Exchange or Return a Product
Returns & Exchanges
If something isn’t quite right with your order, don’t worry, we’re here to help.
To make sure we can resolve things quickly and correctly. In many cases we can help without needing a return at all.
Your Consumer Rights (NZ)
Under the New Zealand Consumer Guarantees Act (CGA), you’re entitled to a remedy if a product:
- Is faulty
- Is not of acceptable quality
- Is not fit for purpose
These rights always apply, and nothing in this policy limits them.
How Returns & Exchanges Work
Step 1 – Get in Touch
Email our support team at:
📧 support@lumenora.co.nz
Please include:
- Your order number
- A short description of the issue
- Photos or a short video if something isn’t working as expected
Our team will review this and guide you through the next steps.
Step 2 – We’ll Take It From There
If a return or exchange is needed, we’ll:
- Confirm approval
- Explain the best solution (refund, replacement, or exchange)
- Provide clear instructions if a return is required
Step 3 – Resolution
Once everything is approved and (if required) received:
- Refunds are processed within 5 business days, or
- A replacement or exchange is sent out
Refunds are always made to the original payment method.
Customised & Personalised Products
Products made specifically to order, such as customised or personalised items, can’t be returned or exchanged for change-of-mind reasons.
That said, if a customised product is faulty or doesn’t meet the guarantees under the Consumer Guarantees Act, we will absolutely make it right.
A Friendly Note
Our goal is to resolve issues fairly, quickly, and with as little hassle as possible.
If something’s not right, just reach out, we’ll work with you to find the best solution.