Refund policy

Return and Refund Policy

At Lumi Avera, we are committed to providing high-quality products and an exceptional shopping experience. If you are not entirely satisfied with your purchase, our Return and Refund Policy outlines your rights and the steps to request a return, exchange, or refund in full compliance with UK Consumer Rights and Australian Consumer Law.

1. 30-Day Return Window

You have 30 calendar days from the date you receive your item to request a return.

To be eligible for a standard return:

  • The item must be unused, unworn, unwashed, and in the exact condition that you received it.

  • The item must be in its original packaging with all tags, labels, and protective seals intact.

  • You must provide a valid proof of purchase (such as your Lumi Avera order confirmation email or receipt).

2. Right of Cancellation (UK & International Customers)

In accordance with UK Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of physical receipt of the goods without providing a reason. Once you notify us of your intent to cancel, you have a further 14 days to return the item to us.

3. Non-Returnable & Exempt Items

For hygiene, health, and safety reasons, certain items cannot be returned unless they arrive damaged, defective, or faulty:

  • Personal care, beauty, and intimate goods.

  • Final sale or clearance items (unless legally faulty).

  • Gift cards and downloadable digital products.

4. How to Initiate a Return

To start a return process, please follow these steps:

  1. Contact our support team at lumiavera.store@outlook.com with your order number and the reason for your return.

  2. If your return is approved, our team will provide you with the designated returns address and detailed instructions on how and where to send your package.

  3. Important: Items sent back to us without prior return approval will not be accepted or processed.

5. Return Shipping Costs

  • Voluntary Returns / Change of Mind: The customer is responsible for paying all return shipping costs. Shipping fees are non-refundable.

  • Damaged, Faulty, or Incorrect Items: If you received a defective item or the wrong product, Lumi Avera will cover the full cost of return shipping or provide a replacement free of charge.

  • We strongly recommend using a trackable shipping service or purchasing shipping insurance when returning items, as we cannot guarantee receipt of returned goods without valid tracking.

6. Damaged, Defective, or Incorrect Deliveries

Please inspect your order immediately upon arrival. If your item is damaged in transit, defective, or if you receive the wrong product, contact us at lumiavera.store@outlook.com within 48 hours of delivery. Please include clear photos or videos of the issue along with your order number so we can promptly resolve the matter.

7. Refunds & Processing Time

  • Once your returned item is received and inspected by our quality assurance team, we will send you an email notification confirming receipt.

  • We will inform you whether your refund has been approved or rejected based on the condition of the item.

  • If approved, your refund will be processed automatically to your original method of payment within 5 to 10 business days. Please note that financial institutions may take additional time to post the refund to your account balance.

8. Order Processing, Tracking & Delivery

  • Dispatch & Tracking: All orders are processed promptly. Your tracking number will be sent to your email address within 48 hours of purchase.

  • Delivery Timeline: Standard tracked delivery takes up to 15 business days depending on the destination.

  • If your shipment experiences delays beyond the 15-business-day window, please reach out to our team at lumiavera.store@outlook.com for assistance.

9. Business & Contact Information

If you have any questions regarding our Return and Refund Policy, please reach out to us using our official contact details:

  • Store Name: Lumi Avera

  • Legal Owner / Representative: Thanh Duc Duong

  • Email: lumiavera.store@outlook.com

  • Phone: +61 2 9252 4614

  • Registered Address:

    5B Townview Road

    Mount Pritchard, NSW 2170

    Australia