Returns
30-Day Return Window
We accept returns within 30 days of the delivery date. To be eligible, items must be:
- Unused and in their original condition
- In the original packaging with all parts, accessories, and manuals included
How to Start a Return
- Email support@luminaehome.store with your order number and the reason for return.
- We'll respond within 1–2 business days with return instructions and the correct return address.
- Ship the item back using a tracked service and share the tracking number with us.
Important: Do not ship returns to the address on the original parcel without contacting us first — items returned without authorisation may not be eligible for a refund.
Return Shipping Costs
- Change of mind: Return shipping is paid by the customer. Original shipping costs (where charged) are non-refundable.
- Damaged, defective, or incorrect items: We cover everything — see below.
Damaged, Defective, or Wrong Items
If your item arrives damaged, faulty, or isn't what you ordered, contact us within 7 days of delivery at support@luminaehome.store with your order number and clear photos or video of the issue and the packaging.
We will offer you a free replacement or a full refund — your choice. In most cases you will not need to return the damaged item.
Refund Processing
Once your return is received and inspected (or your damage claim is approved), we'll notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Non-Returnable Items
- Items marked as final sale or clearance
- Gift cards
- Items returned used, damaged by the customer, or missing parts or packaging
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order.
Late or Missing Refunds
If you haven't received an approved refund after 10 business days, first check with your bank or card issuer, as processing times vary. If it still hasn't arrived, contact us at support@luminaehome.store and we'll chase it up.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under applicable consumer protection laws, including the Australian Consumer Law, the UK Consumer Rights Act 2015, or EU consumer protection directives. Where local law provides you with greater rights than this policy (for example, statutory cooling-off periods or remedies for faulty goods), those rights apply.
Contact Us
Email: support@luminaehome.store Response time: within 1–2 business days