Refund Policy

Our goal is to provide exceptional products and services. Our customer service team is always available to help. Before purchasing, we recommend that you read our Returns & Exchanges policy to ensure you are aware of our policy and your rights under Australian Consumer Law.

We offer the options of an exchange, or a full refund within 14 days of receipt of goods. Except for discounted items, we do not accept returns for discounted items or orders with any other promotional discounts.

To be eligible for a return, we require a receipt or proof of purchase. Your item(s) must also be in the same condition: unworn and unused, with tags, and in its original packaging in good order. These conditions are necessary for any returns to be processed. We reserve the right to refuse a return if the goods do not reach our standards.

Please note: We recommend utilising a trackable shipping service to return items. Huacaya and Valais is not liable for lost packages and does not cover return postage costs unless the product is deemed faulty. Additionally, any customs taxes and duties, where applicable, are non-refundable.

Sale items are final and not eligible for return, exchange, credit, or refund unless faulty. Please choose carefully, and if you have any questions about a sale item, please contact our customer service team through online chat or email us at info@huacayaandvalais.com.

We offer exchanges for full-priced items bought online within 14 days of receipt of goods. However, we do not accept exchanges for discounted items or orders with promotional discounts. Please find below the instructions on how to initiate a return.

Refunds

We offer a refund for online purchases of full-priced items within 14 days of receipt of goods. The goods must be in the same condition: unworn and unused, with tags, and in its original packaging. We will refund the full value of the item(s) returned to the original payment method, except for shipping costs associated with the order. Please be aware that we cannot alter the payment method or refund to a different person.

Once your refund has been processed, depending on your payment method, it may take up to five business days for the funds to appear in your account.

To initiate a Return :

Report your return in writing via email to Island Luxe at info@huacayaandvalais.com
Ensure your Subject contains your original order number. Example: “Return Request" Order #2103”
Please provide details of the return or exchange, or if you have any issues.
Await our response; we will contact you within 24 hours and provide further instructions.
Our intention will always be to ensure that your returns process is an easy, efficient and cost-effective transaction for all parties.

Once your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without initiating a return will not be accepted.

We recommend using a trackable shipping service for returns. Island Luxe is not liable for lost packages and does not cover return postage costs.

If your item is fragile, please ensure it is sufficiently protected during transit to avoid damage. We cannot accept responsibility for any damage caused during the return of items.

You can always contact us for any return questions at info@huacayaandvalais.com.

Faulty / Damaged items

If an item arrives damaged or you receive the wrong item, we value your promptness in reporting it within 48 hours of receipt of the goods. Rest assured, we will contact you within 24 hours and provide further instructions.

If you notice any manufacturing defects in the product, you must report them within 48 hours of receipt of the goods. This report will allow you to request a product repair, replacement, or refund. It is important to note that products damaged due to incorrect garment care or general wear and tear are not considered faulty.