Returns Policy

CHANGE OF MIND RETURNS

At Luminous, we pride ourselves in shopper confidence. Should you have a change of mind or are not satisfied with the product you have purchased from us, you have the option of returning the item within 30 calendar days of having received it. We cannot accept returns in the following situations:

  • Products that have been installed
  • Products that have not been returned in the exact condition in which they were sent out to you as we resell these products.
  • We cannot accept returns on Sale/Clearance items
  • Items that are imported especially for you.

Please contact us and we will provide you with a return shipping address. The buyer has to organise return shipping to us. Once we receive the returned items, we will fully refund or provide you with a store credit for the amount you paid for the order less any cost for shipping the items to you.

How to return an change of mind returns order

  1. Send an email to support@luminouspendantlighting.com.au with the following details
  2. Please enter RETURNS as your Subject
    1. Proof of Purchase. You must provide the tax invoice we emailed to you.
    2. Please specify in the email which of the following options you would like for a refund.
    Option 1: Full refund for the amount you paid for the order less any cost for shipping the items to you
    Option 2: Option 1: Store credit for the amount you paid for the order less any cost for shipping the items to you
    3. We will process the order and ask you to ship the product. (Please note that return shipping will be paid by you, the buyer).
    4. Once we have received your order we will fully refund your money or provide you with a store credit.

    DAMAGED OR FAULTY ITEMS/WARRANTY CLAIMS

    All items sold are generally covered by a minimum 12 months full manufacturer warranty with a few exceptions. Manufacturer’s Warranty is valid only within Australia and commences from the purchase date on your invoice. Most manufacturers require that their products are installed by qualified electricians and we highly recommend that you keep the receipt from your electrician in case it is required for a warranty claim. We works closely with suppliers to ensure all products have appropriate warranties. In this case we can claim a warranty with the supplier on your behalf

    We also provide free shipping insurance on all deliveries. Therefore, if you receive a damaged or faulty product, we will arrange for it to be replaced for you. A refund or store credit is only available if the product is no longer available. You must notify us of any damaged products within 7 days of receipt of your order. If you receive a damaged item, please email to support@luminouspendantlighting.com.au.

    Once we receive the returned items, we will replace, fully refund or provide you with a store credit (depending on the when the product was damaged) for the amount you paid for the order less any cost for shipping the items to you.

    How to return a faulty item or make a warranty claim

    1. Send an email to support@luminouspendantlighting.com.au with the following details
      1. Please enter WARRANTY CLAIM as your Subject
      2. Proof of Purchase. You must provide the tax invoice we emailed to you.
      3. Photos of the damaged item.
      4. Please specify in the email which of the following options you would like for a refund.
    Option 1: Full refund for the amount you paid for the order less any cost for shipping the items to you
    Option 2: Option 1: Store credit for the amount you paid for the order less any cost for shipping the items to you

    3. We will process the order and ask you to ship the product. (Please note that return shipping will be paid by you, the buyer)

    4. Once we have received your order we will fully refund your money or provide you with a store credit.

    Note: We will not be able to lodge a warranty claim when a fault occurs due to general wear and tear due to usage, damage or wear & tear which is caused by misuse, failure to use in accordance with manufacturer’s instructions, faults due to applying a lot of force, faults resulting from improper use (e.g. operating errors, mechanical damage, incorrect operating voltage) and any modification of product(s) effected by you or a third party.

    CANCELLATIONS

    You are entitled to cancel your order for any reason within 5 business days from date of purchase as long as the goods have not yet been dispatched from the warehouse. In this case we will refund your money in full.

    All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for the return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

    How to cancel an order

    1. Send an email to support@luminouspendantlighting.com.au with the following details
      1. Please enter CANCELLATIONS as your Subject
      2. Proof of Purchase. You must provide the tax invoice we emailed to you.
    2. We will fully refund your money or provide you with a store credit.

    LATE OR MISSING REFUNDS (IF APPLICABLE)

    If you haven’t received a refund yet, first check your bank account again.

    Then contact your credit card company, it may take some time before your refund is officially posted.

    Next contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of this and you still have not received your refund yet, please contact us at support@luminouspendantlighting.com.au.