Refund policy

Last updated: July 9th, 2026

RETURNS & REFUNDS POLICY

Your satisfaction matters to us, and we want you to shop with complete confidence. If you have any questions about a product prior to purchasing, we encourage you to get in touch — our team is always happy to help with additional details before you commit to a purchase.

At Lumix, all returns and refunds are managed in accordance with applicable consumer protection legislation, including the Australian Consumer Law for Australian customers, applicable federal and state consumer protection laws for US customers, the Consumer Guarantees Act for New Zealand customers, applicable federal, provincial, and territorial consumer protection laws for Canadian customers, and the Consumer Rights Act 2015 and applicable distance-selling regulations for customers in the United Kingdom.

For any questions regarding our return policy, our customer service team is available at support@buylumix.com and will work to address your concerns promptly and effectively.

RETURN PROCESS

We are only able to accept returns where an item is confirmed to be faulty, damaged, or significantly different from its description (refer to Product FAQs below). If your item arrives damaged, defective, or incorrect, you must contact us within 5 days of delivery to be eligible.

Should you receive a product that is faulty, damaged in transit, or not as described, please reach out to our support team at support@buylumix.com. To help us process your claim as efficiently as possible, please have your order number ready along with a written description of the issue, supported by clear photos and a video of the item, its packaging, and the shipping label.

A member of our Customer Service team will be in touch as soon as possible with the relevant instructions and, where required, a return authorisation.

Upon approval of your return, please dispatch the item using a tracked postal or courier service and send us the tracking number. Should the item be confirmed as faulty or damaged following inspection, we will reimburse you for any reasonable return postage costs incurred. Please hold onto your postage receipts to ensure these expenses can be refunded to you.

Where a return label is issued by Lumix, you will have 10 days to drop the parcel off at your nearest post office. Returns not lodged within this period may be declined at our discretion. Please be aware that bulky items must be taken to the nearest designated delivery point or depot.

It is the customer's responsibility to retain the return label tracking receipt as proof of postage. Should proof of return not be available and the item not reach us, we will be unable to process a refund.

DAMAGED ITEMS

Should your order arrive in a damaged condition or differ from its description, you have 5 days from the date of delivery to qualify for a return and replacement. This applies to all orders delivered to Australia, the United States, Canada, New Zealand, and the United Kingdom.

We ask that all items are thoroughly checked upon receipt. Even if you are not planning to install or assemble your purchase straight away, every item must be unboxed and inspected for damage within 5 days of delivery. If you are travelling or otherwise unable to inspect the delivery yourself, please make arrangements for another person to do so on your behalf.

Claims for physical damage will not be accepted where we are notified more than 5 days after the delivery date. If we are not informed within this timeframe, the goods will be considered accepted by the customer, who will forfeit the right to raise claims relating to damage, errors, or shortages, except where otherwise required by law.

Please note that items found to have manufacturing defects, missing components, or faults that existed prior to dispatch are assessed under a separate process to those damaged by a carrier during delivery.

REPAIR & REFUND PROCESS

If the goods you purchased from Lumix are found to be defective, damaged in transit, or not as described, you must follow the return process outlined above. You may request:

  • A replacement with a fault-free item

  • A price reduction or partial refund

  • A store credit

  • A full refund, if a replacement is not possible due to stock availability or technical issues

Where an issue is not considered major, Lumix reserves the right to arrange professional repair services at no cost to the customer.

In the event of a full refund, Lumix will return all payments received without delay, and no later than 10 business days from the date the returned package is received. Once your return is received and inspected, we will notify you by email of our decision regarding approval or rejection of your refund.

Refunds will be issued using the same payment method used in the original transaction, unless otherwise agreed. The customer will not incur any fees in connection with this refund.

CONDITIONS FOR RETURN

All items submitted for return must be in their original, unused condition exactly as received — unworn, unassembled, with all tags intact, and accompanied by any accessories, manuals, documentation, and original packaging.

The responsibility of ensuring returned items are adequately packaged for transit rests with the customer. In the event that a returned product is received in an unsatisfactory state or sustains damage as a result of insufficient packaging, Lumix reserves the right to decline the refund.

NON-RETURNABLE ITEMS

The following items are non-returnable:

  • Pre-orders and custom-made products ordered from the manufacturer to the customer's specifications

  • Textile and hygiene products (e.g. bean bag chairs, towels, cushion covers, bedding, or rugs) — unless unopened with the original seal intact

  • Items purchased through third-party retailers

  • Open Box products

  • Products damaged through customer mishandling

  • Gift cards

ORDER CANCELLATIONS

By placing an order, the customer acknowledges commitment to the purchase and confirms that all details provided at checkout — including the delivery address — are accurate and complete. Once an order has been dispatched, we are unable to cancel, halt, or reverse the transaction unless express approval is granted by our customer service team. All cancellation requests must be received within 2 hours of the order being placed.

In circumstances where Lumix agrees to approve a cancellation request outside of this standard window, the customer will be responsible for covering any non-refundable fees levied by the payment gateway and relevant financial institutions. A fixed cancellation and processing fee of USD $40 for orders placed in US dollars, AUD $60 for orders placed in Australian dollars, CAD $60 for orders placed in Canadian dollars, NZD $70 for orders placed in New Zealand dollars, or GBP £30 for orders placed in British pounds — determined by the currency of the original transaction — will be deducted from the returned amount. These are fixed fees for each currency and are not intended to be direct conversions of one another.

We make every effort to maintain accurate stock availability on our website. In the rare instance that an item displayed as available is no longer in stock, the order will be cancelled, a full refund will be automatically issued, and the customer will be notified without delay.

Once an order has left our facility and is with the carrier, cancellation is no longer an option. Transit delays are a normal part of the shipping process and should not be interpreted as an indication that a parcel has been lost. Regrettably, we are unable to process refunds or cancellations on the basis of carrier delays, as these circumstances fall outside of our control.

DELIVERY ADDRESS

It is the customer's obligation to supply an accurate and complete delivery address at the time of checkout. Lumix will not be held liable for any delays that arise as a direct result of an address being entered incorrectly. Should a carrier return an order owing to an invalid address, the customer will be asked to supply a correct and complete address before redelivery can be arranged. Any costs incurred as a consequence of an incorrect address provided by the customer will be the customer's responsibility to cover.

Where an order has been successfully delivered to the address submitted at checkout, and that address was found to be incorrect or incomplete resulting in the parcel going missing, Lumix cannot be held accountable for the loss.

For orders delivered to Australia, the United States, Canada, New Zealand, and the United Kingdom, parcels that are returned to sender due to an invalid or incomplete shipping address, or following a failed delivery attempt, may be returned, abandoned, destroyed, or otherwise disposed of by the carrier or relevant customs or government authorities where applicable. Under these circumstances, Lumix accepts no liability for the loss, and no refund, replacement, or cancellation will be made available where the issue resulted from an incorrect address provided by the customer or the parcel was not collected or accepted.

We strongly advise reviewing all order details and confirming your shipping address carefully prior to finalising your purchase, in order to prevent unnecessary delays or additional charges. We recommend selecting a secure location for all deliveries.

CHANGE OF MIND RETURNS

Change of mind returns are not something we are able to accommodate. All sales are final, and we are unable to offer refunds or credits where a purchase no longer suits your needs or preferences.

Customers are solely responsible for confirming that any lighting fixture is appropriate for its intended use prior to purchasing, including ensuring compatibility with existing wall brackets, electrical connections, and installation specifications. Lumix will not be held liable in circumstances where a fixture cannot be installed due to site-specific conditions or electrical limitations that were not disclosed at the time of purchase.

If your order arrives damaged or you have received an incorrect item, please get in touch with us at support@buylumix.com within 5 days of delivery and our team will arrange a suitable resolution.

WARRANTY

All Lumix lighting products come with a 2-year warranty covering manufacturing defects and faults that existed prior to or at the time of dispatch. This warranty does not cover damage caused by misuse, improper installation, or normal wear and tear. To make a warranty claim, please contact us at support@buylumix.com with your order number, a description of the fault, and supporting photos or video. Warranty claims are assessed in accordance with our return process and applicable consumer protection legislation.

PRODUCT FAQs

We take great care in presenting our products as accurately as possible. That said, minor variations in grain, texture, colour, and sizing are inherent to the nature of our products, particularly those that are handmade, and as such do not constitute valid grounds for a refund. All stated dimensions are approximate and may be subject to slight variance as a natural result of the manufacturing process.

The appearance of a product when viewed in person may differ subtly from how it appears in photography, as images are subject to the influence of studio lighting and screen display settings. These visual differences are not regarded as product defects. Should you have any uncertainty regarding the colour or finish of a particular item, we welcome you to reach out to our team — we are glad to supply further imagery to assist you in making a confident purchasing decision.

Materials sourced from nature, including timber, jute, rattan, travertine, and marble, are each subject to their own individual variations in grain, colour, dimensions, and texture. Such characteristics are an intrinsic quality of the material itself and are not indicative of a fault, nor do they give rise to a claim under our returns policy. Similarly, products that are handcrafted by nature carry their own unique qualities and irregularities, which are to be expected and are not classified as defects.

PRODUCT INFORMATION & LIABILITY DISCLAIMER

Lumix acts as a retailer and reseller of products manufactured by third-party suppliers and manufacturers. While we take reasonable steps to verify product information, Lumix does not independently test or certify every product and cannot guarantee the accuracy, completeness, or ongoing validity of manufacturer-supplied information.

All electrical products should be installed by a licensed electrician and used in accordance with applicable local regulations and manufacturer instructions. Customers are responsible for ensuring products are suitable for their intended application and comply with any project-specific requirements prior to installation.

Contact Us

Store Name: Lumix

Email: support@buylumix.com

Address: 44 Cook St, Randwick NSW 2031, Australia

Phone: +61 409 664 109

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM Australian Eastern Time

We aim to respond within 24 business hours, Monday to Friday. Messages received outside business hours or on weekends will be answered on the next business day, Monday for weekend messages.