Refund policy

Returns & Refunds

We want you to love your tea. If something isn’t right, here’s how we’ll sort it out.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, or isn’t what you ordered, email hello@lumalair.com with your order number and a photo. We’ll replace the item or refund you, and we’ll cover the return postage if the item needs to come back. This applies whenever you notice the problem, not just within 28 days. For low-value items, we may simply refund or replace without asking you to post it back.

Change of mind

Our accessories can be returned within 28 days, unopened and unused. For food safety and hygiene reasons, we can’t accept change-of-mind returns on loose leaf tea or herbal blends. If there is a genuine quality problem, get in touch and we'll make it right.

Opened tea

For food safety and hygiene reasons, we can’t accept change-of-mind returns on opened pouches. If an opened pouch has a genuine quality problem, get in touch and we’ll make it right.

Accessories

Strainers and infusers can be returned within 28 days if they’re unused and in their original condition.

How to start a return

  1. Email hello@lumalair.com with your order number and the reason for the return.
  2. We’ll reply with return instructions and the correct return address. Please don’t send anything back before you hear from us.
  3. Once we receive and check the item, we’ll refund you to your original payment method within 5 business days. Your bank may take a little longer to show it.

Cancelling an order

Orders are packed and dispatched quickly, usually within 1 to 2 business days, so please email us as soon as possible. We can’t cancel an order that’s already been dispatched.

Your rights

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

Questions

Email hello@lumalair.com and we’ll help.