Returns & Refunds Policy

At Lume Personalised, every item is custom made to order, created especially for you using your chosen name, text, design, font, or logo.

Because of this, please read our returns and refunds policy carefully before placing your order.

 

Personalised & Custom Items

Due to the personalised nature of our products:

 

  • ❌ We do not offer returns, refunds, or exchanges for change of mind

  • ❌ We cannot accept returns if incorrect details were provided by the customer (including spelling, names, dates, fonts, colours, or design choices)

Once production has started, orders cannot be cancelled or amended.

 

Faulty or Incorrect Items

We absolutely stand by the quality of our work.

If your item arrives:

  • damaged in transit, or

  • incorrect due to an error on our part

 

we will happily repair, replace, or refund the item at no additional cost.


What to do:

Please contact us within 7 days of receiving your order and include:

  • your order number

  • clear photos of the issue

  • a brief description of the problem

📧 Email: order@lumepersonalised.com.au

We’ll assess the issue and arrange a replacement or solution as quickly as possible.

 

Design Approval & Customer Responsibility

For bulk or custom design orders where a proof or mockup is provided:

  • approval confirms that spelling, layout, and details are correct

  • production begins only after approval

  • Lume Personalised is not responsible for errors approved by the customer


For orders where no proof is requested, all information entered at checkout is assumed to be correct.

 

Non-Personalised Items

If an item is clearly marked as non-personalised, standard consumer guarantees apply under Australian Consumer Law.

Please contact us if you believe there is an issue.

 

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law.

You are entitled to a replacement or refund for a major fault, and for compensation for any other reasonably foreseeable loss or damage.

 

Questions?

If you’re unsure whether an item is suitable before ordering, we’re always happy to help.

📧 order@lumepersonalised.com.au

Thank you for supporting small business and choosing Lume Personalised 🤍