Refund & Returns Policy
All refund rights under both Australian State and Commonwealth law apply.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund if a product fails during the warranty period.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or exchange gift card.
Please read the following carefully to ensure you are fully aware of your rights under the policy and our obligations to you.
At Luminous Treasures you have 30 days to return your items (some exclusions apply) for a full refund or exchange, as long as it is returned in a saleable condition with original proof of purchase. The refund will be provided using your original payment method.
For the item to be considered to be in a saleable condition, it must be:
- It is in its original packaging, including instruction manuals and all accessories; and It is unworn, unused, unassembled, in its original condition with the original ticketing (where applicable).
- In the instance where the product is classified as a Bulky and/or Heavy Item, and specifically for wall décor and other large items, a collection fee will be incurred by you if it is a change of mind; and
- The product is not one where a change of mind return is not available (see below for exclusions).
- If you cannot provide proof of purchase, we will be unable to provide you with a Luminous Treasures exchange gift card or refund.
When you change your mind
The following items cannot be returned if you change your mind:
- Personalised Products
- Pierced jewellery
- Gift cards, vouchers or third-party gift cards
Other products
Luminous Treasures will accept returns and provide you with a Luminous Treasures exchange gift card, refund (refund will be provided using original payment method) or repair where:
- The item is faulty or is not of acceptable quality, or
- The item is not fit for its intended purpose, or
- The product does not match the sample or our description, and
- You can present a Luminous Treasures receipt or other adequate proof of purchase.
Luminous Treasures may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem.
We reserve the right not to offer an exchange gift card, refund or repair where the item fault is a result of misuse or neglect. In the instance of bulky and/or heavy items such as wall décor and other large items, the collection fee will be incurred by Luminous Treasures if the product is found to be not of unacceptable quality, faulty or otherwise be in breach of the Consumer Guarantees.
However, if no fault is found, or it is found to be acceptable according to the Consumer Guarantees, the collection fee will be the responsibility of you. Customer Support on 0421 360 444 to discuss arrangements.
Physical gift card orders
Physical gift cards or egift cards cannot be returned if you change your mind.
They also will not be exchanged for another denomination or tender such as cash. Luminous Treasures will accept returns and provide you with a Luminous Treasures Exchange Gift Card where the item is faulty or is not of acceptable quality.
Please note that Luminous Treasures is not responsible for and is unable to replace physical gift cards or e-gift cards which are lost/deleted or stolen.
Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
- Register receipt, however you may provide a clear photo of the full Luminous Treasures register receipt,
- Online Tax Invoice (order confirmations will not be accepted).
- Financial statements such as a bank statement, credit card statement (however, when the proof of purchase does not clearly itemise the goods, more than one type of proof of purchase may be required).
- Online proof of purchase when calling Customer Service also includes Paypal statements.
Important Note
When returning a product, you will be asked for information that is relevant to your return, or to satisfy legislative requirements. If you do not provide this information, then we may be unable to process your return. When returning a product, with adequate proof of purchase, you will be asked for your signature as authorisation of the return transaction.
If you do not have adequate proof of purchase, you will be asked to provide photo or other suitable identification containing your full name, signature and expiration date, so that your name and signature can be verified.
The identification information you provide may be accessed by authorised Luminous Treasures team members and authorised third parties for the purpose of fraud investigations and fraud protection activities. Information collected will be securely stored for a reasonable period of time and may be used for the purposes of research and analysis, and may be disclosed to Government departments upon request, where required or authorised by law.
This policy does not override Luminous Treasures’ statutory obligations under the consumer guarantees. Luminous Treasures reserves the right to assess the condition and age of returned goods prior to providing a repair, exchange or refund.
This may result in a repair, exchange or refund being refused.
Gift cards are not redeemable for cash.
Refunds will only be issued using your original payment method (includes the same card or device as purchase). However, if the original payment method cannot be verified due to a different digital platform, such as mobile payment, watch payment, e-wallet etc. or a card was replaced, then you will be asked for proof of identity. The acceptable forms of proof of identity are:
- Australian Driver’s Licence
- Australian Citizenship Certificate
- Passport
- Australian document of identity
- Australia Post Key Pass identity card
Refunds and Returns
Free Returns on Luminous Treasures Online Store All items purchased from Luminous Treasures via the online store can easily be returned via post or to the Luminous Treasures shop within 30 days from delivery.
Returns via physical store
You can return items that you have purchased online to the Luminous Treasures physical store for an exchange or refund, but you must present proof of purchase, ideally your tax invoice.
Our team member will assess the items and determine whether a refund or exchange will be offered in accordance with our Refund & Returns Policy.
Refunds will be issued in the same form of tender, e.g. if you paid for your online order through PayPal you are required to present the card associated with your PayPal account in store.
Returns via post
To return item(s) that you have purchased from Luminous Treasure online via return post:
- Contact us by clicking here with the details of what you want to return.
- If your purchase qualifies to be returned under our Refund & Returns Policy you will receive an email from us with a link to download your returns label.
- Prepare your parcel and put the printed email inside with your returned item(s) for Luminous Treasures to process your refund. Attach your returns label to the outside of the parcel. (Ensure the old label is removed or covered by the new returns label if it was delivered.)
- Drop your parcel off at your nearest Australia Post outlet or preferred post office counter.
- Once the return has been received, a team member we will process your refund as per the Refund & Returns Policy.
