Returns & Refunds Policy

Change of Mind Returns

We want you to feel confident choosing products from Lumos Play.

For eligible products, we accept change-of-mind returns within 14 days of delivery, provided the item is:

• unused and unopened;
• in its original packaging;
• in resalable condition; and
• accompanied by proof of purchase.

Please contact us before returning an item so we can provide return instructions.

For change-of-mind returns, return postage is the responsibility of the customer. Original delivery charges are not refundable.

Once the returned item has been received and inspected, an approved refund will be issued to the original payment method.

Oral Sensory & Hygiene Products

For hygiene and safety reasons, chew necklaces and other oral sensory products cannot be returned for change of mind once their packaging has been opened.

This exclusion applies only to change-of-mind returns and does not limit your rights if a product is faulty, damaged or otherwise does not meet the consumer guarantees under Australian Consumer Law.

Wooden Playroom Direct-Delivery Products

Products shipped directly from our supply partner Wooden Playroom are not eligible for change-of-mind returns, including when an item is unused and unopened. This includes the direct-delivery products in our Play Matters range.

If you are unsure whether a product is supplied through Wooden Playroom, please contact us before ordering. This exclusion applies only to change-of-mind returns. If an item is faulty, damaged or incorrect, your rights under Australian Consumer Law continue to apply.

Sale & Clearance Items

Final-sale or clearance items are not eligible for change-of-mind returns unless otherwise stated.

Your rights in relation to faulty or defective products continue to apply regardless of whether an item was purchased at full price or on sale.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as practicable with your order details and photographs of the item and packaging where relevant.

Our products come with consumer guarantees under the Australian Consumer Law. These rights cannot be excluded by a store return policy. Where a product has a major problem, consumers can generally choose a refund or replacement; different remedies apply to minor problems. If a product is confirmed to be faulty, reasonable return costs must also be reimbursed where applicable. 

Nothing in this Returns & Refunds Policy is intended to exclude or limit your rights under the Australian Consumer Law.