This document outlines the returns policy of Lucent Globe Pty Ltd (Lucent Globe or we, us or our).

1.             Application

This policy applies to all products purchased online via our online store: www.lucentglobe.com (Products):

2.             Change of mind covered by our 30-Day Money Back Guarantee

In accordance with our 30-Day Money Back Guarantee Policy (available at https://lucentglobe.com/pages/30-day-money-back-guarantee), if, for any reason, you are not satisfied with your purchase of an ‘Eligible Product’ (as defined in that policy) via our online store, we will happily provide you with a refund, subject to your compliance with the claims process outlined in that policy.

3.             Change of mind not covered by our 30-Day Money Back Guarantee

3.1.        In circumstances where your purchase is not covered by our 30-Day Money Back Guarantee Policy and in addition to the consumer guarantees available to you under the Australian Consumer Law (as outlined in paragraph 4), if, for any reason, you are not satisfied with your purchase of any Products via our online store, we will happily provide you with a refund, exchange or store credit (at our sole and absolute discretion), subject to you undertaking the following steps:

(a)        you must, within 30 days from the date of your purchase, email support@lucentglobe.com with details of:

(i)              your full name and contact number;

(ii)            your order number and the email address used for your order;

(iii)           satisfactory proof of purchase (such as your original purchase receipt); and

(iv)           your desired resolution, being either: (1) a refund; (2) a replacement Product of equivalent value; or (3) a store credit, so that we can have regard to your preferences; and

(b)        Products must be returned unopened and unused in their original packaging and in the merchandisable condition in which they were purchased and:

(i)              if you purchased the Product from Australia or anywhere else in the world (excluding the United States of America), the Product must be returned to:

Lucent Globe Pty Ltd,

2/14-16 Tonka Street, Luscombe QLD 4207

(ii)            if you purchased the Product from the United States of America, the Product must be returned to:

ShipBob, Inc,

3001 Northern Cross Blvd, #361 Fort Worth, TX 76137

3.2.        Incomplete, indecipherable or illegible claims will be deemed invalid.

3.3.        Failure to produce the proof of purchase required by paragraph 3.1(a)(iii) when requested may, in the absolute discretion of Lucent Globe, result in invalidation of your claim and forfeiture of your right to a refund. Please note that our customer support team are not responsible for proving your purchase. You must supply the proof of purchase so that it can be validated.  

3.4.        Lucent Globe reserves the right, at any time, to verify the validity of your claim under this paragraph 3 and your identity (including your age and place of residence) and reserves the right, in its sole discretion, to disqualify you if Lucent Globe has reason to believe that you have breached any of the terms or conditions of this policy, tampered with the claims process or engaged in any unlawful or other improper misconduct intended to jeopardise fair and proper conduct of this policy. Errors and omissions may be accepted at Lucent Globe’s discretion. Failure by Lucent Globe to enforce any of its rights at any stage does not constitute a waiver of those rights. Lucent Globe’s legal rights to recover damages or other compensation from such an offender are reserved.

3.5.        Once you have completed the process outlined in paragraph 3.1 and where we agree to provide you with:

(a)        a refund, then:

(i)              we will refund you the amount that you paid for the Product; and

(ii)            the refund will be processed using the same payment method used when you purchased the Product;

(b)        a replacement Product of your choice, such Product will be shipped to you at our expense, provided that:

(i)              if the value of the replacement Product is greater than the value of the Product that you purchased, you will be required to pay for the difference; and

(ii)            if the value of the replacement Product is less than the value of the Product that you purchased, we will provide you with a store credit equivalent to the difference; or

(c)        a store credit, then we will provide you with a store credit of equivalent value to the Product that you purchased and you will receive a unique code that you can enter at checkout via our online store to apply the credit against a subsequent purchase.

3.6.        Without limiting paragraph 3.5:

(a)        if you are returning a Product that you purchased pursuant to a subscription order which attracted ‘free shipping’, any refund, replacement Product or store credit provided to you will be subject to a deduction to compensate Lucent Globe for the original delivery cost absorbed by it in relation to your original order; and

(b)        if:

(i)              the Product that you purchased is deemed unclaimed by our courier service; or

(ii)            you refuse to accept delivery of the Product that you purchased,

and regardless of whether that Product was a one-time purchase or a subscription purchase, if the Product is subsequently returned to Lucent Globe by our courier service in the condition required by paragraph 3.1(b), then we may (at our sole and absolute discretion) elect to provide you with a refund, replacement Product or store credit, subject to a deduction to compensate us for any costs charged to us by the courier service in connection with the return of that Product.

3.7.        Notwithstanding, the value of any refund, replacement Product or store credit provided to you will not include the costs of return postage borne by you. You are responsible for the cost and the risk of returning the Products to us. We recommend that:

(a)        items are returned to us via courier or registered post to ensure that they are protected and insured during transit; and

(b)        you provide us with return tracking information so that we can ensure the returned Product arrives back safely to us.

If the returned Product does not meet the requirements of this policy, you will be responsible for the cost of returning the Product to your nominated postal address.

3.8.        Lucent Globe recognises that the option to return an unwanted Product is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, Lucent Globe may refuse to accept Products returned pursuant to this paragraph 3 if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

4.             Consumer Guarantees

4.1.        We make every effort to ensure that every Product meets our high standards.

4.2.        Your ‘change of mind’ rights set out in paragraphs 2 and 3 do not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your Product is not of acceptable quality, is not fit for its intended purpose or is different from its description or sample, then you may be eligible for a refund, exchange or compensation for any drop in value of the Product (if you choose to keep it).

4.3.        If you have purchased a Product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a Product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.

4.4.        For the purposes of paragraph 4.3, a Product will have a major fault if:

(a)        it is unsafe;

(b)        is very different from the description or sample;

(c)        has either one serious problem or several smaller problems that would stop someone buying the Product if they knew about them beforehand; or

(d)        it cannot be used for its normal purpose, or another purpose a consumer told us about before they bought it, and it cannot be easily fixed within a reasonable time.

4.5.        Further information is available at: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.

4.6.        Products returned to us under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase. Our customer support team is unable to review any used Products via email or phone. All Products must be physically returned to us to be processed, in accordance with the process detailed in paragraph 5. If you encounter an unusual problem with your Product, we are here to help.

4.7.        Products that are damaged as a result of normal wear and tear, misuse, neglect, or abnormal use are not considered to be faulty and Lucent Globe will not provide a refund, replacement Product or store credit under those circumstances.

4.8.        To return a faulty Product, you must follow our returns process below.

5.             Return of faulty Products 

5.1.        Products must be returned to us whenever we agree to provide you with a refund or replacement pursuant to paragraph 4 or ask you to return the Product to us for inspection. When returning a Product to us, please ensure that you:

(a)        email support@lucentglobe.com with details of:

(i)              your full name and contact number;

(ii)            your order number and the email address used for your order;

(iii)           satisfactory proof of purchase (such as your original purchase receipt); and

(iv)           your desired resolution, being either: (1) a refund; (2) a replacement Product of equivalent value; or (3) a store credit, so that we can have regard to your preferences; and

(b)        return the Product to:

Lucent Globe Pty Ltd,

2/14-16 Tonka Street, Luscombe QLD 4207

5.2.        You may also be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our customer support team will determine how best to resolve it with minimum inconvenience to you.

5.3.        Where during our preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the Product is confirmed to have a defect later. We recommend that:

(a)        Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur; and

(b)        you provide us with return tracking information so that we can ensure the returned Product arrives back safely to us.

5.4.        It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged in transit may not be accepted and may be sent back to you and/or a refund refused.

6.             Resolutions in relation to faulty Products

6.1.        Once you have completed the process outlined in paragraph 5.1 and where we agree to provide you with:

(a)        a refund, then:

(i)              we will refund you the amount that you paid for the Product; and

(ii)            the refund will be processed using the same payment method used when you purchased the Product;

(b)        a replacement Product, then a Product of equivalent value to the Product that you purchased will be shipped to you at our expense; and

(c)        a store credit, then we will provide you with a store credit of equivalent value to the Product that you purchased, and you will receive a unique code that you can enter at checkout via our online store to apply the credit against a subsequent purchase.

6.2.        While we always endeavour to process your return in a timely manner, delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

7.             Cancellations and order amendments

7.1.        Subject to paragraph 7.2, whilst we will endeavour to accommodate any proposed change to, or cancellation of, your order as notified to us, we cannot guarantee that such changes or cancellations will be processed during busy sale and promotional periods, due to higher volumes, or in circumstances where your order has already been placed – for example, if your order has already been dispatched for shipping. Such amendments may include but are not limited to:

(a)        change of delivery address and details;

(b)        change to Product sizes;

(c)        adding or removing Products;

(d)        applying discounts; and

(e)        full order cancellations.

Accordingly, any such change or cancellation to your order is subject to Lucent Globe’s discretion.

7.2.        Notwithstanding, if your order is a subscription purchase, you can cancel or amend any recurring orders before any charges for those orders are subsequently processed, noting that the processing of such charges will occur on the dates selected by you in advance. You can also reschedule, cancel or pause your subscription online by logging into your online account with Lucent Globe. If you’re having trouble doing so, please contact support@lucentglobe.com for assistance.

8.             Further information

For further information, please contact our customers support team via support@lucentglobe.com. For more information about your rights as a consumer, see the Australian Consumer Law website at www.consumerlaw.gov.au.