LUMO EXTERIOR.

Our return policy allows for returns within 14 days from the date of purchase for eligible items, as long as the returns meet the below criteria. We understand that circumstances may change, and we want to provide our customers with flexibility and peace of mind regarding their purchases on the terms of this Policy.
Items Must Be In Resellable Condition
Returned items must be shipped by customer, at customer’s cost, to the location designated by Lumo Exterior, and must arrive in resellable condition. All returns must be unused and in complete packages.
Charges apply if customers request us to take returned goods back to warehouse.
Returns due to change of mind or reasons not related to product quality (including but not limited to deformation or manufacturing defects) are accepted subject to assessment.
Please note that delivery fees are non-refundable, including the original delivery cost and any additional costs incurred for collecting the goods.
We Do Not Accept Returns of:
- Any decking clips or accessories;
- Products that have been damaged, used, missing hardware, or altered in any way;
- All sale, clearance, or closeout products;
- All tools designated as non-returnable;
- Products purchased as part of a kit or package unless the complete kit is returned;
- Any refunds from LUMO EXTERIOR will be made to the original form of customer payment.
Exchange of Products
If a product defect is identified, please notify us before the product is installed, used, or cut.
All items must remain unopened and in their original condition. Once the defect is confirmed, we will arrange a free on-site replacement of the affected product.
Unfortunately, we are unable to accept exchange requests for products that have been installed, used, or cut.
If an exchange is requested due to change of mind or personal preference, customers will be responsible for the delivery costs, and additional labour fees may apply.
When will I get my order?
In-Stock Items: Orders are typically processed within 1–2 business days and dispatched within 3–5 business days. Delivery times may vary depending on your location and the items ordered.
Pre-Order Items: Products that are not currently in stock generally have a lead time of 4–6 weeks.
Delivery: We offer delivery throughout the Sydney Metro Area. Delivery to other areas is available upon request. Please contact us for a shipping quote.
Click & Collect: Free pickup is available from our Clyde warehouse, Monday to Friday, 7:00am–4:00pm. We'll notify you once your order is ready for collection.
Important Information:
- We do not deliver to PO Boxes, parcel lockers or private mail bags.
- Freight insurance is not included.
- Authority to leave unattended is available at the customer's risk.
- Redelivery fees may apply if the initial delivery attempt is unsuccessful.
Once we've received your return, please allow 3 days for processing. After we've released your refund, it may take up to 24 hours to appear in your account, depending on your financial institution.
We'd love for you to come see us at 27 George Street, Clyde, NSW2142. We open Monday-Friday 7am-4pm, and Saturday 7am-12pm.
Most of our products are available in stock and ready for dispatch within 1–2 business days.
For out-of-stock or pre-order items, the estimated lead time is typically 4–6 weeks. Please contact our team to confirm stock availability and lead times before placing your order.
While we specialise in supplying quality materials, we can recommend experienced and professional installation teams based on your project type and specific requirements. Contact our team, and we'll be happy to connect you with suitable installers for your project.

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