TERMS OF SERVICE

Our Terms and Conditions at CRYSTALUX are listed below. Please note that we reserve the right to make changes to our terms of service at any given time. By placing an order on annaliving.com.au, you are agreeing to our Terms of Service.

DISCOUNT CODES

Our discount codes have a lifespan of 3 months. If a purchase is not made within 3 months with the discount code, the code will automatically terminate and the code will no longer be usable. To use a discount code, customers must apply them to the checkout of an order. They are NOT redeemable as store credit or cash. 

PRE-ORDERS

Items that are purchased with Pre-Ordered items will not be sent out first. They will be sent out when the pre-ordered item arrives at the warehouse. To receive in-stock items first, checkout through a separate order.

There may be some products that are listed as "Pre-Order" on the title. If this is the case, an estimated period of arrival would have been specified on the product page. In some occasions, uncontrollable/natural factors can result in the delay of a shipment. If this is the case, our customers will be informed of the delay. Customers are able to cancel pre-ordered items at any time and receive a full refund.

PRICING

Sometimes, we will be running promotions and sales for specific items on the website. These items are only on sale for a specific amount of time. Once the promotion has finished, there will be no compensation for pricing.

DELIVERY INFORMATION

Crystalux has partnered with Austrlia’s most trusted couriers to ensure that our products are delivered on-time and in brand new condition. Generally, your order will be dispatched within 1-2 days after the order date, please allow between 5-10 days for your new mirror to arrive. 

Local Deliveries (MELBOURNE)

We offer our private delivery service on orders made within 20kms of the warehouse, covering 90% of Melbourne. If you are eligible for our private delivery service, there will be a "LOCAL DELIVERY" option at the checkout page that you can select. Our delivery team will reach out to you for more details about delivery. Please allow up to 5-7 business days to receive your order.

PLEASE NOTE:

Generally our couriers are accurate on their Estimated Time of Arrivals, however delays are always inevitable and if there happens to be a delay in your order, please be patient with them. We will try our absolute best to identify reasonings or resolve inevitable delays, however please understand that nce we have handed the product over to the courier, we no longer have control on the ETA of your order.

RETURNS (MELB)

CHANGE OF MIND

Shop Risk-Free as we allow change of mind returns as long as it is within 7 days of when you received your order. 

There are however some fees that will apply during a Change of Mind Return:

- INITIAL DELIVERY COST

- RETURN DELIVERY COST

- 20% RESTOCKING FEE

Once we have received the item, please allow up to 3-5 days for us to inspect and ensure that the product is still in brand new condition. If this is confirmed, we will issue you a refund following this formula. 

ORIGINAL AMOUNT - APPLICABLE REFUND FEES = REFUND ISSUE AMOUNT

DAMAGED IN TRANSIT:

If you happen to have received a damaged product, PLEASE CONTACT US 24 HOURS of receiving the product. Once the item is collected and sent back to us, please allow a 3-5 business days to inspect the damage. If your product is eligible for our Damage-Free Guarantee, we will send out your new product as soon as we can!

YOU MUST INCLUDE THE FOLLOWING:

- FULL NAME

- ORDER NUMBER

- IMAGES/EVIDENCE OF DAMAGE

EXCHANGES (MELB)

If you have decided that you'd like a different size, colour or product, please reach out to us within 3 days of receiving your order and specify which product you'd now like to receive.

Exchanges are subject to exchange fees including:

- DELIVERY COST FOR NEW PRODUCT

- 20% RESTOCKING FEE FOR PREVIOUS PRODUCT

CANCELLATIONS:

We enable cancellations for orders as long as the customer has acknowledged their intentions to cancel the order before the order has been dispatched from the warehouse. As we dispatch orders quite fast, cancellation should be made ideally within 24-48 hours after checkout and confirmation. ENQUIRES TO CANCEL AN ORDER AFTER IT HAS DISPATCHED WILL NOT BE GRANTED.

ACTION A RETURN/EXCHANGE

To Action a Return/Exchange, please fill in the form below with the following information:

- NAME

- ORDER NUMBER

- REASON FOR RETURN

PLEASE NOTE: ITEMS MUST BE IN ITS ORIGINAL BRAND NEW CONDITION. THIS MEANS IT HAS NOT BEEN INSTALLED, MOUNTED OR DAMAGED AND STILL IN ITS ORIGINAL PACKAGING. WE WILL NOT ISSUE A REFUND/EXCHANGE IF THE ITEM HAS BEEN USED/DAMAGED. PLEASE SEE THE CONSUMER LAWS THAT PROTECT US FROM ISSUING A REFUND.

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace- refund

DAMAGED IN TRANSIT (INTERSTATE)

Our DAMAGE-FREE GUARANTEE will be honoured on all of our products, including interstate orders.

With our Damage-Free Guarantee, you can shop with assurance, knowing that your purchase is safeguarded against unexpected mishaps. In the unlikely event that your item arrives damaged or flawed, we're here to make it right. Our commitment to your satisfaction means we'll replace or repair the product at no additional cost to you.

So that we can organise a new replacement product as soon as possible, please get in touch with us via email within 24 HOURS of receiving the product. Once the item is collected and sent back to us, please allow a minimum of 3 business days to inspect the damage. If your product is illegible for our Damage-Free Guarantee, we will send out your new product as soon as we can!

YOU MUST INCLUDE THE FOLLOWING:

- FULL NAME

- ORDER NUMBER

- IMAGES/EVIDENCE OF DAMAGE

RETURNS/EXCHANGE (INTERSTATE)

Unfortunately, we do not currently accept change of mind refunds for interstate orders due to the fragile nature of our products. We are working vigorously to produce upgraded packaging so that we can accept returns and exchanges in the future. 

Our team here are dedicated to help you in choosing a product that you can call perfect and shop with more confidence. Please do not hesitate to ask us questions so that we can make you feel comfortable in shopping with us.

Cancellations

We enable cancellations for orders as long as the customer has acknowledged their intentions to cancel the order before the order has been dispatched from the warehouse. As we dispatch orders quite fast, cancellation should be made ideally within 24-48 hours after checkout and confirmation. ENQUIRES TO CANCEL AN ORDER AFTER IT HAS DISPATCHED WILL NOT BE GRANTED.

WARRANTY

WARRANTY CONDITIONS:

We offer a 12 Month Warranty on all of our products at Crystalux. 

In order to claim a Warranty on an order, the following conditions MUST be met:

- Product has been installed for domestic residential use

- Failure is due to a fault in the manufacture of the product

- Proof of Purchase with DATE

- Installation was conducted by a professional and documentation of installation can be obtained.

WARRANTY WILL NOT BE APPLICABLE IF:

Improper care or misuse

Normal wear and tear

Damage caused by improper assembly

Damage caused during installation

Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)

Damage to external or product packaging only

Damage occurring after being in possession of the mirror

Insignificant minor variations in dimensions, colour, grain or finish

Insignificant minor imperfections or superficial blemishes

If you are applicable for a warranty, we will resolve the issue through replacement, repair, compensation through store credit or compensation through a partial refund.

DAMAGE-FREE GUARANTEE

Our damage-free guarantee applies to all of the products that we offer. However, we reserve the right to reject a damage-free guarantee if the damage occurred in the care of the customer. These include:

Improper care or misuse

Damage caused by improper assembly

Damage caused during installation

Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)

Damage occurring after the customer being in possession of the mirror

BY PLACING AN ORDER ON CRYSTALUX.COM.AU, YOU AGREE TO CRYSTALUX GLASS & MIRROR’S TERMS AND CONDITIONS.