Return, Refund & Exchange Policy

At Lucretia, we make every effort to ensure that we deliver the products you have selected, when you need them.

However, there may be a rare occasion where you need to either return or exchange a product that we have supplied. This document outlines how you can do this.

For warranty claims, please see the Lucretia Product Warranty document for further information.

NOTE: nothing is this document is intended to alter or otherwise amend any rights available to Lucretia’s customers under Schedule 2, Competition and Consumer Act 2010 (Cth) (Australian Consumer Law)


IMPORTANT: All customers seeking refunds or exchanges must fill out all relevant documentation (i.e. Return Form) prior to exchange or refund being approved. No goods or refunds will be given until our warehouse has received faulty/ incorrect goods unless otherwise instructed.


Before you install

  • Please ensure correct product has been supplied, and you are satisfied with quality and design prior to installation. No refunds or exchanges will be given for change of mind once installed.
  • Please check the product(s) for any scratches / dints / surface imperfections. Once they have been installed, Lucretia Lighting cannot issue a refund for damaged products.
  • Please check that you have all necessary parts (refer to instructions)
  • Please ask your electrician to test the light and any globes provided prior to installation. The Lucretia Product Warranty does not cover labour costs associated with the installation, removal or reinstallation of a product, and Lucretia does not, to the fullest extent possible, accept any liability for such costs.
  • Please ensure your electrician is licensed and can provide you with a Certificate of Electrical Safety for any service issue to be assessed. The Lucretia Product Warranty does not cover faults attributable to incorrect installation.
  • Finally, please note that as different methods are used to coat or colour lighting products, the colouring of products may appear different in different settings or under different lighting conditions. While every effort is made to ensure that you are provided with an accurate example of the appearance of a product, Lucretia does not accept any liability for minor variations in colour, or the variation in appearance of a particular product under certain lighting conditions.


Change of Mind (7 Days Return)

Lucretia offers store credit on all non-custom, change of mind returns for up to 7 days from the date of delivery, provided that:

  • The product(s) have not been installed
  • The product(s) must be in a re-sellable condition
  • The packaging for the product(s) must be undamaged and in a re-sellable condition

The product(s) must be returned to our Croydon South Warehouse. Returns must be in person or via courier (at the customer’s expense). No returns are accepted at our Prahran showroom under any circumstances.

After the product(s) being returned to our warehouse and inspected, we will provide you with a Store Credit less a 20% restocking fee to cover our administrative costs and expenses in handling and cancelling the order.


Please Note:

  1. Any modification or customisation (including cord length, colour or canopy size changes) of any decorative lighting (except for standard colour canopy changes) will be considered a custom order, and cannot be accepted as return due to change of mind.
  2. If the packaging for a product is not in re-sellable condition, a further 10% fee will be deducted as a packaging fee.
  3. Products may differ from those pictured on the website due to natural variations in colour/finish and scale of the image.
  4. Products that have been installed cannot be returned for a 'change of mind' refund.
  5. Change of Mind returns will not be accepted after 7 days from the date of receiving the product(s).


Short-supplied or damaged goods

    If your goods arrive damaged or short-supplied please contact us at with photo evidence within 7 days of receiving the goods, and we will arrange a replacement item or part to be sent out ASAP.



    All our fittings have a minimum 12-month warranty, if installed by a qualified electrician (excluding globes).

    Warranty period on all products starts from the date of purchase of the original product only, not when any product is repaired or replaced.

    Please note that Lucretia is not responsible for any installation costs in case of incorrect, damaged, or faulty products being installed.



    A 50% deposit is payable on all backorders (Backorder Deposit).

    While backorders may be cancelled at any time, in the event a backorder is cancelled or exchange  more than 7 days after being placed, no refund of the Backorder Deposit will be payable.


    Custom and project orders

    Custom Orders

    Custom orders require a non-refundable deposit of 50% at time of ordering. The full balance due for such orders must be paid prior to dispatch and cannot be refunded or credited due to change of mind.

    Please note that the lead times provided by Lucretia are estimates only, and do not account for any delays in confirmation of drawings or photos.

    Any delay (beyond 24 hours) in the confirmation of drawings or photos will increase the lead time for your order accordingly. For the avoidance of doubt, any time frames provided by Lucretia are intended to be used as a guide only and should not be relied upon as a guarantee of delivery on a particular date. Accordingly, Lucretia does not, to the fullest extent possible under the law, accept any responsibility for any loss resulting from any delays in delivery

    Please be aware that any modification or customisation (including cord length, colour or canopy size changes) of any decorative lighting (except for standard colour canopy changes) will be considered a custom order, and cannot be refunded due to change of mind.

    Custom orders cannot be exchanged or refunded for change of mind. However, faulty custom orders can be refunded or exchanged, pursuant to the Lucretia Product Warranty. If you have any issues, please direct them to our Service Department.


    Commercial Orders

      A Commercial Order is any order which is placed for the purposes of resupply or resale.

      Lucretia will deem any order (or group of orders) that calls for the delivery of 10 or more lighting products to a single location, or in respect of a single project, to be an order placed for the purposes of resupply or resale.

      For all Commercial and Trade orders, a non-refundable 50% deposit is required to secure the order. Orders paid in full can be held in our warehouse for as long as required. If only a deposit has been paid on an order, further storage fees will be applicable to keep items stored in our warehouse.

      Please note that notwithstanding any other term of this policy, no refunds or exchanges are available for Project Orders for change of mind. Faulty products will be dealt with pursuant to the ‘Products for Commercial Use’ section of the Lucretia Product Warranty.


      Return address:



      820 Mountain Hwy, Bayswater VIC 3153


      Please Note: No returns will be accepted at our Prahran Showroom under any circumstances. All returns must be delivered either in person or via courier to our Croydon South warehouse. The warehouse reserves the right to reject any return without prior approval from us.


      Please download the following Returns Form and attach to each box being returned:

      Returns Form