Returns, Refunds and Warranty Policy

3. Your rights under the Australian Consumer Law

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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy explains our voluntary change-of-mind returns, our warranty, and how we handle damaged, faulty or incorrect products. Nothing in this policy excludes, restricts or modifies any rights or remedies you have under the Australian Consumer Law.

4. Change-of-mind returns and exchanges

If you change your mind, you can return a clock bought directly from The Lumora within 30 days of delivery for a refund, store credit or exchange.

Christmas returns. For orders placed between 1 November and 31 December, change-of-mind returns are extended until 31 January the following year.

To be eligible

You contact us within 30 days of delivery (or by 31 January for Christmas orders).
The clock is unused and in its original, saleable condition, with no signs of installation (for example, no screw holes in the mounting bracket and no batteries fitted).
It is returned with its original packaging, accessories and instructions where reasonably possible.
It is packed securely to prevent damage in transit.

We may refuse a change-of-mind return if the clock has been used, installed or damaged after delivery, or cannot reasonably be returned to saleable condition. If a change-of-mind return arrives damaged because it was not packed securely, we may take this into account.

Costs

You pay the cost of return shipping. We recommend a tracked service, and keeping your proof of postage. We are not responsible for a change-of-mind return that is lost or damaged on its way back to us.
Original shipping charges are not refunded on change-of-mind returns, including on orders that qualified for free shipping.
There is no restocking fee on standard orders.
Bulk orders (5 or more of the same item): we may deduct our reasonable shipping and processing costs from a change-of-mind refund. We will tell you the amount before you send the items back. If you are unsure, we suggest ordering one first.
For faulty, damaged or incorrect items, we cover reasonable return shipping costs (see section 5).

Refund, store credit or exchange

When we receive and check your return, you can choose:

a refund to your original payment method;
store credit for the value of the item; or
an exchange for another product, subject to availability. If the new product has a different price, we will tell you the amount to pay or to be refunded before we process the exchange. If the product you want is unavailable, we will offer an alternative or a refund.

Items that cannot be returned for change of mind

Some products may not be eligible for a change-of-mind return, where their nature or condition makes a return inappropriate. We will tell you about any such restriction on the product page before you buy. These restrictions do not affect your rights under the Australian Consumer Law.

5. Damaged, faulty or incorrect products

If your clock arrives damaged, develops a fault, is missing parts, is significantly different from its description, or you receive the wrong item, contact us and we will put it right in line with the Australian Consumer Law.

Damaged in delivery

Please check your order when it arrives and let us know as soon as possible if anything is broken. Reporting damage early helps us claim from the carrier and get a replacement to you faster, but it does not limit your rights. To help us, please send photos of:

the clock and the damage;
the outer shipping carton, including any visible damage; and
the inner packaging.

Please keep the packaging until your claim is resolved, where reasonably possible. Asking for photos helps us resolve claims quickly; we will never use it to restrict your rights.

Faulty products

If your clock stops working or develops a fault, please send us a description of the problem and, where possible, photos or a short video showing it. Before contacting us, please check the clock has fresh AA batteries fitted (batteries are not included), as this solves many problems.

Please do not try to repair or modify the clock yourself, as this can make it harder to assess the original fault.

What we will do

Depending on the problem, we will offer a repair, replacement, refund, replacement parts or another appropriate remedy.

Major failure: you can choose a refund or a replacement.
Minor failure: we may choose to repair or replace the clock, or offer another appropriate remedy, within a reasonable time.

Refunds for faulty, damaged or incorrect products are always made to your original payment method, never as store credit only.

Incorrect items or missing parts

If you receive the wrong item or a part is missing, contact us as soon as reasonably possible. We will send the missing part, replace the item, or refund you.

Return shipping for faulty, damaged or incorrect items

We pay reasonable return shipping costs for faulty, damaged or incorrect products. Please contact us before sending anything back, so we can give you a prepaid label or other return instructions. Please do not arrange expensive freight yourself without checking with us first.

If we inspect a returned clock and find no fault (for example, it only needed new batteries), we will contact you before doing anything further. If the clock is still eligible for a change-of-mind return (section 4), we can process it as one, and we may deduct the reasonable shipping costs we paid. If it is not eligible, we will send it back to you, and we may ask you to cover the reasonable cost of return shipping. We will tell you any costs before they are incurred.

6. Our 12-month clock warranty

Every clock from The Lumora comes with a 12-month warranty against defects in materials and workmanship, from the date of delivery. This warranty is given by us as the importer and seller, and is in addition to your rights under the Australian Consumer Law (section 3).

What is covered

Under normal household use, the warranty covers defects in:

the clock movement and timekeeping mechanism, including rotating or moving parts;
hands, dials and faces;
LED lights, remote control and electronic components; and
the frame, case and glass, where the defect is due to manufacture.

If a defect is covered, we will repair or replace the clock. If we cannot repair or replace it, we will refund the purchase price.

What is not covered

The warranty does not cover:

damage from dropping, impact or accidents, such as broken glass or a cracked frame after delivery;
damage from water, moisture or extreme heat or cold;
damage from leaking, incorrect or poor-quality batteries;
normal wear and tear, such as fading or minor marks that develop with use;
batteries, which are consumable and not included; or
repairs or modifications by anyone other than us or our authorised repairer.

How to make a warranty claim

Email admin@thelumora.com.au or info@thelumora.com.au, call us on (03) 7057 8373 or +61 455 301 242, or use the contact form on our website, with:

your order number (proof of purchase);
a description of the problem and when it started; and
photos or a short video showing the issue.

We will reply within 2 business days. If we need to inspect the clock, we will send you a prepaid return label or other return instructions.

Costs of a claim

We pay the reasonable costs of a valid warranty claim, including return shipping to us and sending the repaired or replacement clock back to you. If we find the problem is not covered by this warranty, we will contact you before doing anything further, and tell you about any costs before they are incurred.

Warrantor

Benco Holdings Pty Ltd trading as The Lumora
ABN 57 683 964 945
Unit 30/463A Sommerville Road, Brooklyn VIC 3012
Phone: (03) 7057 8373 · +61 455 301 242
Email: admin@thelumora.com.au · info@thelumora.com.au

7. Refunds and how to return a product

We process approved refunds within 7 to 10 business days of receiving and checking your return, and email you when it is done.

Refunds

Refunds are made to your original payment method, unless you choose store credit for a change-of-mind return.
Your bank or payment provider may take a few extra days to show the refund in your account.
Original shipping charges are not refunded on change-of-mind returns.
Refunds for products that fail a consumer guarantee are made in line with the Australian Consumer Law, and may include the original shipping cost.

How to return a product

Please contact us before sending anything back. Returns sent without contacting us first, or to an address other than the one we give you, may be delayed.

Contact us. Email admin@thelumora.com.au or info@thelumora.com.au, call (03) 7057 8373, or use the returns form on our website. Include your name, order number, the product, the reason for the return, and whether you would like a refund, store credit or exchange.
Assessment. We will review your request and may ask for photos or a short video.
Return instructions. If the product needs to come back, we will email you the return address and instructions (and a prepaid label for faulty, damaged or incorrect items).
Send it back. Pack the clock securely, ideally in its original packaging, and send it using the method we provide.
Resolution. When we receive the clock, we will check it and arrange your refund, store credit, exchange, repair or replacement.