and

  • any supporting information relevant to the request.

We will provide return instructions and the applicable return location.

Contacting us for return instructions does not remove or reduce any rights you have under the Australian Consumer Law.

Please do not send returns to an address that has not been confirmed by our customer support team.

21. CONSUMER GUARANTEES HAVE NO FIXED 30-DAY LIMIT

Our voluntary 30-day change-of-mind policy is separate from your statutory consumer rights.

A consumer guarantee claim is not automatically invalid merely because more than 30 days have passed since purchase or delivery.

The period during which consumer guarantees may apply depends on matters including the:

  • type of product;

  • price;

  • quality;

  • representations made about the product; and

  • period a reasonable consumer would expect the product to last.

22. OUR RESPONSIBILITY AS THE SELLER

Where Luremont Velonne sold the product to you, we will handle valid consumer guarantee claims in accordance with the Australian Consumer Law.

We will not require you to deal exclusively with a manufacturer or another third party where we have a legal responsibility to provide the remedy.

23. NO EXCLUSION OF STATUTORY RIGHTS

Nothing in this policy excludes, restricts or modifies any guarantee, condition, warranty, right or remedy that cannot lawfully be excluded, restricted or modified under the:

Competition and Consumer Act 2010 (Cth), including Schedule 2 — Australian Consumer Law, or any other applicable Australian law.

If any provision of this policy conflicts with a mandatory right under applicable law, the mandatory legal right will prevail.

24. POLICY UPDATES

We may update this Return & Refund Policy from time to time to reflect changes to our business practices or applicable laws.

The version displayed on our website at the time of your purchase will apply to any voluntary benefits offered by Luremont Velonne, subject always to any mandatory rights available under applicable Australian law.

25. CONTACT US

For questions about returns, refunds, exchanges or faulty products, please contact:

Luremont Velonne
Website: Luremontvelonne.store
Email: contact@Luremontvelonne.store
Australia