Refund policy

Returns and Refunds Policy

Return eligibility

To be eligible for a return, your item must be in the same condition as when you received it. It must be unused, unworn, uninstalled, with all original tags attached, and in its original packaging. You must provide a receipt or other proof of purchase.

How to request a return

To start a return, contact us at info@matrixluxuryliving.com.au within 30 days of delivery.

If your return request is approved, we will provide return instructions and details on how and where to send the item. Returns sent without prior approval will not be accepted.

Return address

Approved returns must be sent to the following address:

Matrix Luxury Living

2/28 Frankston–Dandenong Rd

Dandenong South VIC 3175

Australia

Damaged, faulty, or incorrect items

Inspect your order immediately upon delivery. If an item is damaged, faulty, or incorrect, contact us as soon as possible at info@matrixluxuryliving.com.au with clear photos and a description of the issue.

We will assess the issue and provide a remedy in accordance with Australian Consumer Law. Remedies may include repair, replacement, or refund depending on the nature of the fault.

Non-returnable items

The following items are not eligible for return, exchange, or refund unless required under Australian Consumer Law:

Custom, made-to-order, and special order items

Items made to order, custom sized, custom coloured, personalised, or sourced specifically for a customer cannot be returned for change of mind. This includes custom rugs, special-order furniture, and non-stock items.

Sale, clearance, and discounted items

All sale, clearance, warehouse clearance, floor stock, and discounted items are final sale and cannot be returned for change of mind.

Used, installed, or altered items

Items that have been used, installed, assembled, modified, cut, or altered after delivery are not eligible for return. This includes rugs that have been laid and furniture that has been assembled.

Natural material variation

Products made from natural materials such as wool, silk, timber, marble, stone, or leather may show natural variations in colour, texture, pattern, grain, veining, or shedding. These are inherent characteristics and not defects.

Wear and maintenance related issues

Normal wear and tear, fading, flattening, softening, shedding, or colour change over time is not considered a fault. Damage caused by sunlight, moisture, incorrect care, improper cleaning, pets, or misuse is not eligible for return.

Measurements, fit, and access issues

Returns will not be accepted due to incorrect measurements, failure to confirm dimensions, or access issues such as stairwells, lifts, doorways, or building restrictions. You are responsible for ensuring items will fit into your space before purchase.

Packaging and condition requirements

Items returned without original packaging, tags, or protective materials, or items not in resale condition, will not be accepted.

Hygiene and safety items

For health and safety reasons, certain items cannot be returned once opened or used. This may include mattresses, bedding, pillows, and similar products.

Gift cards and vouchers

Gift cards and store credit are non-refundable and cannot be exchanged for cash.

Perishable and hazardous goods

Perishable goods, plants, food items, hazardous materials, flammable liquids, and gases cannot be returned.

Change of mind returns

Change of mind returns are accepted only where stated and only if all return eligibility conditions are met. Return shipping costs for change of mind returns may be your responsibility.

Change-of-Mind Returns
Change-of-mind returns may be accepted at our discretion and only where all return eligibility conditions are satisfied. Returned items must be unused, unassembled, uninstalled, in original packaging, and in resaleable condition.

Customers are responsible for all return freight, transport, delivery, handling, insurance, and associated costs relating to change-of-mind returns.

Approved change-of-mind returns may be subject to a restocking fee of up to 20% of the original purchase price.

Where Matrix Luxury Living arranges collection, return freight, transport, or handling of a returned item, the actual shipping, freight, collection, handling, transportation, storage, and administration costs incurred may also be deducted from the refund amount.

Original delivery, assembly, installation, handling, and service fees are non-refundable unless required under Australian Consumer Law.

The restocking fee and return shipping costs do not apply where a repair, replacement, refund, or other remedy is required under Australian Consumer Law.

Deposits and payments are non-refundable
Change of mind: store credit only, within 90 days of delivery or pickup. No cash or card refunds.

Made-to-order items: non-refundable, no store credit.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, refunds are processed to the original payment method.

Refund processing timeframes

Refunds are issued within 10 business days of approval. Your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since approval, contact us at info@matrixluxuryliving.com.au.

Consumer guarantees

Nothing in this policy limits or excludes your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded.