Return & Refund Policy
SHIPPING & RETURNS POLICY
Last updated: June 2026
We want you to love every product you receive. If something isn't right, we're here to make it right. Please read this policy so you know exactly what to expect from the moment you order to the moment it arrives at your door.
SHIPPING
Where we ship
We currently ship to Australia, the United States, the United Kingdom, Canada, New Zealand, and most of Europe. If your country is not listed at checkout, please contact us and we'll do our best to accommodate your order.
Processing time
All orders are processed within 1–3 business days of payment confirmation. You will receive an email confirmation when your order has been dispatched, including your tracking number. Orders placed on weekends or public holidays are processed on the next available business day.
Delivery timeframes
Standard International: 10–20 business days — Free on orders over $35
Expedited International: 7–12 business days — Calculated at checkout
Express International: 5–8 business days — Calculated at checkout
Delivery timeframes are estimates and not guaranteed. Delays can occur due to customs processing, public holidays, or carrier volume. We appreciate your patience — your order is on its way.
Tracking your order
Once your order ships you will receive a tracking email with a link to follow your package in real time. Tracking information may take 2–5 business days to update after dispatch while the package is in transit between facilities. This is completely normal and does not mean your order is lost.
Customs, duties and taxes
Our products ship from overseas. Your order may be subject to import duties, customs fees, or taxes imposed by your country upon arrival. These charges are the responsibility of the customer and are not included in our product or shipping prices. We are not responsible for delays caused by customs clearance.
RETURNS & EXCHANGES
Our 30-day satisfaction guarantee
We stand behind every product we sell. If you are not completely satisfied with your purchase for any reason, you may return it within 30 days of delivery for a full refund or exchange — no questions asked. No restocking fees. We cover return shipping on all faulty items.
Conditions for return
To be eligible for a return your item must meet the following conditions:
- Returned within 30 days of the delivery date
- In its original condition — unused, undamaged, and in original packaging where possible
- Accompanied by your order number or proof of purchase
The following items are not eligible for return:
- Items returned more than 30 days after delivery
- Items that have been visibly damaged by misuse or improper handling
- Items marked as final sale at the time of purchase
How to start a return
Contact our support team at lumivohq@outlook.com with your order number, the reason for your return, and a photo of the item if it is damaged or faulty. We will respond within 1–2 business days with return instructions. Please do not send items back without contacting us first.
Refunds
Once your return is received and inspected we will process your refund within 3–5 business days. Refunds are issued to the original payment method. Please allow an additional 3–7 business days for your bank or payment provider to process the credit back to your account. If your refund has not appeared after 10 business days please contact us at lumivohq@outlook.com and we will investigate immediately.
Faulty or damaged items
If your item arrives damaged, defective, or not as described please contact us within 7 days of delivery at lumivohq@outlook.com with a photo and your order number. We will send you a replacement at no cost or issue a full refund — your choice. We cover all return shipping costs for faulty or incorrectly sent items.
Lost or missing orders
If your tracking shows delivered but you have not received your package, please check with neighbours and any safe drop locations, check your building's mailroom or reception if applicable, and allow 2 additional business days as carriers occasionally mark items delivered early. If your order is still missing after these steps please contact us at lumivohq@outlook.com and we will lodge an investigation with the carrier. If the order cannot be located we will send a replacement or issue a full refund.
Exchanges
Contact us at lumivohq@outlook.com within 30 days of delivery and we'll arrange an exchange. The fastest way to exchange is to return your original item for a refund and place a new order — this ensures you receive your new item as quickly as possible.
ORDER CANCELLATIONS
Orders can be cancelled within 12 hours of placement for a full refund. After 12 hours your order may already be in processing or dispatch and we cannot guarantee cancellation. Contact us immediately at lumivohq@outlook.com if you need to cancel and we will do everything we can to assist.
FREQUENTLY ASKED QUESTIONS
Why does delivery take longer than Amazon?
Unlike large marketplaces with local warehouses, our products ship directly from our suppliers to you — cutting out the middleman and keeping our prices significantly lower. The trade-off is a slightly longer delivery window. We always provide tracking so you can follow your order every step of the way.
My tracking hasn't updated in a few days — is my order lost?
No. This is completely normal. Tracking often shows no movement for 3–7 days while your package is in transit between international sorting facilities. As long as your tracking shows the order was dispatched it is on its way. If tracking has shown no movement for more than 15 business days please contact us at lumivohq@outlook.com.
Will I be charged customs fees?
This depends on your country and the order value. Many orders pass through customs without any charges. However we cannot predict or control customs fees — if you are charged, these fees are the responsibility of the customer.
Can I return a product I've already used?
If the product is faulty or not as described — absolutely yes. If you simply changed your mind after using the product we assess returns on a case-by-case basis. Contact us at lumivohq@outlook.com and we'll always try to find a fair solution.
How long does a refund take to appear in my account?
We process refunds within 3–5 business days of receiving your return. Your bank or payment provider then takes an additional 3–7 business days to credit your account. PayPal refunds typically appear within 24–48 hours.
CONTACT US
Our customer support team is available Monday to Friday, 9am to 5pm ACST. We aim to respond to all enquiries within 24 hours on business days.
Email: lumivohq@outlook.com