1. Change of Mind

Because our products are fulfilled through third-party suppliers and shipped directly from the manufacturer, we do not offer refunds or returns for change of mind.

Please choose carefully before completing your purchase.

 

2. Damaged, Faulty, or Incorrect Items

If your item arrives:

• Damaged

• Faulty

• Incorrect

• Not as described

you are eligible for a replacement or refund.

 

To qualify, you must contact us within 7 days of delivery and include:

1. Your order number

2. A description of the issue

3. Clear photos or video showing the problem

Once we confirm the issue, we will provide either:

• A replacement item at no extra cost, or

• A refund to your original payment method

Replacements are prioritised wherever possible.

 

3. Missing or Lost Orders

 

3.1 Tracking Shows “Delivered” but You Didn’t Receive It

If the tracking status shows "Delivered" but the order was not received, please:

• Check with neighbours or household members

• Confirm the address entered at checkout

• Contact your local postal carrier

If the package is still not located, contact us and we will assist with an investigation.
Refunds may not be available if the address provided was incorrect.

 

3.2 Package Lost in Transit

If carriers confirm the package is lost during transit, we will issue:

• A free replacement, or

• A refund

depending on your preference.

 

4. Order Cancellations

Orders can only be cancelled before they are processed by our warehouse.

Because we use dropshipping suppliers, orders usually begin processing within 1–4 hours of purchase.

If the order has already been processed, shipped, or assigned a tracking number, we cannot cancel it.

 

5. Returning Items

In most cases, returns are not required due to international shipping costs and supplier policies.

If a supplier requests the item returned, we will provide their return address and instructions.
Customers are responsible for return shipping unless the item was defective or incorrectly sent.

Returned items must be:

• Unused

• In original condition

• With original packaging

 

6. Refund Processing Time

Once a refund is approved:

• Refunds are issued to the original payment method

• Processing time: 3–10 business days depending on your bank or payment platform

You will receive a confirmation email once your refund has been processed.

 

7. International Customers

Different countries may have consumer protection laws.
Where required by law, we will comply with your local consumer rights regulations.

 

8. Non-Refundable Items

Refunds cannot be issued for:

• Change of mind

• Incorrect address entered by the customer

• Unsuccessful deliveries due to customer unavailability

• Delays caused by customs, weather, or carrier issues

• Items returned without contacting us first

 

9. How to Request a Refund or Replacement

Please contact our team at:

Email: (insert email)
Subject Line: Refund/Replacement Request – Order #(your order number)

Include:

• Full name

• Order number

• Reason for the request

• Photos or video evidence (if applicable)

We aim to respond within 24 hours.

 

10. Contact Us

For questions about this policy, please reach out to our support team:

LumoLable Customer Support
Email: lumolabel@gmail.com

Country: Australia

​