REFUND POLICY

We want you to feel confident when purchasing from Lumiclay. This policy explains how to request a return or exchange, our eligibility requirements, the damaged-item process, and refund terms.

You may submit a return or exchange request within 14 days after the last item in your order is delivered. All requests are reviewed for eligibility and are not automatically approved.

To be eligible, the item must be unused, unworn, unaltered, and in its original condition. Please provide your order number, the reason for your request, and any relevant photos. Return the item with its original packaging where reasonably possible.

Before sending anything back, contact us at lumiclay@lumiclayshop.com.

Please include:

• Your order number
• The item you wish to return or exchange
• The reason for your request
• Clear photos where relevant

We will review your request and provide the correct return address and return instructions. Please do not send an item back before receiving return instructions from Lumiclay.

Return and exchange requests are reviewed individually. The following items are generally not eligible for standard returns or exchanges, except where required by applicable law:

• Items clearly marked as Final Sale before purchase
• Gift cards
• Custom-made or genuinely personalized items, including bespoke sizing made specifically for the customer
• Items that have been worn, used, altered, fragranced, damaged after delivery, or improperly cared for

Choosing one of the standard wrist-size options shown on a product page, such as XS through XXL, does not by itself make an item personalized or Final Sale.

Discounted or promotional items may still be submitted for review under our standard return policy unless they were clearly marked as Final Sale before purchase.

Natural crystals may show variations in color, pattern, clarity, texture, inclusions, and shape. Normal variations disclosed in the product description are part of the character of genuine stone and are not considered defects. This does not affect your rights if an item is faulty, damaged, or materially different from its description.

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible. Contacting us within 48 hours of delivery helps us investigate the issue with the carrier, but this timeframe does not limit any rights or remedies available under applicable consumer law.

Please include your order number, a description of the issue, clear photos of the item, and photos of the packaging and shipping label where relevant.

After reviewing the issue, we may provide an appropriate repair, replacement, exchange, refund, or other remedy in accordance with applicable law.

For approved returns and exchanges that are not due to a confirmed damaged, defective, or incorrect item, the customer is responsible for purchasing and paying for return shipping. The customer is also responsible for any applicable customs duties, import taxes, brokerage fees, and the risk of loss during return transit.

We recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed.

If an item is confirmed to be damaged, defective, or incorrect, Lumiclay will provide or reimburse reasonable return shipping costs where required by applicable law.

Once the returned item is received, we will inspect it and notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within five business days. Your bank, card issuer, or payment provider may require additional time to display the refund in your account.

For approved returns that are not due to a confirmed damaged, defective, or incorrect item, original shipping charges and any customs duties, import taxes, or brokerage fees are not refundable unless required by applicable law.

Exchanges are subject to product and size availability. For an approved exchange that is not due to a confirmed damaged, defective, or incorrect item, the customer is responsible for return shipping and any shipping charges for the replacement item.

If the requested replacement is unavailable, we may offer an alternative item, store credit, or a refund, depending on the circumstances and applicable law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law and other applicable consumer protection laws.

For return, exchange, or refund questions, contact us at lumiclay@lumiclayshop.com.