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FREE SHIPPING ON ORDERS OVER AUD $99

Shipping policy

Returns & Refunds

At Lumakind, your comfort, privacy and safety matter to us. Because we sell intimate wellness products, we take hygiene seriously and follow strict return conditions.

Change of Mind Returns

Due to the intimate nature of our products, we cannot accept returns or exchanges for items that have been opened, used, unsealed or removed from their original packaging.

You may be eligible for a change of mind return if:

  • The item is unopened and unused
  • The original seal and packaging are intact
  • The item is in resellable condition
  • You contact us within 14 days of receiving your order
  • Your return request is approved by our customer support team before the item is sent back

Please do not send any item back to us without contacting us first. Unapproved returns may not be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns or exchanges on:

  • Opened intimate wellness products
  • Used products
  • Products with broken hygiene seals
  • Lubricants, toy cleaners or intimate care products that have been opened
  • Gift cards
  • Final sale or clearance items, unless faulty

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with:

  • Your order number
  • A clear description of the issue
  • Photos or videos where appropriate

We will assess the issue and provide a suitable solution in accordance with Australian Consumer Law. Depending on the situation, this may include a replacement, store credit, refund or another appropriate remedy.

Refunds

Once your approved return has been received and inspected, we will notify you of the outcome. If your refund is approved, it will be processed back to your original payment method.

Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.

Return Shipping Costs

For change of mind returns, customers are responsible for return shipping costs.

If your item is confirmed to be faulty, damaged or incorrect, we will assist you with the next steps in accordance with Australian Consumer Law.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. If your order has not yet been processed or dispatched, we will do our best to assist. Once an order has been dispatched, it cannot be cancelled and will be handled according to this Returns & Refunds Policy.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under Australian Consumer Law. You are entitled to a remedy if a product is faulty, not as described, not fit for purpose or does not meet consumer guarantees.

Contact Us

If you have any questions about returns or refunds, please contact our support team before sending any item back.hello@lumakind.com