Returns & warranty
You have 14 days to change your mind, no reason needed. If something arrives broken, faulty or not as described, we sort it out and it costs you nothing: no time limit, no restocking fee, no forms, and we pay the postage.
Your rights come first, and nothing here sits underneath them
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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to 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.
Everything else on this page is what we promise on top of those rights. It is never instead of them, and it never limits them. If a line here ever reads as less than the law gives you, the law wins, and we apply it that way without you having to argue for it.
The short version
- Changed your mind? Email us within 14 days. We send you the return address, which is our supplier's warehouse in China. You pay the return postage.
- Faulty, broken or not what was described? Send us a photo. We replace it or refund you, whichever you prefer, and you usually do not need to send anything back at all. If we do ask for it back, we pay the postage, not you.
- Refunds go back to your original payment method within 14 days, and include everything you paid, delivery included.
Two things worth knowing before you post anything. Always email us first, and wait for the return address: returns go to our supplier's warehouse in China, not to an address in your own country. And posting a parcel to China can cost more than the lamp did, so if you are sending something back after a change of mind, check the postage before you decide.
Four things we do not do
Every one of these turns up regularly on shops selling into Australia, and every one of them is the wrong answer. We want you to be able to check us against the list:
- We put no time limit on a faulty product. Not 48 hours, not 30 days, not a year. A product that fails sooner than you could reasonably expect is our problem whenever that happens.
- We sell nothing on a "no returns" basis, and no product here is excluded from this page.
- We charge no restocking fee and no handling charge, on any return, for any reason.
- We never keep your delivery cost when a product turns out to be faulty. Delivery is free here on every order, so there is nothing to hold back, but the principle stands for anything you have paid us.
14 days to change your mind
You can cancel your order within 14 days of receiving it without giving a reason. From the moment you tell us, you have another 14 days to send the item back.
How it works:
- Email info@lumivano.com with your order number and what you would like to return.
- We send you the return address, usually the same day. It is our supplier's warehouse in China.
- Check what the postage to China costs before you send anything. After a change of mind it is at your own cost, and it can be more than the price of the lamp.
- Send the item back in its original packaging, complete and undamaged.
- Once we have received it, we refund the full purchase price including the original delivery cost within 14 days, using the same payment method you used.
Return postage after a change of mind is at your own cost. That is the one charge on this page, it applies only when there is nothing wrong with the product, and it is the reason we would rather you asked us a question before you order than sent something back after.
You are welcome to unpack the item and have a look at it the way you would in a shop. Switch it on, see how it looks in your room. If you go further than that and the item loses value as a result, we may deduct that from your refund.
Faulty, broken or not as described
Email us as soon as you notice, with your order number and a photo of the problem. We send a replacement or refund you, whichever you prefer. In most cases you will not need to send anything back. If we do ask you to return it, we arrange it and we pay for it.
There is no deadline on this, and no form. "As soon as you notice" is genuinely what we mean: a fault that shows up in the third month is treated exactly like one that shows up on the first evening.
How long a product should last
The law asks a sensible question rather than a fixed number: how long would a reasonable person expect this product to last, given what it is and what it cost? A lamp at this price should give you years of evenings, and if yours does not, that is a conversation we are happy to have.
What is not a fault: damage from dropping, water, misuse or your own repair attempts. A rechargeable battery also holds slightly less charge as it ages with normal use. That gradual change is not a fault in itself, and it does not limit your rights if a battery fails sooner than you could reasonably expect.
We do not offer a separate warranty on top of these guarantees, so there is no extra warranty period to keep track of, no card to register and nothing that expires.
Exceptions
The right to change your mind does not apply to items supplied sealed for hygiene reasons where the seal has been broken, or to made-to-order and personalised items. Nothing in this section affects your rights if a product is faulty.
If we cannot agree
Email info@lumivano.com and we will do our best to put it right. If we still cannot work it out, you can take it up with the consumer protection authority where you live. In Australia that is the ACCC, or the consumer affairs office of your state or territory. Talking to them costs you nothing and it does not close the door on us fixing it.
Who you are buying from
- Trading name: Lumivano
- Registered company: LVDTrading
- Registered address: Acacialaan 27, 7004 AM Doetinchem, The Netherlands
- Company registration number: 42034841, Netherlands Chamber of Commerce
- Email: info@lumivano.com, answered within 1 business day, 2 at the latest
This is our registered address, not a returns address. Email us first and we send you the right one.
These terms apply in addition to any rights you have under the consumer law of the country you live in. Nothing here takes those rights away. The full terms are on privacy & terms.