Refund policy

Overview

At Qi Luma, each product is made to order with care and intention. Due to the custom nature of our products, we do not offer returns or refunds for change of mind.

This policy operates in addition to your rights under the Australian Consumer Law (ACL).

Change of Mind

We do not accept returns or refunds for:

  • Change of mind

  • Incorrect selection

  • Personal preference

  • Ordering errors

As all products are made to order, we are unable to restock or resell returned items.

Damaged or Faulty Items

We take great care in packaging our products. If your item arrives damaged or faulty, we will provide a free replacement at no additional cost.

To be eligible:

  • You must notify us within 48 hours of the order being marked as delivered

  • You must provide clear photo or video evidence of the damage or fault

  • The item must be unused and in its original condition

Please email support@qiluma.com with:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the damage or fault

Claims made after 48 hours of delivery may be declined.

Australian Consumer Law

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

Under ACL, you are entitled to:

  • A replacement or refund for a major failure

  • A repair or replacement for a minor failure, within a reasonable time

A “major failure” includes situations where:

  • The product is unsafe

  • The product is significantly different from its description

  • The product does not perform as reasonably expected and cannot be fixed

Replacements

Where a replacement is approved:

  • We will cover the cost of the replacement item

  • We will cover standard shipping costs

  • Replacement timelines may vary depending on production capacity

We do not offer refunds in place of replacements unless required by law.

Shipping Issues

Qi Luma is not responsible for:

  • Delays caused by the courier

  • Incorrect addresses provided at checkout

  • Failed delivery attempts due to customer unavailability

If an item is returned to us due to an incorrect address, reshipping fees may apply.

Contact Us

For all return or refund enquiries, please contact:

Email: support@qiluma.com
Please include your order number in all correspondence.