Refund policy

Refund Policy

Studio Lume Supplies will issue a store credit (Credit-Note) for eligible returns, to be used online or in-store. All change-of-mind or wrong selection returns will be credited this way. Items that are non-returnable or do not comply with this policy will be returned to the customer at their cost.

It is the customer’s responsibility to pay all return shipping costs. Studio Lume Supplies does not refund original shipping charges. Customers must use a traceable delivery method for their returns; Studio Lume Supplies is not responsible for parcels lost or damaged in transit and will not issue credit or refunds in those cases.

Nothing in this Refund Policy limits or excludes your rights under Australian Consumer Law.

1. Eligibility

If you change your mind about a product or ordered the wrong item, you can take advantage of our 14-day return policy and request a store credit.

To be eligible:

• Item must be unused, unopened, undamaged, and in resalable condition

• The return must be lodged and sent back within 14 days of delivery

• You must contact Studio Lume Supplies and provide proof of purchase (order number or receipt)

Nothing in this policy removes or limits your rights under the Australian Consumer Law.

2. Exchanges

Studio Lume Supplies issues a Credit-Note (store credit) so you can re-purchase an alternative item.

If you need an urgent replacement, we recommend placing a new order for your desired item before returning the original. Once Studio Lume Supplies receives your return, we will issue the credit.

3. Refunds

Studio Lume Supplies does not offer refunds for change of mind or incorrect purchases.

Refunds are only available when the item is faulty or you received an incorrect product. Once eligibility is confirmed, a refund will be processed.

4. Order Cancellations / Unfulfilled Orders

If your order has not yet been fulfilled and you request a cancellation, Studio Lume Supplies may provide a refund minus the transaction and processing fees incurred, where permitted by law.

5. Faulty Items

If you believe you have received a faulty, damaged, or incorrect item, please contact Studio Lume Supplies as soon as reasonably possible after delivery.

To assess your claim, you may be required to provide:

• Clear photos or video showing the issue (including packaging)

• A description of the fault

• Your order number

Studio Lume Supplies cannot offer refunds, replacements, or credits without sufficient evidence to assess the issue. This protects both you as the customer and us as the supplier.

Items that have been opened, used, or mostly/fully consumed will not be considered faulty unless a manufacturing defect is clearly demonstrated.

If a return is approved, Studio Lume Supplies may request the item to be returned prior to providing a resolution. For confirmed faulty or incorrect items, return postage costs will be covered by Studio Lume Supplies.

6. Processing Time Frames

Once a returned item reaches Studio Lume Supplies, we will inspect it to ensure eligibility. Within 10 days, we will issue a Credit-Note or determine if a refund is due.

If a refund is approved, it will be processed within 10 business days of receiving the item. Credit-Note codes will be emailed and will remain valid for 3 months.

7. AfterPay / Buy Now Pay Later

Returns made under AfterPay or similar services follow the same Studio Lume Supplies policy. Your repayment agreement with the provider still applies.

8. How to Make a Return

Ensure your item meets eligibility, then contact our Customer Service team to receive return instructions and authorisation.

International customers must:

• Mail the item back to Studio Lume Supplies with proof of purchase and order number

• Package the item securely to prevent damage in transit

9. Consumer Guarantees

Under Australian Consumer Law, you may have rights to a repair, replacement, or refund if a product is faulty, unsafe, not as described, or unfit for purpose. This does not cover damage caused by misuse or abnormal wear.

For major failures, you may reject the item and choose a refund or replacement. For minor failures, Studio Lume Supplies may offer repair, replacement, or refund.

10. Shipping and Delivery

• All orders are shipped via standard post

• Rural or remote areas may take an extra 1–3 business days

• Transit time is typically 1–7 business days within Australia or up to 10 business days internationally

If you haven’t received your order within these timeframes, contact Studio Lume Supplies with your order number.

Once a parcel is marked as delivered by the courier, Studio Lume Supplies is not responsible for lost or stolen packages, except where required under Australian Consumer Law.

11. Sales and Pre-Orders

• All sale items are final, except where required under Australian Consumer Law.

• Pre-orders cannot be cancelled once processed

• If an incorrect shipping address is provided and the order is returned to Studio Lume Supplies, the customer must pay to have it re-shipped

Contact

For any questions regarding returns, refunds, or faulty items, please email info@studiolume.com.au