Refund policy
Thank you for shopping with Beauty Luminella. We want you to love every product you receive. If something isn't right, here's how we can help.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty, or isn't what you ordered, please contact us as soon as possible, ideally within 7 days of delivery, atย ย with:
- your order number
- a short description of the issue
- photos of the product and its packaging
We'll arrange a replacement or a refund. We cover the cost of return shipping for damaged, faulty or incorrect items.
Change of mind
We accept change-of-mind returns on products that areย unused, unopened and in their original packaging, withinย 14 days of delivery. Once your return is received and checked, we'll issue a refund to your original payment method or store credit, whichever you prefer.
For change-of-mind returns, return shipping is at your cost. We recommend a tracked service, because we can't be responsible for returns lost in transit.
For hygiene and safety reasons, we can't accept change-of-mind returns or exchanges on skincare, makeup or cosmetic products that have been opened or used. This doesn't affect your rights if a product is faulty (see below).
How to start a return
- Emailย ย with your order number, the product(s) and the reason for your return.
- We'll reply with the return address and next steps.
- Please don't send items back before we've approved your return.
Refunds
Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may take a few extra days to show it.
Lost or delayed parcels
If your order hasn't arrived within the estimated delivery time, contact us and we'll work with Australia Post or the courier to resolve it.
Your rights under Australian Consumer Law
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 those rights.
Contact us
Questions about an order, return or refund? Emailย ย and we'll be happy to help.