LAST UPDATED 13 JULY 2026
Returns and refunds
This policy is in addition to any rights and remedies available under the Australian Consumer Law.
Change-of-mind returns
You may request a change-of-mind return within 30 days of delivery. The item must be unused, undamaged and returned with its original packaging, accessories and proof of purchase.
Change-of-mind return postage is the customer’s responsibility. Contact us before sending anything so we can confirm eligibility and provide return instructions privately.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged or different from what was ordered, contact us promptly with the order number and clear photos of the product and packaging. We will assess the issue and provide an appropriate remedy, which may include repair, replacement or refund, in accordance with the Australian Consumer Law.
Where the Australian Consumer Law requires it, Lumavoa will cover reasonable return costs.
How to request a return
- Use the contact page and include the order number and reason for the request.
- Wait for return approval and instructions before sending the item.
- Pack the item securely and use a trackable service where appropriate.
Do not send returns to an address found elsewhere online. The correct return instructions will be supplied privately after the request is approved.
Refunds
Approved refunds are issued to the original payment method after the returned item has been received and assessed. Financial institutions may take additional time to display the refund.
Cancellations
Contact us as quickly as possible if you need to cancel an order. Cancellation cannot be guaranteed once fulfilment has begun.
Questions
Start a return or ask a question through the contact page.