Refund policy
Returns & Refunds
Return Policy
At Lumiel, we want you to shop with confidence. If there is an issue with your order, we're here to help.
Change of Mind Returns
We accept change-of-mind return requests within 14 days of the delivery date.
To be eligible for a return, items must:
Be unused and unopened
Be in their original packaging
Be in resalable condition
Include proof of purchase
For hygiene and safety reasons, we cannot accept returns for products that have been opened, used, damaged after delivery, or are no longer in their original condition.
Original shipping charges are non-refundable.
Customers are responsible for return shipping costs for approved change-of-mind returns.
Damaged, Defective or Incorrect Items
If you receive an item that is:
Damaged during delivery
Defective or faulty
Incorrectly supplied
Missing from your order
please contact hello@lumiel.com.au within 14 days of receiving your order.
To help us process your request quickly, please include:
Order number
Description of the issue
Photos of the item and packaging
After assessment, we will arrange an appropriate solution, including:
Replacement
Refund
Store credit (where agreed)
Other remedies available under Australian Consumer Law
Lumiel will cover the reasonable return shipping costs for damaged, defective, or incorrectly supplied products.
How to Request a Return
Email hello@lumiel.com.au within 14 days of delivery.
Please include:
Order number
Your reason for the return
Photos (if applicable)
Our team will review your request within 2–3 business days and provide return instructions if your request is approved.
Approved returns should be shipped within 7 days after receiving return authorization.
Refunds
Once your returned item has been received and inspected, we will notify you by email.
If your refund is approved, it will be issued to your original payment method.
Please allow 5–10 business days for your refund to appear, depending on your payment provider.
Late or Missing Refunds
If you have not received your refund:
Check your bank account.
Contact your credit card provider.
Contact your bank.
If you still have not received your refund, please contact:
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (ACL).
Customers are entitled to a replacement or refund for products with a major failure and may also be entitled to compensation for any other reasonably foreseeable loss or damage.
Where a product has a minor failure, Lumiel may choose to repair or replace the product within a reasonable time, as permitted by law.
Contact Us
Lumiel Australia Pty Ltd
Email: hello@lumiel.com.au
Website: www.lumiel.com.au