Refund policy
Refund & Exchange Policy — TavLux
Effective Date: December 9, 2025
We want you to love your TavLux purchase. If something isn't right, we're here to help.
Your Consumer Rights
Regardless of where you are located, your statutory consumer rights apply and are not affected by this policy. This includes rights under Australian Consumer Law, UK Consumer Rights Act 2015, and EU Consumer Rights Directive. Faulty, defective, or misdescribed items are always eligible for a remedy regardless of sale status.
1. Return Window
You have 30 days from delivery to request a return or exchange. Contact our customer service team with your order number to start the process.
For faulty or defective items, report issues as soon as possible with photos. Your statutory rights extend beyond this timeframe for genuine product failures.
2. Product Condition Requirements
To be eligible for a return, items must be:
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Unworn and unwashed
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In original condition with all tags attached
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Hygiene liner intact and unbroken (required for all swimwear)
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Returned in original packaging
Returns that fail these conditions will be rejected and returned to you at your expense.
3. Exchanges vs. Refunds
Choose one — not both.
Exchanges:
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One exchange per order
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Available for size, colour, or style
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You pay return shipping; we pay to send the replacement
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Once exchanged, the order is no longer eligible for a refund
Refunds:
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You pay return shipping for change of mind
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We cover return shipping for faulty, damaged, or incorrect items
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Processed within 14 business days of receiving your return
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Issued to your original payment method
4. Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect:
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Contact us immediately with your order number and clear photos
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Do not use, wash, or remove hygiene seals if possible
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We'll review within 3 business days
We may resolve minor issues from photos alone without requiring a return. Where a physical return is needed, we provide a prepaid label or reimburse reasonable shipping costs.
5. How to Return
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Log into your TavLux account and go to Order History
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Select the order and click "Request Return/Exchange"
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Select your reason and upload photos if faulty
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Choose refund or exchange — this choice is final
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Await approval within 3 business days
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Ship within 7 days of approval to the address provided in your authorisation email
Important: Only ship to the address in your authorisation email. Do not use any address on original packaging.
6. Items Not Eligible for Return
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Final sale or clearance items
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Discounted bundles or multi-item promotions
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Gift cards
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Personalised products
These items are only returnable if faulty or defective.
7. Refund Timeline
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Approved immediately after inspection
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Processed to original payment method within 14 business days
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Card refunds may take an additional 3–5 business days depending on your bank
Partial refunds may apply if items are returned in acceptable but imperfect condition.
8. Lost Returns
Use tracked shipping and keep proof of postage. We cannot process refunds for returns that don't reach our facility. If you use our prepaid label and the item is lost, we take responsibility.
9. Cancellations
Cancel at no cost if your order hasn't shipped yet. Contact us immediately with your order number. If already shipped, standard return procedures apply.
10. Contact
Contact our customer service team through your TavLux account or by email with your order number. We respond within 24–48 hours on business days.
11. Policy Changes
We may update this policy at any time. Changes are posted with an updated effective date. The policy in effect at the time of your purchase governs your return rights for that order.
Last Updated: December 9, 2025