Refund policy

 

Last updated: March 27, 2026

At Lumina Supply (www.lumina-supply.com), your satisfaction is our priority. This policy outlines our terms for returns, refunds, and cancellations in accordance with the Australian Consumer Law (ACL).

1. 30-Day Return Period

You may request a return within 30 days of the delivery date.

  • How to Start: To initiate a return, contact our support team at info@lumina-supply.com.
  • Approval: All returns must be pre-approved. We will provide you with the correct return warehouse address and instructions once your request is reviewed.
  • Important: Our registered office in Ottawa is an administrative suite and is not a return center. Items sent there without authorization cannot be processed or refunded.

2. Return Shipping Costs

  • Change of Mind: If you wish to return an item for personal reasons (e.g., wrong choice or change of mind), the return shipping costs are the responsibility of the customer.
  • Faulty or Incorrect Items: If a product is faulty, damaged, or does not match the description, Lumina Supply will cover 100% of the return shipping costs or provide a prepaid label.
  • Restocking Fees: We do not charge any restocking or administrative fees ($0.00).

3. Australian Consumer Law Notice

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure. If the failure is not major, you are still entitled to have the goods repaired or replaced.

4. Condition of Returned Items

  • Items must be returned in their original packaging, including all accessories and manuals.
  • Products must be unused and in their original condition.
  • If items are returned damaged or used beyond what is necessary for reasonable inspection, a partial refund or depreciation deduction may apply as permitted by law.

5. Refunds

  • Inspection: Once we receive your return, it will be inspected within 3 business days.
  • Issuance: Approved refunds are processed within 7 business days to the original payment method used at checkout.
  • Confirmation: You will receive an email confirmation once the refund has been finalized.

6. Order Changes and Cancellations

  • Exchanges: We accept exchanges. Please contact us immediately if you need to change your order.
  • Cut-off Time: We process orders quickly. The daily cut-off time for changes or cancellations is 08:00 PM (AEST). Once an order has entered the logistics phase, changes cannot be guaranteed.

Company Information & Contact

  • Store Name: Lumina Supply
  • Website: www.lumina-supply.com
  • Email: info@lumina-supply.com
  • Administrative Address (No Returns): 2210 Bank Street 1034, Ottawa, ON K1V 1J5, Canada
  • Support Hours: Monday – Friday, 09:00 AM – 05:00 PM (AEST)