Returns and Refund Policy

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This policy applies to purchases of Lumile Solution from Luminousneck Pty Ltd (ABN 47 832 109 564). Your rights under the Australian Consumer Law (ACL) are not limited by this policy.

1. Return Window

You may return Lumile Solution within 14 days of receiving your order, provided the product is in its original, unopened condition. This 14-day window is offered voluntarily by Luminousneck and complements your statutory rights under the ACL.

Important note for food supplements: Once the tamper-evident seal on the bottle is broken, the product cannot be returned for a change-of-mind reason. This is a standard exception that applies to consumable food products to protect health and safety. This does not affect your rights in the event of a faulty or misdescribed product.

2. Cancellation Before Dispatch

You may cancel your order at any time before it is dispatched, free of charge. The easiest way is to inform our team during the phone confirmation call. You may also email us at info@luminousneck.world. We will confirm the cancellation and no charge will apply.

Because payment is taken on delivery, no refund processing is required for cancellations made before dispatch.

3. Refusing Delivery

As payment is collected by the courier upon delivery, you are under no obligation to accept the parcel. If you choose not to accept it, the order is cancelled and you will not be charged.

4. Return Process

To initiate a return of an unopened product within 14 days of delivery:

1. Contact us at info@luminousneck.world stating your name, order details and reason for return.
2. We will respond within 2 business days with return instructions and an address.
3. Pack the product securely in its original packaging and send it using a trackable postal service.
4. Return postage costs are at the customer's expense, unless the return is due to a product fault or misdescription.

5. Refunds

Once we receive and inspect the returned item, we will process a refund within 14 business days. Because payment was made in cash on delivery, refunds will be issued via bank transfer to an account you nominate. We will contact you to arrange this.

6. Faulty or Misdescribed Products

Under the Australian Consumer Law, you are entitled to a remedy if a product is faulty, unsafe, not fit for the described purpose or significantly different from its description. In such cases, please contact us immediately at info@luminousneck.world. We will arrange return postage at our cost and provide a full refund or replacement as appropriate.

7. Contact

Luminousneck Pty Ltd
142 Collins Street, Melbourne VIC 3000, Australia
Email: info@luminousneck.world
Phone: +61 3 9876 5432
Hours: Mon-Fri 9:00-17:00 AEST