Refund policy
Order Cancellation Policy
Before Shipping:
Orders can be cancelled for a full refund if they have not yet been processed or shipped.
After Shipping:
Once an order has been shipped, it cannot be cancelled. However, you may request a return once the item is delivered.
30-Day Return Policy
We offer a 30-day return window from the date your order is delivered.
To be eligible for a return:
- The item must be unused and in original condition
- Must include original packaging where possible
How to Initiate a Return (Australia Only)
At this time, returns are accepted for customers located in Australia only.
To start a return:
- Contact our support team with your order details at either the contact page or directly at help@lucendihome.com
- We will provide return instructions if your request is approved
Please note:
- Return shipping costs are the responsibility of the customer (unless the item is faulty or incorrect)
Refund Process
Once your returned item is received:
- It will be inspected to ensure it meets return conditions
- If approved, your refund will be processed to your original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank/provider.
Damaged or Defective Products
If your item arrives damaged, defective, or incorrect:
- Contact us within 7 days of delivery
- Provide photo or video evidence
We will offer:
- A free replacement, or
- A full refund
In these cases, no return is required.