Refund policy
Refund Policy
At LUMi Moments, every product is handcrafted and made to order using the photos you provide. Because each item is personalized, we kindly ask that you review your order carefully before completing your purchase.
Returns & Cancellations
Due to the personalized nature of our products, we do not accept returns, exchanges, or refunds for custom orders unless the item arrives damaged, defective, or we made an error with your order.
Orders may be canceled only before production begins. Once production has started, cancellations are no longer possible.
Photo Quality
Customers are responsible for uploading clear, high-resolution images.
LUMi Moments is not responsible for:
- Low-quality or blurry photos provided by the customer.
- Images that appear pixelated due to low resolution.
- Minor cropping or adjustments necessary to fit the selected product size or shape.
By placing an order, you acknowledge that slight cropping may be required to achieve the best final result.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at:
📧 lumimoments.magnets@gmail.com
Please include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Once your claim has been reviewed, we will provide a replacement or a full refund when appropriate.
Lost or Delayed Packages
LUMi Moments is not responsible for shipping delays caused by the carrier.
If your package is marked as delivered but cannot be located, please contact the shipping carrier first. If you need assistance, we'll be happy to help you investigate the issue.
Refunds
If your refund request is approved, your refund will be issued to your original payment method within 5–10 business days.
Processing times may vary depending on your bank or credit card provider.
If you have any questions regarding your order, please contact us at: