Terms & Conditions

Thank you for visiting our online store. The website https://www.luco.com.au/ (the “Website”) is owned and operated by Luco Furniture & Decoration Pty Ltd (trading as Luco Furniture & Decoration, and referred as “Luco”, “we”, “us”, “our”, or “the Company”).

Please take your time reading through our terms & conditions. By using the website, you agree to be legally bound by our terms & conditions, including our Privacy Policy; if you disagree with the terms & conditions or any part of these terms & conditions, you must not use our website.

Information on this website may be changed or updated from time to time, and Luco is not obliged to notify you of the changes. Hence you should check our published terms & conditions and policies from time to time to acquaint yourself with the latest version.

Our products

We endeavor to ensure that all information on the goods on our website is accurate, and we rely on information provided by product manufacturers. Unfortunately, on some occasions, it is possible that this information may contain errors or inaccuracies and we reserve the right to correct these at any time, including after an order is placed.  

Variation and minor imperfections

Some of our products are made from natural or organic materials, such as solid woods. Colour and grain variations are the natural characteristics of these materials, hence these variations are evident in every piece of the product made from these materials. These variations contribute to the uniqueness and make apparent the natural beauty of using natural or organic materials. They are accepted throughout the wood furniture industry.

In addition to the above, natural wood products will show knots, fine lines that may look like scratches, blemishes, splits, and fissures that add to the distinct character of each exceptional piece and therefore these natural occurrences shall also not be deemed as a defect.

Due to the photo shooting condition and screen setting, products received may differ to a small extent in visual appearance (eg. Colour, textures) from the imageries on our website.

Underside/rear of the furniture

It is normal and to be expected that the underside and rear of the furniture are not finished to the same standard as other areas of the furniture that is meant to be visible during normal everyday usage. By doing this, we are able to offer you your beautiful piece of furniture at a very affordable price.

Orders and Acceptance

You need to have a valid credit or debit card, a valid phone number, and a valid email in order to place your order. You will receive a confirmation email with the details of your order when you place your order. This email, however, is only a representation that we have received your order and does not guarantee that the product(s) you have ordered is/are available. We reserve the right to accept or decline, in whole or in part, of any order placed by you at our sole discretion.

On rare occasions that our suppliers find themselves unable to deliver the goods to us (quality of workmanship or quantity issue), we reserve the right to withdraw any products from our website at any time. While we will always try our best to process all orders, there may be circumstances where we may need to cancel an order, even after the order confirmation is received.

We will notify you if an order is canceled, in whole or in part, and we will promptly refund payments already made by you to your original payment method. Refunded payments may take up to 10 business days depending on the bank.

Backorder

We allow backorders on most of our products. If a product is temporarily out of stock, we will place that product on backorder and supply it when it becomes available.

Made to order

We allow certain products to be made to order. Simply contact us via live chat or email, should you wish to customize your product.  

Special Offers

Our special offer coupons are time-limited offers, limited by numbers of users or both.

Free shipping option attached to all coupons are also restricted to Melbourne metro areas only. Postcodes that are considered Melbourne metropolitan areas include 3000 – 3095, 3101 – 3138, 3141 – 3156, 3161 – 3207.

Refunds and returns

Change of mind

If you purchase an item from us and find it not fitting your home or premise, simply chat to us online or email us. We provide 14 days change of mind returns, we will get back to you as soon as we can. Change of mind period starts on receipt of goods.

You can either arrange your own transportation or we can pick them up at your place(Melbourne only). The cost of the pick up will be given upon your return request.

We will then have our team perform checks on the product when it arrives at our premises. The item returned needs to be in “as-new” condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Items not returned as “as-new” condition may incur a handling and restocking fee up to 20% of the value of the item. Please make sure that the item is packed properly in its original packing to avoid damage in transit back to us. Once we have determined that our item is in a condition that is appropriate for return, we will refund you in full less all shipping and handling cost, if applicable.

Kindly note that you will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the actual costs of shipping the item to you in the first place and the cost of shipping back to us.

Luco reserves the full discretion to determine whether our item is in the condition appropriate for return and reserves the right to reject the request if they are deemed not suitable for return.

Clearance items (items tag with clearance) are not eligible for a change of mind return.

The following list of items are not eligible for a change of mind.

  • Mattresses & bedding. Bedding includes quilts and duvets, pillows, mattress toppers, protectors and underlays.
  • Clearance items
  • Personalised items
  • Orders for commercial or non-domestic use
  • Assembled items or items assembled by Luco Furniture & Decoration or our contractors on request.
  • Display clearance taken as-is.

Cancellations

You may cancel an order or part thereof, only before the order has reached dispatch processing stage. You will receive a full refund in the amount that you paid for the product and the shipping charges. You should contact us as soon as you can should you wish to cancel an order or part thereof, as we endeavor to send you your order as soon as possible. Once the items have been dispatched and left the warehouse, we cannot cancel the order and return fees applies. This includes shipping fees and restocking fee of 20%.

Damaged or faulty items

Please notify Luco as soon as possible if your item arrives damaged or faulty. You should always start with inspecting the packaging, making sure you detail any physical damages to the packaging or if the packaging has arrived opened and take photos that clearly showcase the damage. This should usually include at least one close-up photo and another overall photo/video of the whole package(s). Photos or video recordings that can show the damage clearly would allow us to resolve the matter faster. You should also refrain from using, assembling or installing should you received damaged or faulty product.

Replacement parts are available for items arrived damaged or faulty within 14 days. We reserve the rights to refund you in full if an exchange cannot be completed due to stock unavailability, delivery issue, or any other issues in our reasonable opinion that we are unable to fulfill the original order. Kindly note that, you should always retain the original packaging in its original condition including accessories and installation manuals to facilitate repair, exchange or refund as we do require items to be sent back for us to process the remedies. Any product returned to us must be transported in suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by the courier and damages caused by inadequate packaging will incur additional charges.

Notification must be made within a reasonable time frame.

These remedies will not be given where in our reasonable opinion, the product has become damaged or faulty due to misuse, failure to take reasonable care, failure to follow manufacturer’s instruction or failure to notify us within the reasonable time frame upon receiving it.

No fulfillment

On very rare occasion, due to unseen circumstances (last remaining stock damaged), we may need to cancel an order whereby there will not be any replacement stock available as the manufacturer cannot or no longer produce the same stock.

Trade Customers

Change of mind return does not apply to trade customers.

Delivery

Delivery Fee

All delivery charges on the website on checkout are estimates based on one-man delivery and to the front door of a ground floor. Should you require additional service for delivery past this point, you should always be in touch with us first prior to an order being placed. We will do our best to accomodate your needs but we cannot guarantee the service as this is based upon the courier availability and payment of this service. Changes made to delivery address after placing an order may incur additional charges, which we reserve rights to add to your original delivery fee paid.

Unacceptably high delivery charges

On very rare occasion, there may be unacceptably high delivery charges for an order to be delivered. We reserve the right to contact you to request for further delivery fee or to cancel an order with full refund prior dispatching the order.

Delivery Time Frame

All orders are processed and dispatched within 2 business days.

To offer you quality product at very affordable pricing, we will always try to appoint the most economical third party delivery companies (TNT, Star Track, etc). With that, we have limited control as to the exact timing of the delivery and we may need you to lend us a hand if the item is too heavy or bulky to handle by the driver alone.

To reduce the chances of delays with redelivery, authority to leave (ATL) would be set by default for all orders. Please contact us or leave message in notes box on checkout to let us know should you wish to sign for your order when they arrive, we will contact you and try our best to arrange them for you. Kindly note however, if no one is present to receive the delivery on the scheduled date, a re-delivery will have to be arranged and you may be charged for the redelivery fee.

Warehouse Collection

We have Pickup In Store option available on checkout.

Once the order is processed and ready for collection, usually within 24-48 business hours, you will receive an email notifaction that the order is ready for collection. Kindly bring along the notification with you when collecting your order at the warehouse (it is fine to be in the phone).

Our collection time frame is between 10am - 4pm weekdays except public holidays.

We hold warehouse collection orders for 7 days from the day notifications are sent and it will be cancelled automatically if not collected within the time frame.

Please be mindful for oversized products, there will be a restocking fee of 10% for cancellation.

No cancellation restocking fee will be charged if the order is cancelled before it is processed in the warehouse.

Warranties

All our furniture are covered with 12-months manufacturer warranty. If defect appears or product becomes faulty within the period that it is covered by while using it for its intended purpose in a regular manner, we will collaborate with you to reach a solution that you’re happy with such as providing you with a full or partial replacement, sending you any missing parts or components, arranging a tradesperson to repair, offering a partial or full refund or store credit, or offer you with an alternative product.

The warranty covers structural, seating and covering. Defects or faulty goods will be remedied by us without incurring your material or labor cost.

The warranty period commences according to the date of the invoice. If a replacement or a repair is initiated for a product, the warranty period remains the same as the original invoice date of the product.

All claims must be initiated within the period that the product is covered with. We advise all our customers to contact us immediately when defects or faults are found. You should provide us with proof which sufficiently shows the defects or faults that aid our assessment and evidence of proof of purchase to be entitled to claim. Please do not attempt to return an item prior to contacting us.

We reserve the right to not accept the return of a defective or faulty product where we reasonably assess that the defect or fault arises as a result of

  • Normal wear and tear including fading, discoloration
  • Accidental damages
  • Intentional damages
  • Improper usage or misuse the product other than what it is intended to
  • Improper storage such as exposing an indoor product outdoor in the sun or rain
  • Improper assembly or modification
  • Damages occurred during your own handling and transportation of goods from pickup or  drop-off
  • Defects in a product which has brought to your attention prior purchase
  • Damages occurred due to “Act of God”
  • Minor defects such as minor scratches, loose stitching

Our customers can reach us via chat or email support@luco.com.au.

All other products are covered by the supplier’s warranty which will be separately stated on the individual product page.

Mattress 10-Year Warranty

All our mattresses come with a 10-year warranty. 
The warranty covers visible indention greater than 10 centimeters that is not associated to unsupportive, improper and adjustable bed base.

The warranty does NOT cover the following:

  • Softness preference.
  • Improper use, physical abuse, damage, to the structure or cover material that includes but not limited to, cuts, burns, tears, liquid/stains damage.
  • Mattresses not sold as "brand new"

Warranty applies to the following Defects:
● Deterioration causing the mattress to have a visible indention greater than 10 centimeters that is not associated with use of an improper or unsupportive foundation or adjustable bed base.
● Any physical flaw in the mattress that causes the foam material to split or crack,
despite normal usage and proper handling.

This limited mattress Warranty does NOT cover the following:
● A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
● Comfort preference.
● Physical abuse or damage to the structure and/or cover material, including but
not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the
defect is caused by such abuse or damage
● Mattresses sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the mattress is not “new” or of “first quality”, or has previously been purchased or used by another consumer.

Product Safety Guide

To prevent risk of furniture toppling, especially when there are childrens around, it is highly recommended that furniture straps, angle brace or anchor to be used to secure furniture to wall or floors. These can be obtained cheaply in most hardware stores.
More tips can be found on our FAQ page.

Limited Liability

To the extent permitted by law, we, our directors and employees, and third parties connected to us hereby expressly exclude:

  • All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
  • Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website, products or services or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for loss of income or revenue, loss or interruption of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill, wasted management or office time and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation, nor any other liability which cannot be excluded or limited under applicable law.

Without limitation to the foregoing, we acknowledge that the laws in certain jurisdictions including Australia may imply warranties and conditions or impose obligations on the supply of goods and services through or by means of our website which cannot be excluded, restricted or modified except to a limited extent. If any such laws apply, then to the fullest extent permitted by the law of the relevant jurisdiction, and in the case of Australia to the extent permitted by the Competition and Consumer Act 2010 (Cth), our liability is limited and if any liability remains it will be limited to any one or more of the following in our sole discretion:

  • in the case of any goods, the replacement or repair of the goods, or the supply of equivalent goods, or the payment of the cost of repairing or replacing the goods or supplying equivalent goods; and
  • in the case of any services, the supply of the services again or the payment of the cost of having the services supplied again.

Without limitation to the foregoing, you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question. You agree to indemnify us, our directors, employees, and representatives from and against all actions, claims, suits, demands, damages, liabilities or costs (including legal costs) arising from, or which is directly or indirectly related to the use of our website, or any other products or services accessed via our website.

Copyright

This website and its contents are subject to copyright, trademarks, and other intellectual property rights. These rights are owned by or licensed to Luco.

Usage of the contents should solely be for personal and non-commercial use. You must not reproduce, modify, transmit, communicate, distribute, sell, or republish or otherwise use any of the materials on the Website (including, without limitation, branding, logos, text, images, video, and audio, except as permitted by statute or with our prior written consent).