Returns - Lumi Pony

Extended returns for Christmas! Items purchased between 27 Nov - 20 Dec are subject to an extended returns and exchanges window of 15 Jan (date of receipt back to our returns warehouses). 
Return your item to the Australian or USA warehouse.

We are so confident you'll love our products that we accept no-questions-asked returns of leather goods in their original condition within 14 days of the date you received your order. 

When trying on your items, please don't do up the buckles - simply leave straps slipped through keepers to check the fit until you're happy with the sizing.

Returns are accepted when the product is unused with tags still intact. We ask that you package the item up neatly and safely to return to us, so that it arrives with us in original condition.

We pride ourselves in the quality of our products. If you feel the quality isn't up to scratch then please tell us and we will be more than happy to discuss a resolution.

 

Returns  / exchange process:

Within the package your order arrived in, you will find a returns and exchanges form. Please complete this form which is also available here.

Send the item back to us with the completed form to:

Lumi Pony Australia
4a/108 Tolley rd
St Agnes
South Australia 5097

OR

Lumi Pony USA
720 Gladiola St
Suite D
Salt Lake City
Utah   84104

When you are returning an item due to wrong sizing or change of mind, the return postage is paid for by you. However, we will provide the replacement item to you with free postage.

Once returns are received, your refund will be processed via your original payment method within 7 days. However please allow extra time for this process during peak periods.

 

Faulty / error items:

Our products are handmade by humans, and packed by humans. While we do our best to avoid mistakes, unfortunately sometimes they do happen.

If you have a faulty item, or receive an item sent to you in error, please contact us via customer@lumiereequestrian.com. We will send you a returns postage label so that there is no cost to you in sending the product back to us. To be entitled to paid return postage, you must contact us about the issue first so we can send you a label. We will not reimburse you for postage you have paid to a post office. 

If you have questions or concerns, please reach out to us at customer@lumiereequestrian.com.