LUMA Cosmetics hopes you are happy with your order. If, however, you are not completely satisfied with your purchase, we will fully refund or replace any un-opened and intact product purchased, and any opened product that is found to be faulty, damaged or has caused a skin reaction.
To return or exchange any unopened and intact LUMA Cosmetics product purchased via the LUMA Cosmetics Website due to change of mind, simply ensure that:
- Products are unopened, intact and un-used.
- Products are sent back within 7 days from original receipt of goods.
- Your proof of purchase / order number is included in the return.
Failure to meet with these conditions will result in an exchange or refund being denied. Refunds will be processed in the same form that you originally paid for your order as soon as possible upon receipt of the returned products. The total value of the refund will equal the payment made for the goods purchased, excluding shipping and any other relevant fees.
Regrettably, we cannot offer a refund or exchange any product has been opened and used unless the product is faulty or defective, or has caused a skin reaction. If you believe the product is faulty/defective in any way (colour, texture, smell), or if you experience a skin reaction, you may request an exchange of opened product. To arrange the return for a faulty or defective product, please contact our Customer Care Team by emailing firstname.lastname@example.org. Be sure to include in your email address, your name, order number and name of product, along with the reason you believe the product is faulty. Upon receipt of your email, a customer service representative will email you a return authorisation number and inform you where to send the faulty product. LUMA Cosmetics will exchange a faulty/defective product, if it is found there was a production error. If it is found that the product is faulty, the product will be replaced (the same size and value of the original product ordered) and the exchange shipping will be paid for by LUMA Cosmetics. If it is found that the product is NOT faulty, the customer will be charged the shipping fees.
Promotion or Product Part of a Gift Pack
If the products you wish to return were purchased at a promotional cost, the credit refund will be no more than the price paid for the products at the time of purchase. All goods must be returned in a new and unused condition within 7 days from the receipt of your order. No refunds or replacements will be given if the packaging has been opened and the product has been used, damaged or tampered with. In the case of gift packs (ie: Get the LUMA Look) the entire pack must be returned intact. Individual products will not be refunded.
Please be sure to return your products to the address below –
Customer Returns LUMA
Cosmetics PO BOX 1809
BONDI JUNCTION 1355
Cancellations and Changes to Online Orders
LUMA Cosmetics endeavors to arrange the dispatch of your order as soon as we receive it. If you have changed your mind about your order and would like to cancel or change it, please email email@example.com as soon as possible, quoting your order number. If your order has already entered the dispatch process, unfortunately, it cannot be changed or cancelled.
If you have received your order from LUMA Cosmetics in error, please email firstname.lastname@example.org and include your order number, so that we can arrange to have the correct products sent to you and the incorrect products returned to LUMA Cosmetics. We will endeavor to dispatch the correct replacement for any incorrect product within 2 working days of receipt of return of the incorrect products. Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition. Please note that all claims will be honoured at the discretion of LUMA Cosmetics and LUMA Cosmetics reserves the right to refuse to refund or replace any customer claims when returns are excessive and it appears that the policy is being manipulated or abused.
We deliver to all destinations within Australia, based on the following estimated delivery times and fees: 3-5 working days - $10.00 basic shipping. Complimentary basic shipping is available on all orders over $49.00 in Australia Orders must be placed by 1pm AEST to start processing on the same day. Processing time usually takes 1 business day.
Delivery times are based on orders placed between Monday – Friday. Most destinations in Australia will receive items within 5 working days on basic shipping. Please take into account remote destinations in Australia, which may take an additional 1-2 days.
International shipping is available, based on the following estimated delivery times and fees: 5-10 working days - $20.00 basic shipping Deliveries are made during normal business hours and must be signed for. All imported goods are subject to assessment for import taxes and charges even if you imported those goods for your own use. Complementary basic shipping is not available for international orders. We endeavor to dispatch international orders within two working days of receiving your order. Most destinations worldwide will be delivered to within 5-10 working days, however remote destinations may take up to 15-20 working days depending on customs regulations within your country. Unfortunately, LUMA Cosmetics cannot guarantee exact shipping windows. Each shipment is different and will vary from country to country. Each country has specific regulations about what can (and cannot) be imported and what customs duties and taxes they will levy. It is your responsibility to carry out your own due diligence to understand the import taxes that will be levied by your country by contacting your local authorities. LUMA Cosmetics will not be liable for any additional charges levied as a result of any import tax which may be applied. In some countries products may be undeliverable. In the event that this happens, LUMA Cosmetics will refund the total value of the products to the customer, excluding freight and any other relevant fees.
Privacy & Security
At LUMA Cosmetics, we want your online shopping experience to be as hassle free and safe as possible. We have, therefore, gone to great measures and installed security programs to ensure all information used on our website is kept private.
All of your personal data (name, address, credit card number) will be kept secure, so it cannot be read by anyone over the Internet. We are bound by the Commonwealth Privacy Act 1988, which set out a number of principles concerning the protection of your personal information. LUMA Cosmetics will not sell, rent or disseminate your personal information to other parties. We guarantee that every online transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store.
Liability of LUMA Cosmetics
Please check all your order details carefully before processing your order. LUMA Cosmetics will not take responsibility for any product lost or stolen that is addressed incorrectly due to incorrect information entered on your order form.
Review of Terms
These Terms and Conditions are subject to change from time to time without notice. Each order or transaction will be governed by the terms and conditions in force upon the date of that transaction.
Returns & Exchanges from Other Retailers
For purchases made other than via www.lumacosmetics.com.au please consult with the retailer where you purchased the product for their return and exchange policy. We are unable to accept returns or exchanges of product unless it was purchased through www.lumacosmetics.com.au.