Returns + Exchanges

We do not accept returns or exchanges for a change of mind. This does not affect your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. If an item is faulty, damaged, not as described, or different from what you ordered, please email hello@lumenandluxe.com.au with your order number, a description of the issue, and clear photos where the issue can be photographed. We may ask for further information, proof of purchase, or to inspect the item before assessing the claim. If photos aren’t suitable for the issue, contact us so we can discuss another way to assess it.

We’ll assess the issue and work with you on the remedy available under Australian Consumer Law. Depending on the circumstances, this may be a repair, replacement or refund. Where an item has a major problem, you may be entitled to choose a refund or replacement.

Where appropriate, we may arrange for the item to be returned. We’ll explain the next steps and any return-shipping arrangements when you contact us. We will cover return-shipping costs where required under Australian Consumer Law.

Approved refunds will be made to the original payment method where possible. We’ll let you know when the refund has been processed; the time it takes to appear in your account can depend on your payment provider.