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Policies

Returns & Refunds

We stand behind every product we make. If something is not right, we will make it right.

"We are a small brand and our reputation is everything. We would rather refund you than have you feel let down by LUMÉA. If your experience with our product has not met your expectations, please reach out."

Our Returns Promise

We want you to feel completely confident when you order from LUMÉA. Our returns policy is designed to be fair, transparent, and easy to navigate. We deal with every request personally and genuinely care about getting it right.

Faulty or Damaged Products

If you receive a product that is faulty, damaged in transit, or not what you ordered, you are entitled to a full refund or replacement — no questions asked — within 30 days of receiving your order.

Please email us at hello@lumeaskincare.co.nz with your order number and a brief description or photo of the issue. We will organise a replacement or full refund within 3–5 business days.

Change of Mind

We understand that sometimes things don't work out as expected.

  • Unopened products: If you change your mind within 14 days of receiving your order and the product is unopened and in original condition, we will accept a return and issue a refund minus the cost of return shipping.
  • Opened products: Due to the nature of skincare products and hygiene requirements, we are unable to accept returns of opened products on the basis of change of mind alone.

Allergic Reactions

Your skin health and safety is our absolute priority. If you experience an adverse reaction — including redness, breakouts, or irritation — attributable to a Luméa product, we will issue a full refund regardless of whether the product has been opened or used.

We ask that you contact us at hello@lumeaskincare.co.nz with details of your reaction so we can document it and improve our formulations. You do not need to return the product to receive your refund in these circumstances.

Lost or Missing Parcels

If your parcel has not arrived within the expected delivery timeframe (7 business days for Australia, 14 business days for New Zealand), please contact us. We will investigate with the shipping carrier and, if your parcel is confirmed as lost, we will resend your order or issue a full refund at your preference.

How to Request a Return or Refund

  1. Email hello@lumeaskincare.co.nz with your order number in the subject line.
  2. Briefly describe the reason for your request.
  3. Where relevant, attach a photo (for damaged or faulty products).
  4. We will respond within 24 hours (Monday–Friday) with next steps.

Refund Processing

Approved refunds are processed within 3–5 business days. The refund will be returned to your original payment method. Depending on your bank, funds may take a further 2–5 business days to appear in your account.

Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For more information about your rights as a consumer, visit the Australian Competition and Consumer Commission (ACCC) website.

New Zealand Consumer Rights

If you are in New Zealand, you are protected under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Our products must be of acceptable quality, fit for purpose, and match their description. If they are not, you have rights to a repair, replacement, or refund. These rights cannot be excluded by our returns policy.

Contact

For all returns and refund enquiries: hello@lumeaskincare.co.nz

Last updated January 2026. This policy is reviewed regularly and may be updated.