Refund policy

LUMERA — RETURNS & REFUND POLICY

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Last updated: [DATE]

We want you to order with confidence. This policy sets out your options, including the rights you have under the Australian Consumer Law (ACL) and our additional voluntary 90-Day Money-Back Guarantee. Placing an order with Lumera, operated by [LEGAL ENTITY] (ABN [ABN]), means you accept this policy. Please read Sections 2 and 4 carefully — our products are applied to the skin, so hygiene rules apply.

1. Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure — for example, goods that are faulty, significantly different from their description, or unfit for a disclosed purpose — and to a repair or replacement where goods are not of acceptable quality and the failure is not major. These rights apply regardless of any other term in this policy and are not limited by the timeframes in Sections 2–4. To make a claim, contact us with your order number and clear photographs (see Section 6).

2. Change of Mind — Opened Products

Because our products are cosmetic items applied directly to the skin, we cannot accept returns of opened, used or unsealed products for change of mind, on health and hygiene grounds. This is standard across the skincare category and does not affect your ACL rights in Section 1. Please choose carefully and review the product details and ingredient list before ordering.

3. Change of Mind — Unopened Products

If you change your mind and the product is unopened, unused, and in its original sealed and undamaged condition, you may request a return within 14 days of delivery. Change-of-mind returns are granted at our discretion, must be authorised in advance (Section 6), and:

  • require valid proof of purchase;
  • are at your cost for return shipping, using a tracked method;
  • exclude the original shipping fee, which is non-refundable;
  • may attract a reasonable restocking deduction; and
  • are inspected on arrival — items received opened, used, damaged or incomplete will not be refunded and may be returned to you at your cost.

4. 90-Day Money-Back Guarantee (Voluntary Offer)

Separate from, and in addition to, your legal rights, we offer a voluntary 90-Day Money-Back Guarantee so you can try Lumera with reduced risk. Because this is a goodwill offer that goes beyond what the law requires, it applies on the following conditions:

  • Available to first-time customers only, limited to one claim per customer, household, payment method and delivery address.
  • Claims must be submitted within 90 days of the delivery date, with valid proof of purchase.
  • The guarantee refunds the product price only — original and return shipping are not refundable.
  • To qualify, we may ask you to confirm you used the product as directed for a reasonable period and to provide supporting information (such as photos of the used product or packaging). This protects the offer against abuse.
  • The guarantee applies to your first eligible pack or bundle. It does not apply to bulk, wholesale, reseller, or clearly excessive-quantity orders.
  • Refunds are issued to the original payment method only.
  • Free or bonus items received under a "Buy One Get One" or bundle promotion must be returned or accounted for; their value may be deducted from any refund.
  • We reserve the right to decline any claim we reasonably determine to be duplicated, fraudulent, abusive, or outside these conditions.

5. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or you received the wrong product, contact us within 7 days of delivery with your order number and clear photos of the item and packaging. Where we confirm the issue, we will arrange a replacement or refund at no cost to you, consistent with your ACL rights. Please keep the item and packaging and do not discard them until your claim is resolved.

6. How to Request a Return or Refund (Required Process)

  1. Email [SUPPORT EMAIL] with your order number, the reason, and photos where relevant.
  2. Wait for written Return Authorisation and a return address from us.
  3. If authorised, return the item using a tracked method within the time we specify.

Do not send anything back before receiving written authorisation. Unauthorised returns, or returns sent to any address other than the one we provide, may not be received, processed or refunded, and may be discarded without refund.

7. Refund Timing & Method

Approved refunds are issued to the original payment method only, after we have received and inspected the returned item or approved the claim — typically within 5–10 business days. Your bank or card issuer may take additional time to post the funds, which is outside our control. We do not refund to alternative cards, accounts or store credit unless we choose to offer it.

8. Partial Refunds

We may grant a partial refund where: a returned item shows signs of use, damage or missing components; only part of an order is returned; or promotional/bonus items linked to the purchase are not returned. The deducted amount reflects the diminished value or the value of items retained.

9. Exchanges

We do not operate a direct exchange process. If you want a different product, request a return under the applicable section above (where eligible) and place a new order separately.

10. Non-Refundable Situations

Except where the ACL requires otherwise, we are not obliged to refund or replace where:

  • the product has been opened, used or damaged after delivery through misuse or failure to follow directions;
  • the claim is outside the relevant timeframe in this policy;
  • proof of purchase cannot be provided;
  • the order was placed in error by you (wrong product, variant or quantity selected);
  • the issue arises from an individual allergic or skin reaction despite the product being supplied as described (please patch test — see our Disclaimer); or
  • the item is returned without authorisation or to the wrong address.

11. Sale, Bundle & Promotional Items

Discounted, clearance and promotional items remain covered by your ACL rights but are otherwise subject to the conditions of the specific promotion. Bundle pricing is conditional on the full bundle being retained; returning part of a bundle may forfeit the bundle discount on the items kept.

12. Returned-Item Condition & Responsibility

Until a returned item reaches us and is inspected, it remains your responsibility. We recommend a tracked, insured service. We are not responsible for authorised returns that are lost or damaged in transit back to us.

13. Abuse & Serial Returns

This policy is offered in good faith. We reserve the right to decline service, returns, guarantee claims or future orders, and to take appropriate action, where we reasonably identify a pattern of excessive, fraudulent, or abusive returns or guarantee claims, or attempts to exploit promotions across multiple accounts, households or addresses.

14. Incorrect Address & Undelivered Parcels

Refunds or re-shipment for parcels returned, refused or unclaimed due to address errors or non-collection are handled under our Shipping Policy. The original shipping cost is non-refundable in these cases.

Questions: [SUPPORT EMAIL] · [SUPPORT HOURS / TIMEZONE]

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