Refund policy
Our Returns, Repairs & Refunds Policy has been prepared to provide clarity around change-of-mind purchases, Australian Consumer Law rights, custom orders, client-sourced items and the process for returning eligible products.
1. Change of Mind
Three Over Six does not accept returns, exchanges or refunds for change of mind.
Please consider your purchase carefully before finalising your order. This policy applies across all products, including items described as second-hand, pre-loved, used, vintage, archive, consignment or one-of-a-kind.
Where applicable, pre-loved and vintage items are accompanied by a condition report to assist you in making an informed decision. As these pieces may show signs of age, handling, storage or prior ownership, we encourage you to review all descriptions, imagery and condition notes carefully before purchasing.
Should you require additional imagery, measurements, condition details or further information before making a purchase, please contact us at:
2. Australian Consumer Law Compliance
Three Over Six complies with the Australian Consumer Law.
We do not accept returns, exchanges or refunds for change of mind unless expressly agreed in writing. This applies to new, second-hand, pre-loved, used, vintage, archive, consigned and one-of-a-kind items.
This change-of-mind policy does not exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded. Where the Australian Consumer Law applies and an item has a major failure, the consumer may be entitled to choose a refund or replacement. For a failure that is not major, Three Over Six may choose to provide a repair or another remedy within a reasonable time.
3. Process for Repair, Replacement or Refund
If you believe an item does not meet an applicable consumer guarantee, please contact:
Please include your proof of purchase, order number where available, a clear description of the issue and supporting imagery where relevant.
Three Over Six will review the request and provide return or assessment instructions. Any return should be made within the reasonable timeframe stated in those instructions, taking into account the nature of the item and the circumstances. No fixed period in this policy limits a right available under the Australian Consumer Law.
4. Custom Orders & Client-Sourced Items
Items specifically sourced at a client’s request, or items deemed to be custom, bespoke, special order, made-to-order or client-sourced, are not eligible for return, exchange or refund due to change of mind.
This applies whether the item is new, second-hand, pre-loved, vintage or sourced through a private sale, consignment arrangement or third-party supplier.
This policy allows Three Over Six to maintain fairness and specificity when servicing bespoke sourcing requests.
5. Returning Products Under Australian Consumer Law
If an item needs to be returned for assessment or as part of a remedy under the Australian Consumer Law, Three Over Six will provide written return instructions.
Returns should be directed to:
Luxelab Concierge Pty Ltd trading as Three Over Six
Retail 3 & 6, 20–26 Cross Street
Double Bay NSW 2028
Australia
Please do not send an item before receiving written instructions. Where the item is found not to meet an applicable consumer guarantee, Three Over Six will reimburse reasonable return costs or arrange collection where required by law.
6. Responsibility for Returned Items
Please follow the written return instructions provided by Three Over Six and package the item securely with all relevant inclusions. For a return that does not arise from a failure to meet a consumer guarantee, responsibility for the item remains with the sender until it is received by Three Over Six, and a secure, traceable service is recommended.
Where a return relates to a product that does not meet an applicable consumer guarantee, responsibility for reasonable return costs and collection will be handled in accordance with the Australian Consumer Law.
Items should include their original packaging, tags, certificates, dust bags, boxes, documents, accessories and other inclusions where reasonably available. This requirement does not remove statutory rights where packaging or an inclusion is not relevant to the reported problem.
Contact
For questions about shipping, collection, returns or refunds, contact:
Luxelab Concierge Pty Ltd trading as Three Over Six
Retail 3 & 6, 20–26 Cross Street
Double Bay NSW 2028
Australia