- Returns Policy | Luma Babycare Australia | Stylish Baby Bath Sets
We want you to be totally satisfied with our products and service and there may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return and make it as easy as possible. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).
When to Return a Product?
You are entitled to a replacement, credit or refund where products have a major failure, such as:
- when it is faulty or
We are not required to replace your product if you simply change your mind.
Expenses relating to return of products
Any expenses relating to the return of your product to us will have to be paid by you. If an item has been purchased under our special free shipping offer, we will deduct the actual shipping cost incurred by us from your refund.
Some products may need to be assessed
We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment
Damaged on Arrival
From time to time some products may arrive damaged on arrival during transit to you. In this instance, we will require that you provide us with an image of the product to us via email within 3 days of delivery for us to determine whether a repair, replacement or exchange is appropriate.
Returning your online purchase
- We only accept returns within our Returns Policy.
- We are unable to refund the initial shipping cost of your order.
- Any shipping costs to return any products will be borne by the Purchaser.
- Items must be unworn or unused and in their original condition with tags still attached. All other items should be returned complete in their original packaging.
- All return packages must be shipped using tracking and supplied to us at the time of returning your product.
- All products must be returned within 7 days from the date of acceptance.
When will I be refunded?
Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and it is confirmed that it fits within our returns policy. This quality check can take up to a week. Once the return has been approved, it takes 1-2 days for the refund to be made back to your original method of payment less any shipping costs deducted by us.
Please note that the time taken for a payment services provider to provide you with your refund can vary depending on the provider.
In some cases a refund, replacement or repair may not be offered if you:
- substantially modify the product;
- misuse the product contrary to user instructions or packaging labels; or
- simply change your mind.
At any time you can discuss our Returns Policy with us by email.