At Luma Treasures, we want you to be delighted with your purchase. This policy outlines your rights and our responsibilities regarding returns, refunds, exchanges, and cancellations. It operates in accordance with, and does not limit, your rights under the Australian Consumer Law (ACL).

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a replacement or refund if products:

• Are faulty
• Are not as described

Change of Mind Returns

If something isn’t quite right, you may return your order within 30 days of purchase for a refund or exchange, provided that:

• Items are unused, in their original condition, and in the original packaging
• You include your receipt or other proof of purchase

Contact us before sending your return so we can assist you and confirm the return details.

Non-Returnable Items

The following items are not eligible for change-of-mind returns (your ACL rights for faulty goods still apply):

• Sale or clearance items
• Used, opened, or damaged items (unless faulty on arrival)
• Gift cards
• Custom or special orders

Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, defective, or incorrect:

• Contact us within 48 hours of delivery
• Provide photos of the item and your order details

We will assess your claim and, if approved, replace the product or issue a full refund. No return shipping cost will be charged in these cases.

Refunds

Once we receive and inspect your return, we will email you to confirm. If your return is approved:

• Your refund will be issued to your original payment method
• Refunds are processed within 7–14 business days after approval
• For change-of-mind returns, refunds may exclude original shipping costs (unless required under the ACL)

Haven’t seen your refund yet?

• Double-check your bank account
• Contact your card provider; refunds can take a few business days to appear
• Reach out to your bank, as processing times can vary

If it’s still not showing, email us, and we’ll be happy to help.

Exchanges

We’re happy to replace items that arrive defective or damaged. To arrange an exchange, email us first, then post your item to the return address below.

Gifts

• If your item was marked as a gift at purchase and shipped directly to you, we will issue you a gift credit for the value of your return once it is received
• If the gift giver had the order sent to themselves first, the refund will be processed to the gift giver directly

Return Shipping

Please post your return to:

Luma Treasures

335 South Gippsland Highway

Dandenong South VIC 3175

Australia

• Return postage for change-of-mind returns is the customer’s responsibility
• Shipping costs are non-refundable; if a refund is issued, return postage may be deducted
• For items over A$75, we recommend a tracked service or shipping insurance; we cannot guarantee receipt of your parcel without it
• Luma Treasures is not responsible for returns lost or damaged in transit

Order Cancellations

Orders can be cancelled before dispatch only. Once an order has been shipped, it will be subject to this return policy.

Bulk & Business Orders (B2B)

For wholesale and bulk buyers:

• Returns are generally not accepted unless goods are faulty
• Please ensure order accuracy before confirming large purchases
• Sample orders are recommended prior to bulk buying

Contact Us

For any return or refund enquiries:

Luma Treasures

Email: sales@lumatreasures.com

335 South Gippsland Highway, Dandenong South VIC 3175, Australia