Refund policy

Lume Skinlabs Pty Ltd
Last updated: 19 January 2026

At Lume Skinlabs, we comply fully with the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL.

This policy outlines when you are entitled to a refund, replacement, or exchange, and when returns are not accepted.

Australian Consumer Law Guarantees

Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product:

  • Is faulty or defective

  • Is not of acceptable quality

  • Is unsafe

  • Does not match its description

You are entitled to a refund or replacement for a major failure, and to have the product repaired or replaced for a minor failure.

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

Change of Mind Returns

Due to the personal and hygienic nature of our products, we do not accept change-of-mind returns on any opened, used, or worn products.

We may, at our discretion, accept a change-of-mind return only if:

  • The product is unopened, unused, and in original sealed packaging

  • The return request is made within 14 days of delivery

  • Proof of purchase is provided

Shipping costs are non-refundable, and return postage is the responsibility of the customer.

Hygiene & Personal Use Products

For health and safety reasons, used or opened cosmetic products cannot be returned, unless the product is faulty or does not meet consumer guarantees under Australian Consumer Law.

Reusable silicone patches are considered personal use items and cannot be resold once opened.

Faulty or Incorrect Items

If you receive a product that is faulty, damaged, or incorrect, please contact us within 7 days of delivery at:

📧 hello@lumeskinlabs.com.au

Please include:

  • Your order number

  • A description of the issue

  • Clear photos showing the fault or damage

Once assessed, we will arrange a replacement, repair, or refund in accordance with Australian Consumer Law.

Refunds

Approved refunds will be processed back to the original payment method used at checkout.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Return Shipping

Where a return is required:

  • Customers are responsible for return shipping unless the item is faulty or incorrect

  • We recommend using a trackable shipping service

  • Lume Skinlabs is not responsible for lost return parcels

What Is Not Covered

Refunds or returns will not be provided for:

  • Change of mind on opened or used products

  • Normal wear and tear

  • Damage caused by misuse, incorrect application, or failure to follow care instructions

  • Reactions due to known sensitivities or allergies

Contact Us

For any questions regarding returns or refunds, please contact: support@lumeskinlabs.com.auÂ