At Lucretia, we make every effort to ensure that we deliver the products you have selected, when you need them.
However, there may be a rare occasion where you need to either return or exchange a product that we have supplied. This document outlines how you can do this.
For warranty claims, please see the Lucretia Product Warranty document for further information.
NOTE: nothing is this document is intended to alter or otherwise amend any rights available to Lucretia’s customers under Schedule 2, Competition and Consumer Act 2010 (Cth) (Australian Consumer Law)
IMPORTANT: All customers seeking refunds or exchanges must fill out all relevant documentation (i.e. Returns and Exchange form and/or Refund Request Form) prior to exchange or refund being approved. No goods or refunds will be given until our warehouse has received faulty/ incorrect goods unless otherwise instructed.
1. Before you install
2. Obtaining an exchange for change of mind (online orders only)
Lucretia offers exchange on all non-custom, online orders for up to 7 days from the date of delivery, provided that:
Once your return is processed, we will contact you to confirm the details of your new product, and to process payment for any courier or postage charges.
3. Obtaining a refund for change of mind (online orders only)
Lucretia Lighting offers a refund for change of mind for those online within 7 days of receiving the product. Lucretia Lighting will refund full cost of the product only, and withhold the amount equal to the freight charge to your delivery address.
In order to obtain a refund within 7 days of purchase, the following conditions must be met:
(collectively, Full Refund Conditions)
If each of the Full Refund Conditions have been met, Lucretia Lighting will refund the full amount of the product price, as directed on the Refund Request Form, less any initial postage costs for the item (where these costs were borne by Lucretia).
If the packaging for a product is not in re-sellable condition (but the product in question is, Lucretia Lighting will refund the purchase price of the product, but will charge a 50% restocking fee (of the total sales amount), and deduct any initial postage costs for the item (where these costs were borne by Lucretia) .
For the avoidance of doubt, if a product has been installed or is damaged during / after installation, Lucretia Lighting will not refund under any circumstances for change of mind.
A 50% deposit is payable on all backorders (Backorder Deposit).
While backorders may be cancelled at any time, in the event a backorder is cancelled or exchange more than 7 days after being placed, no refund of the Backorder Deposit will be payable.
5. Custom and project orders
Custom orders require a non-refundable deposit of 50% at time of ordering. The full balance due for such orders must be paid prior to dispatch and cannot be refunded or credited due to change of mind.
Please note that the lead times provided by Lucretia are estimates only, and do not account for any delays in confirmation of drawings or photos.
Any delay (beyond 24 hours) in the confirmation of drawings or photos will increase the lead time for your order accordingly. For the avoidance of doubt, any time frames provided by Lucretia are intended to be used as a guide only and should not be relied upon as a guarantee of delivery on a particular date. Accordingly, Lucretia does not, to the fullest extent possible under the law, accept any responsibility for any loss resulting from any delays in delivery
Please be aware that any modification or customisation (including cord length, colour or canopy size changes) of any decorative lighting (except for standard colour canopy changes) will be considered a custom order, and cannot be refunded due to change of mind.
Custom orders cannot be exchanged or refunded for change of mind. However, faulty custom orders can be refunded or exchanged, pursuant to the Lucretia Product Warranty. If you have any issues, please direct them to our Service Department.
A Commercial Order is any order which is placed for the purposes of resupply or resale.
Lucretia will deem any order (or group of orders) that calls for the delivery of 10 or more lighting products to a single location, or in respect of a single project, to be an order placed for the purposes of resupply or resale.
For all Commercial and Trade orders, a non-refundable 50% deposit is required to secure the order. Orders paid in full can be held in our warehouse for as long as required. If only a deposit has been paid on an order, further storage fees will be applicable to keep items stored in our warehouse.
Please note that notwithstanding any other term of this policy, no refunds or exchanges are available for Project Orders for change of mind. Faulty products will be dealt with pursuant to the ‘Products for Commercial Use’ section of the Lucretia Product Warranty.
Return address :
LUCRETIA LIGHTING WAREHOUSE
36 Research Drive, Croydon South, VIC 3136
Please Note: No returns will be accepted at our Prahran Showroom under any circumstances. All returns must be delivered either in person or via courier to our Croydon South warehouse.
Please download the following Returns Form and attach to each box being returned: