Refund policy
At Lumali we follow a straightforward customer service policy. We want you to be thrilled with your digital templates, Google Sheets planners and downloads, and to have a seamless and satisfying experience when using our products.
Because our products are delivered digitally and cannot be returned once accessed or downloaded, we do have some specific refund policies outlined below.
Disclaimer
All Lumali products are digital downloads. Once a purchase has been completed and the files have been delivered or accessed, they cannot be returned.
Due to the nature of digital products, refunds or exchanges cannot be issued for change of mind, accidental purchases, or if the product does not meet personal preference. Please ensure you review the product description carefully before purchasing.
Further refund policies are outlined below.
No refunds on digital products
Due to the instant and irrevocable nature of digital downloads, Lumali does not offer refunds, exchanges, or returns once a product has been purchased and delivered.
By completing a purchase on our website, you acknowledge that you are purchasing a digital product and therefore waive your right to request a refund for change of mind once the files have been accessed or downloaded.
This policy is in accordance with Australian Consumer Law. However, if a digital product is found to be faulty or not as described, you may be entitled to a remedy such as a replacement, repair, or refund.
Customer errors
Our templates, planners and digital files are provided exactly as described on the product page. It is the responsibility of the customer to review product details, compatibility requirements, and instructions prior to purchase.
For example, many of our products are designed specifically for Google Sheets and may not function correctly in other spreadsheet software such as Microsoft Excel or Apple Numbers.
We cannot offer refunds for purchases made in error, including but not limited to:
- Purchasing the wrong product
- Not having the required software (e.g. a Google account for Google Sheets files)
- Not reviewing the product description before purchase
- Difficulty using the product due to lack of familiarity with Google Sheets or similar software
However, we are always happy to assist with guidance or troubleshooting if you contact our support team.
Digital product delivery issues
If you experience an issue accessing or downloading your digital product after purchase, please contact us and we will ensure you receive your files.
Common solutions may include:
- Resending the download link
- Providing direct access to your files
- Assisting with opening or accessing the template correctly
Faulty digital products
If a product is genuinely faulty (for example, a file that will not open, corrupted files, or a broken template function), please contact us and we will investigate the issue.
If a fault is confirmed, we will provide one of the following solutions:
- A corrected version of the file
- A replacement download
- A refund where the issue cannot be resolved
To initiate support for a faulty product, please email us with your order details and a description of the issue to the email below:
Product compatibility
Our digital products are designed to work with the software listed in the product description. For example, many Lumali templates are designed for Google Sheets only and may not function correctly in other spreadsheet programs.
Refunds will not be issued for compatibility issues if the required software is clearly stated on the product page.
Cancellations
Due to the instant delivery nature of digital products, orders cannot be cancelled once the purchase has been completed and the files have been delivered.
Please choose carefully when placing your order.
Support and contact
If you have any questions about your purchase or need help accessing or using your digital product, we’re here to help.
Our goal is to make your experience with Lumali simple and enjoyable, so if something isn’t working as expected, please reach out and we’ll do our best to assist.
You can contact us at:
We aim to respond to all enquiries within 24 hours during business days.