Returns & Refunds
At Fieldlume, we want you to be confident with your purchase. This Returns & Refunds Policy applies to eligible products purchased directly from Fieldlume.com.au and Fieldlume.com for delivery in Australia, the United States or New Zealand.
Fieldlume offers a 30-day change-of-mind return period in addition to any rights that cannot lawfully be excluded under applicable consumer protection laws. Australian customers retain their rights under the Australian Consumer Law. United States customers retain any rights available under applicable federal and state consumer protection laws. New Zealand customers retain their rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
30-Day Change-of-Mind Returns
If you change your mind about your purchase, you may request a return within 30 days of delivery, provided that the product:
- is unused;
- is unopened;
- is in its original packaging;
- is complete and in fully resalable condition; and
- includes all original accessories, manuals and other items supplied with the product.
Proof of purchase may be required. The return request must be submitted within 30 days of delivery.
Please contact Fieldlume before returning any product. Our support team will review your request and provide the appropriate return instructions and return address. Products sent without prior return instructions may be delayed or refused.
Change-of-Mind Return Shipping
For change-of-mind returns in Australia, the United States and New Zealand, the customer is responsible for the cost of returning the product to the return address provided by 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 applicable 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 or 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 rights that may apply where a product is faulty, damaged, unsafe, incorrectly supplied or materially different from its description.
Faulty Products
If you believe your product is faulty, please contact Fieldlume Customer Support before sending it back.
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. Rights relating to faulty products are not limited to the 30-day change-of-mind return period.
Damaged or Incorrect Items
If your order arrives damaged, or you receive a product different from the product 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.
Return Shipping for Confirmed Faults
Where Fieldlume confirms that a product has a fault or other problem covered by applicable consumer protection laws or a Fieldlume warranty, Fieldlume will cover or reimburse reasonable return shipping costs within Australia, the United States or New Zealand.
Please follow the return instructions provided by Fieldlume and keep any postage or transport receipts if you are asked to return the product at your own expense.
If an assessment determines that the product does not have a covered fault, Fieldlume will contact you before any inspection, collection or return costs are charged.
Refunds
Once an eligible 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.
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 the appropriate return instructions and return address for your order.
Please do not send products to Fieldlume or to any fulfilment location without first receiving return instructions.
Consumer Rights
For Australian customers, this policy is provided in addition to rights and remedies available under the Australian Consumer Law.
For United States customers, this policy is provided in addition to rights and remedies that may be available under applicable federal and state consumer protection laws.
For New Zealand customers, this policy is provided in addition to rights and remedies available under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
Nothing in this policy is intended to exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified.
Contact Us
If you have 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
The business address above is not a return address. Please contact us first to receive the correct return instructions and address.