Refund policy
Refund policy
Last updated: May 6, 2026
At Lumix, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we're here to help. Lumix is an Australian-based business that serves customers in Australia and the United States.
Contact: support@buylumix.com
30-Day Return Window
You have 30 days from the date you received your order to request a return. To be eligible, your item must be:
Unused and in its original condition
Returned with all accessories, inserts, tags, and original packaging
Accompanied by your receipt or proof of purchase
To start a return, email us at support@buylumix.com with your order number and reason for the return. Once your return is approved, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Return Shipping Costs
As we offer free shipping on all orders, there is no original shipping charge to refund. If a return is approved for change-of-mind reasons, the customer is responsible for return shipping costs.
For items that arrive damaged, defective, or incorrect, Lumix will cover the cost of return shipping.
We do not charge any restocking fees.
Damages and Faulty Items
Please inspect your order as soon as you receive it. If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at support@buylumix.com. Include clear photos or a short video showing the issue so we can assess it promptly.
Once we verify the problem, we will arrange either a full replacement or a full refund at no cost to you.
Refund Process
Once we receive and inspect your return, we will notify you by email whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
US customers will receive refunds in USD. Australian customers will receive refunds in AUD.
Please allow additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please first check with your bank, then contact us at support@buylumix.com and we will assist you.
Exchanges
If you would like to exchange an item, the fastest way is to return your original item and place a new order once the return is accepted.
Contact us at support@buylumix.com and we will guide you through the process.
Non-Returnable Items
We cannot accept returns for:
Items that show signs of use or wear
Items missing accessories, tags, or original packaging
Products returned outside the 30-day return window
Items marked as final sale or gift cards
Consumer Rights
For US customers: Your rights as a consumer are protected under applicable US federal and state consumer protection laws. Nothing in this policy limits or excludes any rights you may have under applicable US consumer protection legislation.
For Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law.
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.