Refund policy

Last updated: 9 September 2026

Luminous Luxe is the trading name of Luminous Luxe Collective. This policy applies to purchases made directly from Luminous Luxe through kristyreibel.com.au.

CHOOSE WITH INTENTION

Every Luminous Luxe piece is presented with detailed descriptions, dimensions, materials and finish information. Please review all product details carefully before placing your order and ensure that your chosen size, format, colour and finish are right for you.

We do not accept returns, exchanges or refunds for change of mind, including where you later decide that you no longer want the product, selected the wrong size or format, or prefer a different design, colour or finish.

MADE-TO-ORDER PRODUCTS

Bags, journals, lifestyle pieces and other print-on-demand or made-to-order products are produced specifically after an order is placed. Because production may begin immediately, these orders cannot be cancelled, changed, returned or exchanged for change of mind once submitted.

If a made-to-order product arrives with a manufacturing defect, printing error or damage, please contact us promptly using the process under Reporting a Problem below.

ART PRINTS AND PHOTOGRAPHY PRINTS

Art prints and photography prints are created to the specifications selected at checkout. We do not accept change-of-mind returns or exchanges.

If a print arrives damaged, materially defective or materially different from what was ordered, please contact us promptly. Once the issue has been assessed and verified, an appropriate remedy will be arranged.

ORIGINAL ART

Every original artwork is individually created and is one of a kind. Original artwork cannot be returned or exchanged for change of mind.

If an original artwork arrives damaged, please contact us promptly. Kristy will assess the artwork and the circumstances of the damage. Depending on the nature of the issue, the appropriate remedy may include professional restoration, replacement where possible, a refund or another remedy required by applicable law.

Do not return an original artwork without first receiving written return or collection instructions from Luminous Luxe.

COMMISSIONS AND CUSTOM WORK

Commissioned and customised pieces are created specifically for the purchaser. Once the commission has been approved and work has commenced, cancellations, returns, exchanges and refunds are not available for change of mind.

Any written commission proposal or agreement forms part of this policy and will govern the specific stages, approvals, payments and delivery arrangements for that commission. If there is an inconsistency, the specific written commission agreement will apply to the extent permitted by law.

DIGITAL PRODUCTS AND PRIVATE PAGES

Digital products, Digital Photo Editions, downloadable content and Private Pages cannot be returned or exchanged after access or download has been provided. Refunds are not offered for change of mind, failure to read the product description or incompatibility that was disclosed before purchase.

If a digital product is materially defective, inaccessible or not supplied as described, please contact us so the issue can be assessed and an appropriate remedy arranged.

BOOKS AND NOVELS

Physical books, novels or journals purchased directly from Luminous Luxe are covered by this policy.

Products purchased through Amazon, Lulu or another external retailer or marketplace must be handled through that seller’s order and returns process. Please contact the platform shown on your receipt for assistance with those purchases.

NATURAL VARIATIONS ARE NOT DEFECTS

Colours may appear differently across screens, devices, lighting conditions and printed materials. Original artworks and handmade or individually produced pieces may also contain natural variations in texture, surface, placement and finish.

These characteristics are part of the work and are not defects where the item materially corresponds with its description.

REPORTING A PROBLEM

If an item arrives damaged, defective, incorrect or materially different from its description, email enquiries@kristyreibel.com.au as soon as possible.

For transit damage, we ask that you contact us within seven days of delivery so the matter can be documented promptly with the carrier or fulfilment provider.

Please include:

• Your full name and order number
• A clear description of the issue
• Clear photographs of the item, damage or defect
• Photographs of the external and internal packaging
• Any other information reasonably required to assess the matter

Please retain the item and all packaging while the issue is being assessed. Do not dispose of, alter, repair or return the item unless instructed in writing by Luminous Luxe.

The seven-day request assists with documenting transit damage. It does not exclude or limit any rights that cannot lawfully be excluded.

ASSESSMENT AND REMEDIES

Luminous Luxe is entitled to assess the product and request reasonable evidence of the purchase and reported problem before providing a remedy.

The available remedy will depend on the nature and seriousness of the problem and may include repair, replacement, resupply, refund or another remedy required by applicable law.

We are not required to provide a refund or replacement where:

• The customer simply changed their mind
• The product was misused, mishandled or damaged after delivery
• The customer was made aware of the relevant issue before purchase
• The product materially matches its description and the variation is inherent in an original, handmade or individually produced piece
• The customer ordered the wrong product, size, format, colour, finish or delivery details

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

RETURNS AND RETURN COSTS

Returns must be authorised in writing before being sent. Where a return is required, Luminous Luxe will provide the appropriate return instructions. Unauthorised returns may be refused and remain the sender’s responsibility.

Where a product is confirmed to have a problem covered by applicable consumer guarantees, Luminous Luxe will reimburse reasonable return costs already paid by the customer.

For original artwork or another item that is large, heavy, fragile or difficult to return, Luminous Luxe will arrange an appropriate return or collection method where required.

If assessment confirms that the product does not have a covered problem, the customer may be responsible for collection, inspection and return-delivery costs where permitted by law and where those costs were disclosed before collection or assessment.

APPROVED REFUNDS

If a refund is approved, it will be processed to the original payment method. Processing times after the refund is issued are determined by the customer’s bank, card issuer or payment provider and are outside the control of Luminous Luxe.

Original delivery charges and additional delivery costs are not refundable unless required by law or included in the approved remedy.

CONTACT

For all return, damage and refund enquiries, contact:

Luminous Luxe Collective trading as Luminous Luxe
enquiries@kristyreibel.com.au