Refund policy

At LUMIRAE, we deliver every product with quality and care in mind. If something is not right with your order, we are here to help.

Change-of-Mind Returns

You may request a return within 14 days of receiving your order.

To be eligible, the product must be:

  • Unopened, unused, and in its original condition

  • Sealed in its original packaging

  • Accompanied by proof of purchase

Due to the personal-use nature of eye and skin products, we cannot accept change-of-mind returns for products that have been opened, used, unsealed, or tested.

Customers are responsible for return shipping costs for change-of-mind returns. Original delivery charges are non-refundable.

Faulty, Damaged, or Incorrect Products

Please contact us via the Contact page as soon as possible if your order arrives faulty, damaged, or different from what you ordered. Include your order number, a description of the issue, and clear photographs where relevant.

Once assessed, we will provide an appropriate remedy, which may include a replacement or refund. If a product is confirmed to be faulty, LUMIRAE will reimburse reasonable return shipping costs where applicable.

Sensitivities and Reactions

If you experience discomfort or an unexpected reaction, discontinue use immediately and contact us via our Contact page. As individual sensitivities can vary, opened products are not normally eligible for a change-of-mind return. However, we will carefully assess any concern involving a potentially faulty, unsafe, or incorrectly described product.

Promotional Items

Products marked final sale cannot be returned for a change of mind.

These conditions do not affect your rights if an item is faulty, unsafe, or otherwise fails to meet a consumer guarantee.

Any complimentary gift received with an order must also be returned unopened and unused if the qualifying order is returned in full.

How to Request a Return

Contact LUMIRAE through our Contact page and provide:

  • Your order number

  • The product you wish to return

  • The reason for your return

  • Photographs, if the product is faulty or damaged

Please do not send products back before receiving return instructions from our team.

Refunds

Once your return has been received and assessed, we will notify you of the outcome. Approved refunds will be issued to the original payment method.

Please allow 7–10 business days for the refund to appear, depending on your bank or payment provider.

Order Cancellations

If you need to cancel or amend an order, contact us as soon as possible. As orders are prepared for next-business-day dispatch, we cannot guarantee changes once processing has begun. The order cannot be cancelled after the product is shipped.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Where a product does not meet an applicable consumer guarantee, you may be entitled to a remedy such as a replacement, refund, or other appropriate solution.