Return Policy

Return & Refund Policy – Lumi Melbourne

📧 Contact: info@lumi-melbourne.com

Important Note:

Please be aware that we do not offer free returns — return shipping fees apply.

Can I Return My Order?

Absolutely! If you are not fully satisfied with your order, you may return your items within 30 days of receiving them, provided they meet the conditions below.

Return Conditions:

To qualify for a return, the following conditions must be met:

  1. The item must be complete, including all accessories and original packaging, and returned in its original condition.
  2. The item must not be damaged due to misuse or careless handling.
  3. Items related to hygiene must be properly cleaned before returning.
  4. If the product was defective upon arrival, please inform us immediately with supporting evidence.
  5. Return shipping costs are the responsibility of the customer.
  6. A 15 AUD administration fee per returned item applies and will be deducted from the refund amount.
  7. Returns are processed within 7 business days of receiving the returned item. You will be notified once your return is accepted or denied.

⚠️ Please Note:
We reserve the right to refuse returns if we suspect items were used, worn, or damaged after delivery without fault on our side.

How to Return Your Order:

If your order meets the above conditions, please follow these steps to initiate your return:

  1. Email us at info@lumi-melbourne.com.
  2. Include the following details in your email:
    • Order number
    • Reason for return
    • Photo evidence if the product is damaged
    • Full name and shipping address

Once approved, we will provide the correct return address.
⚠️ Do not return items to the sender address — we will give you the proper address for returns.

Right of Withdrawal – Cancellation Policy

As a consumer, you are entitled to a 14-day right of withdrawal from the date you, or a third party appointed by you, received the goods.

However, please note:
Because our fulfillment system is fully automated, orders are processed and shipped immediately.
For this reason, we cannot cancel or refund an order that has already been dispatched.

If you wish to cancel an order that is already in transit, you must wait until delivery and then initiate a return.
We kindly ask that you notify us of your cancellation in advance via info@lumi-melbourne.com and provide a shipping confirmation when returning the goods.


Consequences of Withdrawal:

Upon receiving and approving your returned items:

  • We will refund the amount you paid, excluding shipping and admin fees, within 7 days.
  • Refunds will be issued via the same payment method used during checkout, unless agreed otherwise.
  • You will not be charged additional fees for the refund itself.

Important Reminders:

  • Return shipping costs are paid by the customer.
  • Items already shipped cannot be canceled mid-transit.
  • Refunds are only processed after receiving and inspecting the returned goods.

Contact Us:

For any return or refund inquiries, feel free to reach out to our team:
📧 info@lumi-melbourne.com