Refund policy

# Refund & Returns Policy

**Last updated: [Insert Date]**

At LumiLove, we want you to love your purchase. This policy explains your rights and how our returns process works, in line with the Australian Consumer Law (ACL).

## 1. Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product you purchased has a major fault, is not as described, or does not do what it's supposed to do, you are entitled to a repair, replacement, or refund — regardless of any timeframe mentioned in this policy. These rights do not expire after a set number of days.

The 15-day window mentioned below is a courtesy guideline to help us process your request quickly and efficiently — it does not limit your legal rights under the ACL for genuine major faults.

## 2. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, we're here to help.

**What we ask for:**
- Please contact us within **15 days of receiving your order** at [pixelcozylight.au@gmail.com], so we can resolve things quickly.
- To assess your claim, we require **both a clear photo AND a short video** showing the issue with the product. This helps us verify the problem accurately and process your claim faster, without needing you to ship the item back.

**What happens next:**
- Once we've reviewed your photo and video evidence, we will offer you a **replacement or a full refund**, at your choice, at no cost to you.
- In most cases, you will **not be required to return the physical item** — this keeps things simple and avoids unnecessary shipping costs and delays for you.
- If a physical return is genuinely required in a specific case, we will cover the cost of that return.

## 3. Change of Mind

We understand that sometimes a product just isn't right for you. If you've simply changed your mind (and the item is not faulty), we're happy to offer a return under the following conditions:

- You must contact us within **30 days of delivery**.
- The item must be unused, in its original condition, and in its original packaging.
- **Return shipping costs are the customer's responsibility** for change-of-mind returns.
- Once we receive and inspect the returned item, we will process your refund (minus original shipping costs, if applicable) or issue store credit, depending on your preference.

Change-of-mind returns are offered at our discretion as an added convenience and are separate from your statutory rights under the ACL.

## 4. How to Start a Claim or Return

1. Email us at **pixelcozylight.au@gmail.com** with your order number.
2. Briefly describe the issue.
3. For faulty/damaged/incorrect items: attach a clear photo and a short video showing the problem.
4. We'll respond within **10 business days** with the next steps.

## 5. Refund Processing Time

Once approved, refunds are processed back to your original payment method within **5–10 business days**, depending on your bank or card provider's processing times.

## 6. Non-Returnable Situations

We are not able to offer a refund or replacement where:
- You simply no longer want the item and it does not qualify under our Change of Mind policy above (e.g. outside the 30-day window or not in original condition).
- The issue arises from misuse, accidental damage after delivery, or normal wear and tear.

This does not affect your rights under the Australian Consumer Law for major failures.

## 7. Contact Us

If you have any questions about this policy, please reach out to us at **pixelcozylight.au@gmail.com**. We're here to help.