Refund policy

You have 30 days from the day your order arrives to request a return.

To be eligible, the item must be in the same condition you received it — unused, with any tags attached, and in its original packaging. You'll need your order number or proof of purchase.

To start a return, visit our Start a Return page and tell us what wasn't right. We reply within one business day.

If your return is approved, we'll email you a prepaid return label and the return address. Return postage is free for customers in Australia and New Zealand. Items sent back without an approved request can't be accepted.

Questions about a return: hi@lumerawellness.com.au

Damaged, faulty or incorrect items

Please check your order when it arrives and contact us straight away if anything is defective, damaged, or not what you ordered. Send a photo with your order number and we'll make it right with a replacement or a refund — your choice. You won't be out of pocket.

Items we can't accept back

Some items can't be returned once opened, for hygiene and safety reasons. This applies to single-use items, and to any product supplied sealed where that seal has been broken — these are marked on the product page. Unopened items in their original sealed packaging can be returned within 30 days like anything else.

Gift cards can't be returned.

These exceptions apply to change-of-mind returns only. If an item arrives faulty, damaged or incorrect, it's covered in full regardless of whether it's been opened.

Exchanges

The quickest way to get the item you want is to return the original and place a new order once your return is approved.

Refunds

We'll let you know once your return has arrived and been checked, and confirm whether the refund is approved. Approved refunds go back to your original payment method, in the currency you paid, within 10 business days. Your bank may take a few days more to post it.

If more than 15 business days have passed since we approved your refund, please contact us at hi@lumerawellness.com.au.

Your rights under consumer law

Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand: Our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded. If an item is not of acceptable quality or not fit for its purpose, you're entitled to a remedy.

Nothing in this policy limits those rights. The 30-day window above is in addition to them, not instead of them.