Returns & Refunds

Overview

At Lumendoo, you've got 30 days to return your order. You're welcome to cancel your purchase without giving a reason within 30 days of the day you (or someone you've nominated) received the product. After this period, we're unfortunately unable to offer a refund or exchange.

Return conditions

For a return to be accepted, the product needs to meet the following:

– It's unused and in the same condition as when you received it
– It's in its original packaging, with all accessories included
– Proof of purchase is included, such as your order number or invoice

Returns can't be sent straight to the manufacturer or without getting in touch with us first.

Get in touch before returning

Before sending anything back, please always contact our customer service team first at info@lumendoo.com. Once you've reached out, we'll send you clear instructions on the next steps along with the return address. Returns sent without contacting us first can't be processed.

How returns work

Returning your order is easy — just six steps:

Get in touch within 30 days of receiving your order at info@lumendoo.com
Let us know your order number, the product you'd like to return and the reason
You'll receive an email confirmation along with detailed return instructions
Send the product back within 14 days of approval
Hold onto your postage receipt in case any questions come up
Once we've received and checked your return, we'll let you know by email

Return address (after approval)

Turnstraat 22
3078 ZM Rotterdam
Netherlands

Return postage is at your own expense. We recommend using a tracked service.

Exceptions to returns

The following products can't be returned:

– Hygiene and intimate products where the seal has been broken
– Health and personal care products where the packaging has been opened
– Digital products, software and licences
– Gift cards
– Hazardous materials, flammable liquids or gases
– Custom-made or personalised products
– Sale or discounted items, where this was clearly stated at the time of purchase

Partial refunds

A partial refund may be offered in the following cases:

– The product shows signs of use
– The product isn't in its original condition
– Parts or accessories are missing
– The product has been damaged by the customer
– The return was made after the deadline

Refunds

Once we've received and checked your return, we'll email you to let you know whether it's been approved or declined. If approved, we'll refund the full amount within 5 business days to your original payment method. Original shipping costs aren't refunded.

Please keep in mind that processing times can vary depending on your bank or payment provider — it can take up to 14 days for the funds to show in your account.

Exchanges

We only exchange products where there's a manufacturing fault or damage that happened during transit. If that's the case, get in touch within 48 hours of receiving your parcel at info@lumendoo.com and include clear photos of the product and packaging. We'll treat your request as a priority.

Return costs & responsibility

Return postage is at your own expense and isn't refunded. You're responsible for the parcel until it reaches us. We recommend using a tracked or insured service, as we can't guarantee your return has arrived without proof of postage.

Uncollected or unclaimed parcels

If a parcel isn't collected or accepted, it doesn't always come back to us automatically. In these cases, we can't guarantee a full refund. Any postage costs we've incurred may be deducted from your refund.

Your rights under the Australian Consumer Law

Our returns policy applies alongside your rights under the Australian Consumer Law. Our goods come with guarantees that can't be excluded under the ACL — you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they aren't of acceptable quality. The 30-day return period above is offered in addition to these rights and doesn't limit them in any way.

Complaints

If you have a complaint about your order or a return, please get in touch with us first at info@lumendoo.com. We'll always do our best to sort things out with you directly.

Need a hand?

Got questions about returns or your right to cancel? Just reach out at info@lumendoo.com. We're happy to help and usually reply within 24 hours on business days.

Customer service hours:
Monday – Friday: 9:00 am – 6:00 pm
Saturday – Sunday: 9:00 am – 5:00 pm