Refund policy

Returns, Refunds & Order Support

At Luwave, we want customers to feel confident when placing an order through luwave.com. If something is not quite right, return requests can be submitted under the conditions outlined below.

Who Can Request a Return?

Eligible return requests must be made within 30 days of delivery.

Items being returned must remain unused and in their original condition, including any tags, packaging, accessories, or additional components received with the order.

Before Sending an Item Back

Please contact our customer support team before returning any item. Return shipments can only be accepted once confirmation and instructions have been provided by our team.

Packages sent without prior approval may not be processed or accepted.

Return Address Information

Once your request has been reviewed and approved, return instructions will be provided. Approved returns should be sent to:

Luwave
53 Sandringham St
Sans Souci NSW 2219
Australia

Orders Covered by This Policy

This policy applies to orders delivered within Australia only.

Return Shipping Costs

If an item arrives damaged, faulty, or different from the order placed, return shipping costs will be covered in accordance with Australian Consumer Law.

For returns requested due to personal preference, ordering mistakes, sizing concerns, or similar reasons, return postage costs are the responsibility of the customer. Original delivery charges are non-refundable.

Additional Fees

Luwave does not charge restocking or return handling fees.

How to Start a Return

To request a return, please contact us at info@luwave.com and include your order number together with the reason for the request.

Please wait for confirmation from our support team before sending any products back.

Use the original packaging wherever possible
Include all tags, accessories, inserts, and documentation
Follow the instructions provided by our support team

Returned items should only be sent after approval has been issued.

Order Cancellation

Orders may only be cancelled before they have been processed or dispatched.

If you would like to request an order cancellation, please contact our support team as soon as possible at info@luwave.com.

Once an order has already been prepared or shipped, cancellation may no longer be possible.

Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact our support team within a reasonable timeframe after delivery.

To help us review the issue efficiently, please include your order number together with clear photos of the product and packaging where applicable.

Where required under Australian Consumer Law, return shipping costs for damaged, faulty, or incorrect products will be covered by Luwave.

Refund Method

Approved refunds are always issued to the original payment method used during checkout.

Depending on your payment provider, it may take up to 7 business days for the refunded amount to appear in your account after processing.

Refund Processing

After your return arrives at our warehouse in Sans Souci, Australia, it will be inspected to ensure the return conditions have been met.

Approved refunds are issued within 7 business days. Depending on your payment provider, additional processing time of up to 7 business days may apply before the funds appear in your account.

Exchanges & Replacement Requests

If you would like assistance with exchanging a product for another size, colour, or alternative item, please contact our support team and we will guide you through the available options.

Products That Cannot Be Returned

Certain products may be excluded from returns for hygiene or safety reasons. Where applicable, this information is stated on the corresponding product page.