Refund policy

Lumontier 30-Day Refund and Return Policy

We want you to be fully satisfied with your purchase. If you need to return an item, we offer a simple, 30-day return process from the date of delivery.

1. Eligibility for Refunds and Returns

You may request a return within 30 calendar days of the order delivery date. **Lumontier does not offer direct exchanges; please request a return and place a new order if you require a different item.**

To be eligible for a full refund, the product must meet all of the following criteria:

  • It must be in an unused, resalable condition, free from any signs of wear.
  • It must be in the original product packaging, complete with all accessories and documentation.
  • It must be free from damage caused by misuse, modifications, or accidents.

2. Non-Refundable and Exempt Items (Hygiene Policy)

Due to hygiene and sanitary concerns, the following items are **non-refundable and exempt** from being returned unless there is a clear, verifiable manufacturer defect confirmed by our inspection team:

  • Any earphones, IEMs, or headphones that have been worn or opened and show clear signs of use (e.g., ear wax, scratches, or wear on eartips/earpads).
  • Gift cards or promotional items.
  • Orders placed through unauthorized resellers or third-party websites.

If a product is returned used and is not defective, your refund request will be rejected, and the item may be returned to you at your expense.

3. How to Initiate a Return

  1. Contact Us: Email our support team at info@lumontier.com within the 30-day window with your original order number and the reason for the return (e.g., incorrect item, changed mind, defective).
  2. Receive Authorization: Our team will review your request. If approved, you will receive a Return Merchandise Authorization (RMA) number and detailed shipping instructions.
  3. Ship the Item: The returned item must be shipped back to our processing facility within 14 days of receiving the RMA number.

4. Return Shipping Address and Responsibility

Customers are responsible for the cost of return shipping for change-of-mind returns. We highly recommend using a trackable shipping service.

Return Address: Approved returns must be shipped to our designated Australian Returns Processing Center:

Lumontier Returns – 
PO Box 2209 
Geelong Vic,
3220
Lumontier is not responsible for items lost or damaged during return transit.

5. Refund Processing

  • Inspection: Once we receive the returned item, we will inspect it within 3-5 business days.
  • Notification: We will notify you via email regarding the approval or rejection of your refund based on the item's condition.
  • Processing Time: Approved refunds will be processed within 7–10 business days.
  • Method: Refunds will be issued to the original payment method used for the purchase.
  • Restocking Fee: We do not charge a restocking fee for items returned in resalable condition.

6. Defective or Damaged Items (Warranty)

If your product arrives defective or is damaged during initial delivery, please contact us immediately (within 7 days of delivery).

  • We will cover all return shipping costs and arrange for a replacement or a full refund, including the original shipping charges.

7. Contact Us

If you have any further questions about our policy, please reach out to us:

Email: info@lumontier.com