Refund policy

Every Lumikha piece is carefully handcrafted, and we want you to feel confident in your purchase. If something doesn’t feel aligned, we are here to help. 

 

Australian Consumer Law 

This policy outlines your rights under Australian Consumer Law and our approach to returns and refunds.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure

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

 

Before initiating a return, please review the information below. If your item meets the eligibility criteria, contact us at shoplumikhastudios@gmail.com and we will guide you through the next steps.

We kindly ask that all return requests be submitted within the stated timeframe from the date your order is marked as delivered.

Change Of Mind

Requests for change-of-mind returns are accepted within 7 days of confirmed delivery.

To be eligible:

  • The item must be unused and unworn
  • All original tags must remain attached
  • The item must be returned in its original packaging
  • The item must be returned how you received it (not folded, compressed, or altered in shape)
  • The item must be free from marks, scents, damage, or signs of use

Return shipping costs are the responsibility of the customer unless otherwise agreed. Original shipping costs are non-refundable.

If your return is approved we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that change-of-mind returns are not eligible for monetary refunds. Approved change-of-mind returns will be issued as store credit to the value of the returned item (excluding original shipping costs). Store credit is valid for 12 months from the date of issue. Please see our Store Credit Policy.

Faulty, Damaged or Incorrect Items
Please inspect your order carefully upon delivery. If you believe your item is faulty, damaged, or incorrect, you must notify us within 7 days of delivery by emailing us at shoplumikhastudios@gmail.com

Your email must include:

  • Your order number
  • A clear description of the issue
  • Photographs clearly showing the concern
  • Photographs of the full item and packaging

This will allow us to properly assess the matter.

Assessment Process of Faulty, Damaged or Incorrect Items 

Once your claim is received, we will assess the item in accordance with the Australian Consumer Law.

Where appropriate, we may:

  • Request additional information
  • Request the item be returned for inspection
  • Offer repair, replacement, or refund depending on the nature of the issue 

Important Clarifications 

As outlined in our Terms, our bags are handcrafted from natural fibres including abaca and cotton. Due to the artisanal nature of our bags, natural fibre characteristics are not considered defects.

Furthermore, the following are not considered faults:

  • Natural variations in colour, weave, texture, or pattern placement
  • Minor irregularities inherent in handcrafted production
  • Changes caused by improper storage or handling after delivery
  • Damage caused by misuse, overloading, water exposure, or failure to follow care instructions after delivery

If an item is confirmed to have a fault, we will cover reasonable return shipping costs. If the item is found not to have a fault upon inspection, return shipping costs may be the responsibility of the customer.

Sale Items 

Items purchased during a sale or promotional event are considered final sale for change-of-mind purposes.

Change-of-mind returns are not accepted on sale items unless proven that a sale item has a fault, then you are entitled to a remedy in accordance with the Australian Consumer Law. Remedies may include repair, replacement, or refund depending on whether the fault is considered major or minor.

Exchanges
The fastest way to ensure you get the item you want is to return the item you currently have, and once the return is accepted, you can make a separate purchase for the new item.

International orders (outlined in our Terms)
International customers are responsible for:

  • Return shipping costs (unless item is faulty)
  • Customs duties and import taxes

Customs duties and original shipping costs are non-refundable.

Refunds
We will notify you once we have received and inspected your return, and we will let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us at shoplumikhastudios@gmail.com

Change-of-mind returns are not eligible for monetary refunds. Approved change-of-mind returns will be issued as store credit to the value of the returned item (excluding original shipping costs). Store credit is valid for 12 months from the date of issue. Please see our Store Credit Policy.

Questions?

If you have any questions regarding returns and/or refunds, please contact us at shoplumikhastudios@gmail.com

We are always happy to assist.