Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. The change-of-mind returns below are offered in addition to them.
30-day change of mind
If something isn't for you, you can return it within 30 days of delivery for a full refund of the product price, provided it is unused and in clean, resaleable condition.
- Ritual Set — returned in its original gift box.
- Mulberry Silk Pillowcase — unwashed and unused, in its original packaging.
- Cold Press Ice Roller — unused, in its original packaging.
For hygiene reasons we can't accept a change-of-mind return on anything that has been used on skin or hair — that includes a pillowcase that has been slept on and a roller that has been used on the face. If the item is faulty, that restriction doesn't apply — see below.
Change-of-mind returns are posted back at your cost. We'll give you the return address when you email us; don't send anything back before you have it.
Faulty or damaged items
If your order arrives cracked, chipped, torn, stained, damaged in transit, or not working as it should — a roller mechanism that won't turn freely, an ice roller that won't hold cold, a pillowcase with a faulty zip — email us within 30 days with a photo. We'll send a replacement or refund you in full, and we cover return postage. You don't need to return a broken stone before we help you.
How to start a return
- Email getlumijade@luxelensmedia.co with your order reference and the reason.
- We'll reply within one business day with the return address.
- Post it back with tracking — we can't refund a parcel that never arrives.
- Once it lands, your refund is processed within 3 business days.
Return postage
- Change of mind: you pay return postage. Original shipping isn't refunded.
- Faulty, damaged or wrong item: we pay, and you get the full amount back including shipping.
Refunds
Refunds go back to the original payment method. Your bank typically takes a further 3–10 business days to show it — that part is on their end, not ours.
Cancelling an order
If you need to cancel, email us straight away. If we haven't posted yet we'll cancel and refund in full. Once it's posted, treat it as a return.