Refund policy

Refund and return policy

Last updated: 12 November 2026

JACK DOMINIC ERLE RATHBONE accepts returns for 30 days from delivery. The item has to arrive back with everything it shipped with, and it has to be in the condition it left in.

Before anything is posted

Write to info@lumaraen.shop with the order number and one line about what is wrong. You will get the Matamata return address and a reference to write on the parcel within one business day. A parcel with no reference has to be matched to an order by hand, which adds days to the refund.

What has to come back

Send back the whole kit: the product, its cable or charger, the printed quick-start card and any bracket or pouch supplied with it. Physical damage from a drop, or a unit taken apart, is excluded.

Faulty rather than unwanted

A genuine fault is treated differently from a change of mind. A ring light that flickers at low output, a panel whose colour temperature drifts, a torch that steps down after seconds counts as faulty: send a photograph or a short video of the behaviour and we repair, replace or refund it, with the return postage paid by us. The Consumer Guarantees Act 1993 applies in full and nothing here reduces it.

When the money arrives

Once the parcel is back in Matamata it is inspected within two business days and the refund is issued to the original payment method within five business days. Postage paid on the original order is returned only for a fault, transit damage or a packing error.

Exchanges

Prefer an exchange to a refund? Mention it in the email and the replacement is reserved while your parcel travels back, which keeps the whole thing to one round trip.

JACK DOMINIC ERLE RATHBONE
2 Birchwood Lane, Waikato, Matamata 3400, New Zealand
Email: info@lumaraen.shop
Phone: +64 20 177 8535