Returns & refunds.
Changed your mind, or received something that isn’t right? Here is exactly how returns, refunds and damaged deliveries work at Gemlumo.
Last updated: 9 September 2026
30-day return window
We accept eligible returns for both defective and non-defective physical products. Contact us within 30 calendar days after your order is delivered. Returns are available worldwide by mail only and must be approved before they are sent.
How to start a return
- Use our contact form or email hello@gemlumo.com.au with your order number and reason for the return.
- We will confirm eligibility and send the return address and packing instructions.
- Pack the item securely, preferably using its original protective packaging, and send it using a trackable postal or courier service.
Please do not send a return before receiving instructions from us.
Return condition
For a change-of-mind return, the item must be in new, unused and resalable condition: unhung, unmarked and returned with its original frame, components and protective packaging. We may reduce a refund only where legally permitted if the item has been used, damaged after delivery or is missing parts.
Return shipping costs and fees
For change-of-mind returns, you are responsible for the return shipping cost and return label. Original outbound shipping charges, customs duties and taxes are not refundable unless required by law. Gemlumo charges no restocking fee.
If an item is faulty, damaged in transit, incorrect or materially different from its description, Gemlumo will cover the reasonable return shipping cost or provide a prepaid return method where available.
Damaged, faulty or incorrect items
Contact us as soon as reasonably possible with your order number and clear photographs of the artwork, outer carton, shipping label and internal packaging. Keep the item and packaging until we provide instructions. Depending on the circumstances and your legal rights, we will arrange a repair, replacement or refund.
Refunds
After we receive and inspect an approved return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may take an additional 5–10 business days to display the funds.
Exchanges
Because many Gemlumo pieces are one of a kind, we do not offer direct exchanges. Return an eligible item for a refund and place a new order for the replacement you want. Faulty or damaged products may be replaced where stock is available and the remedy is appropriate.
Items that cannot be returned for change of mind
- Digital gift cards after delivery.
- Custom-made, commissioned or personalised products.
- Items marked final sale before purchase.
These exclusions do not limit any rights you have for faulty, unsafe, incorrectly described or otherwise non-compliant goods.
Order cancellations
Contact us immediately if you need to cancel an order. If it has not entered packing or dispatch, we will try to cancel it and issue a refund. Once dispatched, the applicable return process above applies.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable consumer laws.
Contact
Gemlumo customer support: hello@gemlumo.com.au or the online contact form.