Refund policy

At Luminosa Skin, we want you to feel confident in your purchase. Please read this policy carefully before placing your order.

Change of Mind

If you change your mind, we accept returns on unopened, unused items within 14 days of delivery. To be eligible, the item must be in its original, unopened packaging with the batch number intact. Return shipping is at the customer's cost.

Once an item has been opened or used, we do not accept returns, exchanges, or refunds for change of mind. We recommend reviewing our product information, specifications, and FAQ carefully before opening your device, or contacting our team with any questions beforehand.

To start a change-of-mind return, contact us at luminosaaus@gmail.com within 14 days of delivery.

Faulty Items — 1-Year Warranty

All Luminosa Skin devices are covered by a 1-year warranty against manufacturing faults from the date of purchase.

If you believe your device is faulty, please:

  1. Contact us at luminosaaus@gmail.com with your order number and a description of the issue
  2. Send the item back to us for assessment. Return shipping for warranty assessment is at the customer's cost
  3. Once received, we will assess the item and be in touch with the outcome

If a fault is confirmed, we will confirm your process with you at no additional cost to you.

Important: Your device's batch number is located on the packaging. Please do not remove, damage, or discard the box, as the batch number is required to process any warranty claim. Warranty claims cannot be honoured without it.

What's Not Covered Under Warranty

The warranty does not cover:

  • Damage caused by misuse, accidental damage, or failure to follow the instructions provided
  • Normal wear and tear (e.g. straps, eye inserts over time)
  • Items where the batch number has been removed or is no longer legible
  • Change of mind

Damaged or Incorrect Items

If your order arrives damaged or you've received the wrong item, please contact us at luminosaaus@gmail.com within 5 days of delivery with photos of the item and packaging, and we'll sort it out for you promptly.

Your Rights Under Australian Consumer Law

Nothing in this policy is intended to limit your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact Us

If you have any questions about this policy or need to make a warranty claim, reach out to us at:

luminosaaus@gmail.com