Refund policy

Returns, Refunds & 30-Day Satisfaction Guarantee

We want you to feel confident trying Lumiva. This policy explains our voluntary 30-Day Satisfaction Guarantee, change-of-mind returns and your rights under the Australian Consumer Law.

30-Day Satisfaction Guarantee

If you purchase a Lumiva product directly from lumivaskincare.com.au, reasonably try it and decide it is not right for you, you may request a refund within 30 days of delivery.

To make a claim, email care@lumivaskincare.com.au and include:

Your full name
Your order number
The product concerned
A brief explanation of your experience
A photograph of the product, if requested

Products may be opened and reasonably used. However, the guarantee does not apply to products that have been completely or excessively used, emptied, deliberately damaged, misused or stored incorrectly.

We may ask you to return the remaining product and its original packaging before approving your claim. Please do not return anything until you receive return instructions from us.

If approved, we will refund the amount paid for the eligible product to your original payment method.

Original delivery charges are not refundable under this voluntary guarantee. If a return is required, return postage is the customer’s responsibility unless the product is faulty, damaged, unsafe or incorrectly supplied.

This guarantee applies to the first purchase of each eligible product per customer or household. It does not guarantee a particular skincare result, as individual experiences may vary.

Change-of-Mind Returns

Except for claims made under our 30-Day Satisfaction Guarantee, we do not accept returns simply because you changed your mind.

At our discretion, we may accept a change-of-mind return within 30 days of delivery where the product is:

Unused
Unopened
In its original packaging
Accompanied by acceptable proof of purchase

Any approved change-of-mind return must be sent at the customer’s expense.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at care@lumivaskincare.com.au.

Please include:

Your order number
A description of the issue
Clear photographs of the product and packaging, where relevant

We will assess the issue and provide an appropriate remedy, which may include a replacement, refund or another remedy in accordance with the Australian Consumer Law.

Your rights relating to faulty or non-compliant products are not limited to 7 or 30 days. Businesses cannot impose a fixed notification deadline that removes a customer’s consumer-guarantee rights.

How to Request a Return

Please contact us before returning any product. Returns sent without prior authorisation may not be accepted or may be returned to the sender.

Once your request has been assessed, we will provide return instructions where applicable.

Customers are responsible for return postage under the voluntary satisfaction guarantee or an approved change-of-mind return. Lumiva will cover reasonable return costs where required under the Australian Consumer Law, including where a product is faulty, damaged or incorrectly supplied.

Refund Processing

Once an approved return has been received and inspected, or your claim has otherwise been approved, we will notify you by email.

Refunds will be issued to the original payment method. Please allow approximately 5–10 business days for the refund to appear, depending on your financial institution.

Proof of Purchase

We may request proof of purchase when assessing a return, refund or guarantee claim. Proof of purchase may include an order confirmation, receipt or another document showing where and when the product was purchased. A receipt is not necessarily the only acceptable form of proof.

Australian Consumer Law

Our 30-Day Satisfaction Guarantee is a voluntary promise provided in addition to your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Consumer guarantees may continue to apply after the expiry of our voluntary 30-day guarantee. Where a product has a major problem, customers may generally choose between a refund and replacement; the appropriate remedy for a minor problem may differ.