Refund policy

Consumer Guarantees

Lumin Furniture provides the original purchaser of this product a guarantee against defects in workmanship and materials as well as guarantees that cannot be excluded under the Australian Consumer Law. The guarantee period will vary on product components and are listed below. It is important to note the warranty commences from the date of your original Tax Invoice.

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Full details of your consumer rights may be found at www.consumerlaw.gov.au.

If, during the warranty period, a defect caused by faulty workmanship or materials appears, Lumin Furniture or a designated third-party appointed by Lumin Furniture, may perform an in-home inspection to determine if a manufacturing fault exists.

Minor paint imperfections are to be expected specially in the corners or edges of the art pieces as each piece is hand painted using a brush and spray paint. The minor imperfections in the paint are not considered as a major defect.

Warranty Against Defects

Our warranties against defects and remedies under these warranties are in addition to other rights and remedies of the purchaser under the Australian Consumer Law. Should your product be defective, you may choose to make a claim under the Australian Consumer Law or the Lumin Furniture Warranty Against Defects.

Warranty Periods

Unless otherwise specified in writing by Lumin Furniture (e.g. in a Sales Order), Lumin Furniture warrants that:

the frame used in each Lumin Furniture lounge is guaranteed against failure due to a manufacturing defect for its lifetime;
The electronic and motion components for all recliners and sofa beds (excluding batteries and transformers) are guaranteed against failure due to a manufacturing defect for a period of 2 years from date of purchase;
All components of your product other than a and b above (including leather, fabric, lacquered and other timber finishes, chrome and metal, glass and marble, travertine and macstone) are guaranteed against failure due to a manufacturing defect for a period of 2 years from date of delivery;
Unless otherwise specified in writing by Lumin Furniture, small batteries used in some of the products are guaranteed for a period of 12 months;
If a product is replaced during the Warranty Period, the guarantee period for the replacement product expires on the same date as the Original Tax Invoice Date.

To be entitled to claim under the Lumin Furniture warranty against defects, the defect in the part or product must appear within the relevant time period set out in items a, b, c and d above.

Exclusions (subject to the Australian Consumer Law)

To the maximum extent permitted by law, and subject to the Australian Consumer Law, Lumin Furniture is not liable, whether in contract, tort (including negligence), under any statute or otherwise, for or in respect of normal wear and/or the cost of transporting the Product to and/or from the specified place of repair or replacement. In this regard, please note that the following may occur as a result of natural and normal usage:

leathers and fabrics will fade and crease;
foam and fillings will soften and form the shape of the user over time;
depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchaser’s expense;
scars, marks and differing pore density and colour are natural characteristics of leather;
the leather and fabric products are upholstered by hand and therefore, the size and weight of these products may have minor variations of up to 5% from the sample products or from any product specifications you have been quoted;
damage caused by spills such as acid, solvents, dyes or other corrosive materials, ink, paint, or bodily fluids;
damage caused by improper cleaning, negligence, treatment of the product with chemicals, exposing the product to the sun, extreme heat or bright light such as lamps, or otherwise caused by your acts and/or omissions.
the failure of the purchaser to take reasonable steps to prevent the product from becoming of unacceptable quality and damage that occurs as a result of such abnormal use. This includes damage that occurs as a result of the failure of the purchaser to care for the product.

Please also refer to ‘Caring for Your Furniture’ below.

The warranty against defects is not transferable. It is limited to the original purchaser specified in the original Sales Order. The warranty against defects only applies to products that are used for normal domestic purposes and excludes products used for commercial purposes.

Exclusions from Battery Warranty

To the maximum extent permitted by law, Lumin Furniture is not liable under this Battery Warranty for or in respect of:

any defect that is unrelated to the condition of the Battery at the time it was supplied to you, including damage or faults caused by: improper transportation, storage or installation of the Battery after the date of purchase; modification, alteration, disassembly or attempted repair of the Battery by a person other than, or authorised by, Lumin Furniture; external influences during the life of the Battery, such as fire, water damage or power surges in a premises;
the failure of the Battery to operate on a single charge for any length of time before it requires recharging.
minor issues in the Battery which do not substantially interfere with the ordinary use of the Battery for powering LEDs.
any damage or faults caused by the failure to use the Battery in accordance with the care instructions here, or the failure to take reasonable steps to prevent the problem, or abnormal use of the Battery (including use beyond the 12 month lifetime period of the Battery Pack); and
any loss or damage suffered by you or any other person in connection with the goods which are not expressly covered by this Battery Warranty including, but not limited to, indirect and consequential loss (subject to any other rights you may have at law).

This Battery Warranty is not transferable. It is limited to the original purchaser specified in the original Sales Order.

This Battery Warranty only applies to the Battery if it is used for normal domestic purposes and excludes Battery Packs used for commercial purposes.

How to claim a warranty against defects

To claim under these warranties against defect, the Purchaser:

must cease using the product immediately after the defect appears; and,
notify Lumin Furniture within 24 hours after the defect appears, and
provide Lumin Furniture a copy of the original Sales Order or tax invoice
To make a claim, you can contact our team directly. Our team will assess your claim, and respond within 10 business days.
The Purchaser must bear the expense of making the claim, and the cost of all freight, house calls, labours and other items. These will be charged to the Purchaser at standard rates.

Responsibility for returning Lumin Furniture Goods

You are responsible for returning the goods to Lumin Furniture at your expense in the circumstances which you have picked up the goods or agreed upon by you or a Lumin Furniture representative.

Refunds:

The time it takes for refunds to process and reach customers varies depending on several factors:

Refunds typically enter a pending state for about 2 business days after being initiated
After the pending period, it generally takes 5-10 business days for the refund to appear in the customer's account
The exact timeline can vary based on:
- Payment method: Credit card refunds often take 5-10 business days, PayPal refunds 1-5 business days, and Apple Pay 3-5 business days
- Customer's bank: Processing times depend on the bank's policies
- Merchant account settings: Some settings may extend processing time
In some cases, customers may receive funds within 3 business days of the refund request.
It's important to note that while the refund process typically starts within 2 business days, customers should expect to receive their refund within 10 business days

Remedies for warranty against defects

If a part or product is determined by Lumin Furniture to have a manufacturing defect, Lumin Furniture will, at the election of Lumin Furniture, choose whether to repair or replace that part or product.

Under the Lumin Furniture warranty against defects, the purchaser has the right to repair or replacement of the defective part or product only.

To the maximum extent permitted by law, unless expressly set out in these warranties against defect, and subject to any condition, warranty or right granted or implied under the Australian Consumer Law or any other law which cannot by law be excluded by agreement, Lumin Furniture has no liability to the purchaser under the warranty against defects (other than repair or replacement of the defective part or product), whether in contract, in tort (including negligence), under any statute or otherwise, for any loss or damage of any kind suffered by you or any other person in connection with the goods including, but not limited to, indirect and consequential loss.

Right to Cancel this Sales Order

Lumin Furniture mainly imports goods from overseas suppliers which, in rare cases, may not supply the goods you have ordered. If this or an ‘act of god’ or nature or other event outside our control prevents us from providing your goods, we may cancel your order and refund your deposit without any liability to you whatsoever.

If a Force Majeure Event occurs, Lumin Furniture may be prevented, hindered or delayed in or from performing its obligations. If this is the case, Lumin Furniture will not be liable for non-performance of its obligations (other than an obligation to refund your deposit) to the extent that its performance is impacted by the Force Majeure Event.

Force Majeure Event means any circumstance or event which is beyond the reasonable control of a party, including any act of God, riot, war, civil unrest, flood, epidemic or pandemic, earthquake, fire, lightning, storm, or similar event.

Lumin Furniture Products & Australian Consumer Law

Lumin Furniture goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement, refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The guarantees under the Australian Consumer Law are in addition to any warranty against defects you are given (please refer to the Lumin Furniture Warranty Against Defects page for more information). Should your product be defective, you can make a claim under Lumin Furniture Warranty Against Defects.

Summary of Australian Statutory consumer guarantees

The Australian Consumer Law applies the following consumer guarantees to all goods you purchase from Lumin Furniture:

The goods will be of acceptable quality;
The goods will be fit for a particular purpose;
The goods will match their description;
The goods will match the sample or demonstration model;
You have title to the goods;
You have undisturbed possession of the goods;
There are no undisclosed securities on the goods;
Spare parts and repair facilities will be available for a reasonable time after purchase (unless you were advised otherwise at time of purchase).

Consumer Guarantee Remedies

If you have a "minor problem" with a Lumin Furniture product, Lumin Furniture can, at its cost, choose to repair the product instead of replacing it or refunding you.

If you have a "major problem" with a Lumin Furniture product, you have the right to choose whether to reject the goods (and either choose a refund or a replacement) or to ask for compensation for the drop in value below the price you paid.

Major Failure

For goods, there is a “major failure” to comply with a consumer guarantee when:

you would not have purchased the product if you had known about the problem; or
the product is significantly different from the description, sample or demonstration model you were shown; or
the product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time; or
the product is unsafe.

If there is a “major failure” of a Lumin Furniture product, you can choose to:

return the goods to us and ask for a refund; or
return the goods to us and ask for a replacement; or
keep the goods and ask us for compensation for the difference in value from either the supplier or the manufacturer.

Minor Failure

A "minor failure" is something that is not a "major failure". It can be fixed in a reasonable period of time. If your Lumin Furniture product is subject to a "minor failure", Lumin Furniture can choose to:

repair the Lumin Furniture product at no cost to you; or
refund you.

if Lumin Furniture fails to give you a free repair within a reasonable time or cannot fix your problem, you can:

get it done elsewhere and pass on the cost to Lumin Furniture; or
ask for a replacement; or
ask for a refund; or
recover compensation from Lumin Furniture for the drop in value below the price.

Exceptions to Guarantees

Consumer guarantees do not apply if you:

received what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it;
misused a product in any way that caused the problem; or
knew of, or were made aware of, the faults before you bought the product.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au

It is important that all your furniture are cared for following the instruction provided to you at the point of sale. Failing to care for your furniture may result in undesirable damage and void any warranty as per the conditions above.

Caring for Your Furniture

GENERAL CARE

Please ensure that your furniture is used as it was intended. Do not sit on arms of lounges, do not sit or stand on table tops, and do not pivot on the back legs of chairs.

SUNLIGHT

As with any product, prolonged exposure of furniture to direct sunlight will harm it. Direct exposure to sunlight will cause leather and fabrics to fade and may also cause excessive drying. Direct exposure to sunlight will cause timber products, particularly doors, tops and side panels to warp.

LEATHER UPHOLSTERED FURNITURE

Do not use harsh chemicals when cleaning your furniture.

FABRIC UPHOLSTERED FURNITURE

If thread becomes loose on the fabric, simply cut it off. Do not pull it. Dust is best removed using your vacuum cleaner with the appropriate attachment or a simple duster to prevent scratches. Avoid harsh brushing and sharp objects (rings, buckles, toys) as it will cause snagging of threads. Do not allow cats and dogs to walk on fabric upholstered furniture. As many fabrics differ in properties, it is best to follow the unique care and cleaning instructions labelled on your fabric furniture.

LACQUERED AND TIMBER FINISHES

Natural timber and veneer finishes will show distinctive markings, patterns and colour variations which are evidence of being produced from genuine timber materials. Always use protective heat coverings to protect against hot objects. A tablecloth is not sufficient. Always use coasters when placing glasses, bottles or cups on the surface. Regularly clean surface by wiping with a non abrasive, damp cloth.

MARBLE, TRAVERTINE, PAINTED RESIN AND MACSTONE FINISHES

Marble and Travertine are natural materials. Each piece is unique in markings and patterns and colour variation. Always use protective heat coverings to protect against hot objects. A table cloth is not sufficient. Always use coasters when placing glasses, bottles or cups on the surface. Any liquid spills should be wiped clean immediately. Remove dirt and dust by wiping with a warm, damp cloth.

CHROME & METAL FINISHES

Dust the surface regularly to avoid build up of pollutants, which may cause the surface to rust. Only use a recognized brand of chrome polish, if necessary. Avoid contact with sharp or hard objects as this will cause scratching.

GLASS

Use a regular glass cleaner with an appropriate soft cloth for glass. Do not apply glass cleaner to surrounding areas or the frosted side of the glass. Always use a mat to avoid hot objects being in direct contact with glass. Avoid contact with sharp or hard objects as this will cause scratching. Never lift glass tops from the ends of a table as this will put unnecessary stress on the surface and may cause it to break

BATTERIES

The healthy lifetime of any Battery supplied with our products is 12 months from the date of purchase.