At Lumiere Eyecare, we take great care to ensure all products are of the highest quality and suitable for your needs. Our policy operates in addition to your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality. We do not provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
has a problem that would have stopped you from buying the item if you had known about it
is unsafe
is significantly different from the sample or description
doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.
Exchange & Refund Process
If you believe your product is faulty, please email sales@lumiereeyecare.com.au within 14 days of receiving your order. We will require a description of the issue, and order number/proof of purchase. To assist with assessing the fault, you may also be asked to provide photographs, videos or return the item for inspection.
Once the fault is inspected, we will notify you of the approval or rejection of your exchange or refund.
Once approved, returns must be sent to: Lumiere Eyecare, Shop 3D/3 The Piazza, Wentworth Point, NSW, 2127. We will contact you with the return shipping label.
Please do not send your purchase back to the manufacturer.
Refunds are processed back to the original payment method within 7–10 business days after inspection.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@lumiereeyecare.com.au.
Shipping returns
To return your product, mail your product to: Lumiere Eyecare, Shop 3D/3 The Piazza, Wentworth Point, NSW, 2127.
If the refund or exchange is not approved after inspection, you will be responsible for paying for the shipping costs of returning the item back to you.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Need help?
Contact us at sales@lumiereeyecare.com.au for questions related to exchanges, refunds and returns.
