Refund policy
Returns & Refunds: 60-Day Money-Back Guarantee
We want you to love your experience with Lumen One. If you're not satisfied for any reason, you're covered by our voluntary 60-day money-back guarantee.
This guarantee is offered in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies the consumer guarantees you have under the Australian Consumer Law, including your rights to a repair, replacement or refund if a product is faulty or not as described.
How It Works
You have 60 days from the day your order is delivered to request a return for a refund or replacement. We accept returns on both opened and unopened bottles, as long as they're safely packaged for return.
Sale items and bundle packs are covered: Our 60-day money-back guarantee applies to all Lumen One products, including sale items and all bundle packs, even where a discounted or crossed-out price is displayed.
To start a return, email us at hello@lumenone.com.au. We'll provide the return instructions and a shipping label if eligible.
Return Conditions
- Returns under the 60-day guarantee must be requested within 60 days of the date your order is delivered
- Bottles can be opened or unopened, but must be securely packaged
- Proof of purchase (such as your order number or confirmation email) is required
Please note: items returned without contacting us first will not be accepted.
Non-Returnable Items
Under our voluntary guarantee, we do not accept change-of-mind returns for:
- Gift cards
- Products that have been tampered with or misused
These exclusions apply to our voluntary guarantee only. They do not affect your rights under the Australian Consumer Law for products that are faulty, unsafe or not as described.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at hello@lumenone.com.au with a description or photo of the issue. We'll make it right as quickly as possible, in line with your Australian Consumer Law rights.
Exchanges
If you'd like to swap your item, the best approach is to request a return and then place a new order once your return is accepted.
Refunds
Once your return is received and inspected, we'll let you know if the refund has been approved. If approved, you'll be refunded to your original payment method within 10 business days.
If more than 15 business days have passed since your refund was approved, contact us at hello@lumenone.com.au.
Pre-Orders
When you place a pre-order, your payment is processed immediately to secure your bottles from that release.
- Cancellations: You can cancel a pre-order at any time before it ships for a full refund to your original payment method.
- Estimated shipping dates: We provide an estimated shipping window for each release. Estimated dates can change, and we'll keep you updated by email if there are any delays.
- Refunds: If your pre-order is cancelled by you or by us (in the rare event we cannot fulfil it), you'll receive a full refund.
- Returns after delivery: Once your pre-order has been delivered, our standard 60-day guarantee applies from the delivery date (see above).
Contact
Lumen One is a trading name of LumenFoods. Questions about this policy can be sent to hello@lumenone.com.au.