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Refund Policy

Returns & Exchanges

At Lumen Safety Limited, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process.

Return Policy

  • Eligibility: Items must be returned within 14 days of purchase.

  • Condition: Products must be in their original, unused condition with all tags and packaging intact.

  • Exceptions: Custom or personalised items cannot be returned unless they are defective or damaged upon arrival.​

How to Return an Item

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  1. Request a Return:

    • Email us at support@lumensafety.co.nz with your order number, the item(s) you wish to return, and the reason for the return.

  2. Receive Return Authorisation:

    • Our customer service team will review your request and provide you with a return authorisation number and return instructions.

  3. Ship the Item:

    • Package the item securely and include the return authorisation number inside the package.

    • Ship to the address provided in the return instructions. Please use a trackable shipping method, as we are not responsible for lost or damaged items.

  4. Processing Your Return:

    • Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.

    • Approved returns will be processed, and a credit will be applied to your original method of payment within 7-10 business days.

Exchange Policy

If you would like to exchange an item for a different size or colour, please follow these steps:

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  1. Request an Exchange:

    • Email us at support@lumensafety.co.nz with your order number, the item(s) you wish to exchange, and the desired replacement item(s).

  2. Receive Exchange Authorisation:

    • Our customer service team will review your request and provide you with exchange authorisation and instructions.

  3. Ship the Item:

    • Package the item securely and include the exchange authorisation number inside the package.

    • Ship to the address provided in the exchange instructions. Please use a trackable shipping method.

  4. Processing Your Exchange:

    • Once we receive your item, we will process the exchange and ship the replacement item to you.

    • You will receive a confirmation email with tracking information once your replacement item has been dispatched.

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