Returns & Refunds

At Fieldlume, we want you to be confident with your purchase. If you change your mind, we offer a 30-day return period on eligible products purchased directly from Fieldlume.com.au.

Your rights under the Australian Consumer Law are separate from, and are not limited by, this change-of-mind policy.

30-Day Change of Mind Returns

If you change your mind about your purchase, you may return an eligible product within 30 days of delivery, provided that the product:

  • is unused;

  • is unopened;

  • is in its original packaging;

  • is in a complete and fully resalable condition; and

  • includes all original accessories, manuals and other items supplied with the product.

Proof of purchase may be required.

Change-of-mind returns must be requested within 30 days of the date your order was delivered.

Please contact Fieldlume before returning any product. Products returned without prior return instructions may experience delays in processing.

Change of Mind Return Shipping

For change-of-mind returns, the customer is responsible for the cost of returning the product to Fieldlume.

We recommend using a tracked shipping service and keeping your return postage receipt until your refund has been completed.

Any original shipping charges paid when placing the order are not refundable for change-of-mind returns, unless otherwise required by law.

Items Not Eligible for Change of Mind Returns

A product may not be accepted as a change-of-mind return if it:

  • has been opened;

  • has been used;

  • is damaged, marked or altered after delivery;

  • is missing its original packaging, accessories or included items;

  • is not in a condition suitable for resale; or

  • is a used battery or other used consumable item.

These exclusions apply only to change-of-mind returns.

They do not exclude or limit any rights or remedies you may have where a product is faulty, damaged, unsafe, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

Faulty Products

If you believe your product is faulty, please contact Fieldlume Customer Support.

Please provide, where reasonably possible:

  • your order number or proof of purchase;

  • the product model;

  • a description of the problem; and

  • clear photos or video showing the issue.

Fieldlume may assess the product before determining the appropriate remedy.

A faulty product does not need to be unopened or in its original packaging in order for you to exercise any rights that apply under the Australian Consumer Law.

Your rights in relation to faulty products are not limited to the 30-day change-of-mind return period.

Major Problems

Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a refund or replacement.

A product may have a major problem where, for example, it is unsafe, materially different from its description, or cannot perform its normal purpose and cannot readily be fixed within a reasonable time.

Any refund provided for a major problem will be processed in accordance with your rights under the Australian Consumer Law.

Minor Problems

Where a product has a minor problem, Fieldlume may first provide an appropriate remedy such as a repair.

If the problem cannot be repaired, or cannot be resolved within a reasonable time, additional remedies may be available in accordance with the Australian Consumer Law.

Faulty Product Return Shipping

Where Fieldlume confirms that a product has a fault or other problem covered by the Australian Consumer Law, Fieldlume will cover or reimburse reasonable return shipping costs within Australia.

Please keep any postage or transport receipts if you have been asked by Fieldlume to return the product at your own expense.

If an assessment determines that the product does not have a fault and the issue is not otherwise covered by applicable consumer rights, Fieldlume will contact you before any inspection, collection or return costs are charged.

Damaged or Incorrect Items

If your order arrives damaged, or you receive a product different from the product you ordered, please contact Fieldlume as soon as reasonably possible.

Please provide your order number together with photos of the product, packaging and shipping label where available.

Where Fieldlume confirms that an incorrect or damaged product was supplied, we will arrange an appropriate remedy and cover reasonable return shipping costs where a return is required.

Refunds

Once an eligible change-of-mind return has been received and inspected, Fieldlume will notify you whether the return has been approved.

Approved refunds will be returned to the original payment method.

For eligible change-of-mind returns, the refund will generally be for the amount actually paid for the returned product, excluding any original shipping charges paid by the customer.

Refund processing times after Fieldlume issues a refund may vary depending on your bank, card issuer or payment provider.

Refunds and other remedies for faulty products will be handled in accordance with the Australian Consumer Law.

How to Request a Return

Before sending any product back to Fieldlume, please contact us:

Email: info@fieldlume.com
SMS: +61 485 681 778

Please include:

  • your order number;

  • the product you wish to return;

  • the reason for the return; and

  • photos or video where the product is faulty, damaged or incorrectly supplied.

Our support team will review your request and provide return instructions and the appropriate return address.

Please do not send products to Fieldlume without first receiving return instructions.

Australian Consumer Law

This Returns & Refunds Policy is provided in addition to any rights and remedies available to consumers under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

Contact Us

If you have any questions about a return or refund, please contact:

Fieldlume Customer Support
Email: info@fieldlume.com
SMS: +61 485 681 778
Business address: 1 Charles St, Nunawading, Victoria 3131, Australia