Return Policy
Thank you for shopping with Lumino! We want you and your family to love your new women’s and children’s clothing. If you are not entirely satisfied with your purchase, we offer a straightforward and customer-friendly return policy that complies with Australian Consumer Law (ACL). Below is a detailed overview of our return terms, eligibility, process, and more. For any questions or assistance with returns, please contact us at support@lumino.co..
Return Eligibility & Timeframe
To be eligible for a return, exchange, or refund, items must meet the following criteria and be initiated within 30 days of delivery:
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Items must be unused, unworn, unwashed, and in their original condition, with all original tags attached and intact.
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Items must be returned in their original packaging (if applicable), with no signs of damage, misuse, or improper handling.
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For women’s underwear, swimwear, and children’s sleepwear (hygiene-sensitive items), the original hygiene seal must remain intact — returns will not be accepted if the seal is broken.
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Clearance or final sale items are non-returnable and non-exchangeable, unless the item is faulty or does not meet ACL consumer guarantees.
Under Australian Consumer Law, we are required to provide refunds, replacements, or repairs for items that are faulty, not of acceptable quality, or do not match their description — regardless of the 30-day return timeframe. If you receive a faulty or damaged item, please contact us immediately to resolve the issue.
Return Process
Follow these simple steps to initiate a return or exchange for your Lumino women’s or children’s clothing:
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Submit a Return Request: Contact our customer support team at support@lumino.co. with your order number, the item(s) you wish to return, and the reason for your return (e.g., wrong size, change of mind, faulty item). Please include clear photos if the item is faulty or damaged.
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Receive Return Confirmation: We will review your request within 1-2 business days and send you a return confirmation email with instructions on how to package and send your item(s) back to us. We recommend using a trackable shipping method to ensure your return is safely delivered.
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Send Your Return: Package your eligible item(s) securely (preferably in the original packaging) and ship them to the address provided in the return confirmation email. Please note that return shipping costs are the responsibility of the customer, unless the return is due to a faulty item or our error (e.g., wrong item sent).
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Return Inspection & Processing: Once we receive your return, our team will inspect the item(s) to ensure they meet our eligibility criteria. We will process your refund or exchange within 3-5 business days of receiving and approving your return.
Refunds & Exchanges
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Refunds: Refunds will be issued to the original payment method used for your order (e.g., credit card, PayPal). Please allow 3-7 business days for the refund to appear in your account, as processing times vary by financial institution. Shipping costs paid on your original order are non-refundable, unless the return is due to our error or a faulty item.
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Exchanges: If you wish to exchange an item (e.g., for a different size or color), please specify your desired replacement in your return request. Exchanges are subject to stock availability. If your desired item is out of stock, we will issue a refund instead.
Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged during shipping, or incorrect (e.g., wrong size, wrong style), please contact us at support@lumino.co. within 7 days of delivery with your order number and clear photos of the issue. We will cover all return shipping costs for these items and offer a full refund, exchange, or repair (whichever you prefer), in line with Australian Consumer Law requirements.
Non-Returnable Items
The following items are non-returnable and non-exchangeable, unless they are faulty or do not meet ACL consumer guarantees:
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Clearance or final sale items
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Hygiene-sensitive items with broken seals (underwear, swimwear, sleepwear)
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Custom or personalized items
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Gift cards (if applicable)
Additional Information
We reserve the right to refuse returns that do not meet our eligibility criteria. If your return is rejected, we will contact you to arrange for the item(s) to be shipped back to you at your expense.
Lumino is committed to fair and transparent return practices that protect both our customers and our business. This policy is designed to be customer-friendly while complying with Australian Consumer Law, ensuring you can shop with confidence knowing your rights are protected.
If you have any questions about our return policy, or need assistance with a return, please don’t hesitate to contact us at support@lumino.co. — our team is here to help!