Refund policy
At Lume, we’re here to help you find what feels right for your skin, your routine, and your wellbeing. Our knowledgeable team is always available to guide you toward the products and practices that suit you best.
We accept returns on unopened and unused products. For eligible in-store purchases, returns are welcomed within 7 days of purchase. For online purchases, you may return eligible items within 14 days of receiving your order. Please note, return shipping is at the buyer’s expense.
All sales of non-physical items—including retreats, gift cards, and LED treatment packs—are final and non-refundable. Transfers or credits may be considered in exceptional circumstances, at the discretion of our team.
If you’re unsure whether a product is right for you, or have any questions about your purchase, we warmly encourage you to reach out to us at hello@lumesydney.com.au. We’re here to help, and always aim to respond within 48 hours.
As we deliver using a third party carrier, we unfortunately cannot guarantee fragile items will be handled with perfect care. If you receive an item that is broken or severely damaged, please let us know within 48 hours and send us images of the package, along with a detailed description of its contents. Refunds, accommodations, or store credit will be considered on a case by case basis. Please do not discard the packaging and have patience as processing claims may take up to 7-10 business days.