RETURNS & REFUND POLICY

Effective Date: Sep 26, 2025

At LUMIACRYSTAL, we are committed to providing high-quality products and services. This Returns & Refund Policy is designed to comply with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth), and applies to customers located in New South Wales, Australia.

By purchasing from our store, you agree to the terms outlined below.

1. Your Rights Under the Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the ACL.

You are entitled to:

A full refund or replacement if a product has a major failure, meaning it:

  • is unsafe,
  • is significantly different from the description,
  • does not do what we said it would do, or
  • is substantially unfit for its normal purpose.

A repair or replacement if the goods fail to be of acceptable quality but the failure does not amount to a major failure.

You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure of our goods.

Nothing in this Policy limits or excludes your rights under the ACL.

2. Change of Mind Returns

While the ACL does not require businesses to offer refunds or exchanges for "change of mind" purchases, LUMIACRYSTAL may, at its discretion, accept returns for store credit or exchange if:

  • The product is returned unused, in its original packaging, and in a resalable condition.
  • The request is made within 14 days of delivery.
  • Shipping costs for change-of-mind returns are the responsibility of the customer.

3. Conditions for Returns

To be eligible for a return, please ensure that:

  • You provide proof of purchase (such as order confirmation or receipt).
  • The item is returned within the timeframe specified.
  • The item is not exempt (see Section 4).

4. Exemptions (Non-Returnable Items)

The following items cannot be returned unless they are faulty or not as described:

  • Sale or clearance items (unless defective).
  • Personalised or custom-made products.
  • Items damaged due to misuse, neglect, or improper care after delivery.

5. Process for Returns & Refunds

Contact Us:

Email us at contact@lumiacrystal.com with your order number, details of the issue, and, if applicable, photos of the product.

Assessment:

We will review your request in line with the ACL and advise you of the next steps.

Return Shipping:

  • If the item is faulty or misdescribed, LUMIACRYSTAL will cover reasonable return shipping costs.
  • If the return is due to change of mind (and accepted at our discretion), the customer is responsible for return shipping costs.

Refund Method:

  • Approved refunds will be processed to your original payment method within 7–10 business days after we receive the returned item.
  • For exchanges or store credits, we will notify you of the confirmation and next steps.

6. Liability Limitation

Except as required by the ACL, LUMIACRYSTAL is not responsible for damage caused by improper use, neglect, or failure to follow care instructions.

Our liability is limited, at our option, to:

  • repair or replacement of goods,
  • supply of equivalent goods, or
  • payment of the cost of repair or replacement.

7. Governing Law

This Policy is governed by the laws of the Commonwealth of Australia and the State of New South Wales. Any disputes will be subject to the jurisdiction of the courts of New South Wales.

8. Contact Us

If you have any questions about this Policy, please contact us:

Email: contact@lumiacrystal.com

Address: 55 Hill Road, Sydney, 2127

ABN: 82690869044