Faulty Items / Consumer Guarantees

Under Australian Consumer Law, you are entitled to certain guarantees regarding the goods you purchase, which includes that they are free from defects, they match the description or sample, are of acceptable quality, and more. For more detailed information, please see information published by the ACCC or your State Fair Trading department, such as the Victorian Consumer Affairs Consumer Law page. For any concerns you have regarding your Consumer Guarantees, please contact us using the form below.

All of our products come with express manufacturer warranties (which is in addition to the Consumer Guarantees). You may prefer to use this service as the manufacturer’s have dedicated warranty teams which have expertise in their products, as well as replacement items and parts on hand, the combination of which allows them to assess and resolve warranty claims rapidly and effectively. In addition, most ceiling fans come with in-home manufacturer warranties – where the manufacturer will organise and pay for (where the item is actually faulty) an electrician to complete any work required in repairing or replacing the fan.

If you would like to use your manufacturer warranty service, check your sales receipt for the warranty details of the item that is faulty. This will give you information on the warranty period and a direct contact to access the warranty.

If you require a copy of your sales receipt, simply fill in the Request Invoice Copy form at the bottom of the page and we will be happy to email a copy through to you.

If you would like to deal with us regarding any problems with your product, or the item(s) in question do not have a direct contact number or link for you, please complete the form below:

By submitting this form you are accepting our terms and conditions and:
1. The item(s) in question are within their warranty period
2. You have checked your invoice and DO NOT have a direct warranty contact
All warranties need to go through the appropriate processes

Please allow up to 2 business days for your request to be processed and responded to

 


Damaged Or Missing

As soon as you have taken delivery of your order and you have checked the boxes against your order confirmation, if you are missing any parts, please contact us ASAP, we allow up to 5 days from the date of delivery for any discrepancies or damaged goods to be reported. After this time unfortunately we cannot be of assistance as many things can happen over longer periods of time such as misplaced packages and damages post-delivery, so it is in your best interest to check your order carefully upon delivery.

Please note: Items confirmed to be damaged or missing upon delivery will be replaced only.

Order Delivered Guide

Check the boxes against your order confirmation (avoid opening boxes at this stage)
If everything is correct, go onto step 3, if you are missing any parts, contact us immediately by submitting the ‘Missing Parts/Products’ form below.
Once you open all the boxes, make sure all parts are present and that nothing is broken, if there are damaged goods upon delivery, contact us immediately by submitting the ‘Damaged on Delivery’ form below.

If you have received anything broken in transit, please complete the following form:
Remember that we require notice within 5 days from delivery of the goods

Please allow up to 2 business days for your request to be processed and responded to.

If you are missing parts or products, please complete the following form:
Remember that we require notice within 5 days from delivery of the goods



Please allow up to 2 business days for your request to be processed and responded to.

Wrong Item(s) Received

1. Cross check the items you received thoroughly against the order confirmation email you were sent immediately after purchasing. This will detail the specifics such as model, size, colour etc. The packaging will give you all the details required to check this. Some packages will have ticked boxes to specify the model, size or colour.
If the item(s) in question are different from what you have ordered, please complete the form below so we can investigate the situation promptly. Contact must be made to inform us within 28 days of delivery. As we will need to do some background work in this process, please complete this form instead of calling our sales line as we will be able to help you more efficiently if this information is sent to the correct department.

Please note:  If you have received the wrong item, please do not unpack, assemble or install the product, as this will consequently be unable to accept the incorrect item back. If the item is unpacked, assembled and/or installed, the customer is deemed to have accepted the item as is.



Please allow up to 2 business days for your request to be processed and responded to.

Returns Policy

Become familiar with the Consumer Law regarding returns. The Australian Consumer Law states that you are not entitled to a return if there is no breach of a consumer guarantee for example if you have a change of mind, ordered wrong product, misuse of the product etc.

HOWEVER…

As we are all human, sometimes we do make mistakes, so we do offer exceptions to this. To see if you qualify as an exception, please read the following carefully and note that fees do apply (see specific cases below).

Change Of Mind Returns Covers Instances Where:

You want/need an alternative product/size/colour.
Your order item(s) no longer meet your requirements.
You simply decide that you do not want the item(s) at all.

Change Of Mind Returns NOT Covered:

  • Returns of quantities 3+
  • Items that have been customised e.g. if you requested a flex & plug for an exhaust fan
  • Items specified as **CLEARANCE**
  • ‘Special Order’ Items
  • 1.8m Extension Rods
  • Overseas orders

For a request for RETURN to be eligible, you must submit this returns form within 10 days from the date of purchase
If your request is accepted, the goods must then be received back promptly within 10 days after acceptance is granted
Goods must not have been opened, damaged or be tampered with. If we receive goods that have been opened, please be aware that we will not accept these as returns and you will be responsible for a processing/administration fee of $20.00 and the cost of sending the item(s) back to you.
The good and packaging must in an “as-new” saleable condition.

See below for details for the following options:
1. I wish to return for a Refund
2. I wish to return for Store Credit

Returning for a REFUND
If your return meets our returns criteria you can request a return for a refund. If it is accepted, you will receive a refund minus an Administration and Re-Stocking fee of 20% (of the total of goods returned) and minus any freight costs incurred by us in sending the item(s) out to you in the first case. If you received “free shipping” under our promotion, please note that we still paid full price and therefore we do not refund that portion of the total sale/amount paid.

If you accept these terms and conditions and your return meets the requirements, you can use the following form to request the return for a REFUND.

By submitting this form I agree to the terms and conditions and my request for a refund complies with these.

Please allow up to 2 business days for your request to be processed and responded to.

Returning for a STORE CREDIT (ability to exchange)
If your return meets our returns criteria you can request a return for store credit. If it is accepted, you will receive a credit voucher for Lumera Living for which you can use to purchase alternative products. The credit voucher will reflect the total price of goods returned minus an Administration flat fee of $30.00 for processing your return and minus any freight costs incurred by us in sending the item(s) out to you. If you received “free shipping” under our promotion, please note that we still paid full price and therefore we do not refund that portion of the total sale/amount paid.

If you accept these terms and conditions and your return meets the requirements, you can use the following form to request the return for STORE CREDIT.

By submitting this form I agree to the terms and conditions and my request for store credit complies with these.

 

Please allow up to 2 business days for your request to be processed and responded to.

REQUESTING A COPY OF AN INVOICE

If you require a copy of your invoice, please fill out the below form:

Please allow up to 2 business days – we will email you a copy of your invoice.