This Service Policy applies to all products and related services provided through the online store of Lumavino (hereinafter referred to as “we”, “us”, or “our”). This document establishes the fundamental rules governing your access to our website, browsing activities, and purchase transactions.
1. Introduction and Scope
This policy applies to all activities conducted through our online store, including browsing, account registration, order placement, payment, and after-sales services.By accessing or using this website, you agree to comply with this Service Policy and the related terms published on relevant pages.
2. User Accounts and Website Responsibility
When registering an account or placing an order, you must provide accurate, complete, and up-to-date information.You are responsible for safeguarding your account credentials. Any loss resulting from improper account management shall be borne by the account holder.
We strive to maintain the normal operation and reasonable security of the website, but we do not guarantee uninterrupted access or the absence of technical delays at all times.
3. Product, Inventory, and Pricing Disclosure
We make reasonable efforts to ensure that product descriptions, inventory status, and pricing information are accurate.
If display errors occur due to system issues or update delays, we reserve the right to correct the information or cancel affected orders, and we will notify you accordingly.Product images are for illustrative purposes only. The actual product received shall prevail.
4. Orders and Payment
Once an order is submitted and payment is completed, it will enter the system review process.An order becomes effective only after successful payment and confirmation.If payment irregularities or security verification issues arise, we may suspend or cancel order processing.
5. Shipping Policy
We provide delivery services throughout Australia.
Order processing time: 1–3 business days Orders enter review and preparation after payment confirmation.
Estimated delivery time after dispatch: 6–10 business days Actual delivery time may vary depending on the destination and logistics arrangements.
We typically use commonly recognized Australian carriers, including Australia Post, StarTrack, Toll, and Aramex Australia.
For additional details, please refer to our: Shipping Policy
6. Order Cancellation Policy
Orders may be canceled before entering the shipping process.To request cancellation, please contact customer support promptly and provide your order number and relevant details for verification.
Once cancellation is confirmed, refunds will be processed within 1–3 business days and returned to the original payment method.For full terms, please refer to our: Order Cancellation Policy
7. Return and Exchange Policy
Returns or exchanges may be requested within 45 days from the date of delivery.
Eligible circumstances include:
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Visible product defects;
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Quality-related issues;
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Significant color discrepancies or odor issues;
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Item not matching the product description;
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Reasonable return requests where the product remains in good condition.
When submitting a request, please provide order details and supporting materials (such as photos).
Upon approval:
For further information, please refer to our: Return & Exchange Policy
8. Refund Policy
After return approval or confirmed cancellation, we will initiate the refund procedure.
Refunds will be issued to the original payment method used at checkout (Visa or MasterCard).
Depending on the processing efficiency of the issuing bank, refunds are expected to be credited within 1–3 business days.If the refund is not received within a reasonable timeframe, please contact us for assistance.
9. Disputes and Governing Law
In the event of a dispute, both parties agree to attempt resolution through communication in good faith.We comply with Australian law, including GDPR.We reserve the right to update this policy, and any relevant changes will be published on the website.
10. Privacy and Data Protection
We process personal data in accordance with the GDPR policy and implement reasonable measures to protect data security.For detailed information, please refer to our Privacy Policy page.
11. Intellectual Property
All website content, including text, images, logos, layout design, and structural elements, is protected by intellectual property rights.No content may be copied, reproduced, or used for other purposes without prior written authorization.
12. Limitation of Liability
To the extent permitted by applicable law:
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We are not responsible for delays or interruptions caused by circumstances beyond reasonable control;
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We are not liable for indirect, incidental, or consequential damages;
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Any consequences arising from inaccurate information provided by users or violation of terms shall be borne by the user.
13. Amendments to Service Terms
We may revise this Service Policy based on operational or compliance needs.Updates will be published in the online store and will take effect upon publication.
14. Contact Information
If you have any questions regarding this Service Policy, please contact us:
