Refund policy
At Luma Calm, we want you to feel confident in your purchase. If you have any questions before ordering, we're always happy to help.
Change of mind
If you've changed your mind, you may request a return within 30 days of receiving your order.
To be eligible for a return, your Luma Calm™ Weighted Silk Sleep Mask must:
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Be unused and unworn.
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Be in its original packaging.
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Be returned in its original condition.
For hygiene reasons, we cannot accept returns of products that have been used, worn or washed unless they are faulty or do not meet the consumer guarantees under Australian Consumer Law.
Customers are responsible for the cost of return postage for approved change-of-mind returns.
Please do not send items back without contacting us first. Once your return request has been approved, we'll provide return instructions and the appropriate return address.
Faulty, damaged or incorrect items
We take great care in preparing every order. If your item arrives damaged, faulty or you've received the wrong product, please contact us within 7 days of delivery.
Email lumacalm.co@gmail.com with:
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Your order number.
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A brief description of the issue.
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Clear photos of the product and any damaged packaging.
In most cases, we'll assess the issue using the photos provided and arrange a replacement or refund without requiring the item to be returned. If a return is required, we'll provide instructions and cover any reasonable return shipping costs.
Refunds
Once your return has been approved and, where applicable, the item has been received and inspected, your refund will be processed to your original payment method.
Depending on your financial institution, refunds may take several business days to appear in your account.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Nothing in this policy limits or excludes your rights under Australian Consumer Law.