Refund policy

At LumiBay, we want you to feel confident about every purchase. If something isn’t quite right, please contact us and we’ll be happy to help.

30-Day Returns

You may request a return or exchange within 30 days of receiving your order.

To be eligible for a change-of-mind return or exchange, the item must be:

Unused and unworn
Unwashed
In its original condition
Returned with all original tags and packaging
Accompanied by proof of purchase or your order number

For hygiene and quality reasons, we cannot accept items that have been used, worn, washed, damaged after delivery or returned in an unsaleable condition.

How to Request a Return or Exchange

Before sending an item back, please email us at hello@lumibay.com.au with:

Your name
Your order number
The item you would like to return or exchange
The reason for the return
Photos of the item if it is faulty, damaged or incorrect

Once your request has been reviewed, we will provide return instructions and the appropriate return address.

Please do not send an item back before contacting us. Returns sent without prior approval may not be accepted or may take longer to process.

Change-of-Mind Returns

If you change your mind, select the wrong item or decide that the product is not suitable, you may request a return within 30 days of delivery, provided the item meets the eligibility requirements above.

For approved change-of-mind returns:

The customer is responsible for return postage costs.
Original shipping charges are non-refundable.
We recommend using a tracked postal service.
LumiBay is not responsible for return parcels that are lost or damaged in transit.
A refund will be issued after the returned item has been received and inspected.

Jewellery & Accessories

Jewellery & Accessories are not eligible for change-of-mind returns or exchanges. This does not affect your rights under Australian Consumer Law if an item is faulty, damaged, incorrect or otherwise does not meet a consumer guarantee.

Exchanges

If you would like to exchange an item, please contact us within 30 days of delivery.

Exchanges are subject to product availability. Once your return has been received and approved, we will arrange the replacement item.

The customer is responsible for return postage and any applicable delivery costs for change-of-mind exchanges. If the requested replacement is unavailable, we may offer an alternative product, store credit or a refund.

The quickest option may be to return the original item for a refund and place a new order separately.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty, damaged, defective or different from what you ordered.

Email hello@lumibay.com.au with your order number, a description of the issue and clear photographs where possible.

If the item is confirmed to be faulty, damaged or incorrectly supplied, LumiBay will provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund.

LumiBay will cover reasonable return postage costs when an item is confirmed to be faulty, damaged or incorrectly supplied.

Sale Items

Items marked Sale or Final Sale are not eligible for change-of-mind returns or exchanges.

This exclusion does not affect your rights if an item is faulty, damaged, incorrectly described or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Refunds

Once your return has been delivered to us, please allow 1–2 business days for inspection. We will notify you once the inspection is complete.

If approved, your refund will be issued to the original payment method within 1–2 business days after inspection.

The time it takes for the refund to appear in your account depends on your bank or card issuer.

Original shipping charges are not refundable for change-of-mind returns. If your order qualified for free shipping, the original standard shipping cost will not be deducted from your refund.

Return Shipping

Approved returns must be sent to the return address provided by our customer care team.

Please package the item securely and use a tracked postal service. Keep your postage receipt and tracking information until the return has been completed.

We cannot accept responsibility for change-of-mind returns that are lost or damaged while being sent back to us.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Returns & Exchanges Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

The 30-day timeframe and product-condition requirements in this policy apply to change-of-mind returns. They do not limit your rights when a product is faulty, unsafe, incorrectly described, unfit for its intended purpose or otherwise fails to meet an applicable consumer guarantee.