Refund policy
Every Mimi & Lunera order is carefully prepared and inspected before dispatch. While we hope every piece arrives exactly as expected, we're here to help if something isn't right. The information below explains our returns process, refunds and your rights under the Australian Consumer Law.
Change of Mind
Due to hygiene reasons, we are unable to accept returns or exchanges for change-of-mind purchases on body jewellery once it has been opened or handled.
This policy helps ensure every customer receives brand-new, unworn jewellery.
If you have any questions before placing your order, we'd be happy to help you choose the right piece. Please contact us before purchasing if you're unsure about sizing, materials or styles.
Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If you believe your item is faulty, damaged during transit, or you have received the incorrect product, please contact us here as soon as possible so we can assess the issue.
To help us resolve your claim quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of the item and any damage
We'll review your claim and, where appropriate, provide a repair, replacement or refund in accordance with the Australian Consumer Law.
Natural Gemstones
All of our pieces feature genuine natural gemstones.
Because each gemstone is formed naturally, variations in colour, pattern and inclusions are part of their unique character and should be expected. These natural variations are not considered faults or defects.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product has a major fault or otherwise fails to meet the consumer guarantees, you may be entitled to a repair, replacement or refund.
How to Start a Return or Warranty Claim
If you believe your order is faulty or you have received the incorrect item, please contact us here.
Please include:
- Your order number
- A description of the issue
- Clear photographs where applicable
We'll review your request and provide instructions on the next steps if a return is required.
Please do not send items back without contacting us first, as we may not be able to process unsolicited returns.
Refunds
If a refund is approved, it will be processed to your original payment method.
Please note that while we process approved refunds promptly, it may take several business days for your bank or payment provider to complete the transaction.