Refund policy

At Lumorie, each personalised product is carefully created especially for you. We want you to be completely happy with your order and will always do our best to resolve any issue quickly and fairly.

Personalised Products

Most Lumorie products are made to order using photographs, names, messages or other information provided by the customer.

Because these products are made specifically to your requirements, personalised and custom-made items cannot normally be returned or refunded simply because you have changed your mind.

This does not affect your statutory rights if your product is faulty, damaged, incorrectly produced or not as described.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible at Contact@lumorie.uk.

If production of your personalised item has not yet started, we may be able to amend or cancel your order.

Once your personalised product has entered production, we may no longer be able to change or cancel it.

Please carefully check all photographs, names, dates, messages and other personalisation details before submitting your order. Lumorie cannot normally provide a refund or replacement where the product has been produced correctly using information supplied incorrectly by the customer.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, incorrectly personalised due to an error on our part, or you receive the wrong product, please contact us as soon as possible at Contact@lumorie.uk.

To help us resolve the issue, please provide:

• Your order number

• A description of the problem

• Clear photographs or videos showing the issue

• A photograph of the packaging where relevant

We recommend contacting us within 7 days of delivery so that we can investigate the issue quickly. This recommendation does not limit your statutory consumer rights.

Where the product is confirmed to be faulty, damaged or incorrectly produced by Lumorie, we will provide an appropriate remedy, which may include a replacement, repair or refund in accordance with applicable UK consumer law.

Where a return is required because an item is faulty, damaged, incorrect or not as described, Lumorie will cover reasonable return costs where required by law.

Faulty Products

Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described.

Where applicable, customers may have the right to reject faulty goods within the statutory period and receive a refund.

After this period, customers may also have rights to a repair, replacement, price reduction or refund depending on the circumstances.

Nothing in this policy limits or excludes your statutory consumer rights.

Non-Personalised Products

If you purchase a product from Lumorie that has not been personalised or custom-made, you may have the right to cancel your order within 14 days of receiving it, in accordance with UK distance-selling rules.

After notifying us of your cancellation, you should return the eligible item within 14 days.

Products must be returned in their original condition and should not have been used beyond what is reasonably necessary to inspect them.

Unless the product is faulty, damaged, incorrect or not as described, the customer may be responsible for the cost of returning the item.

For eligible statutory cancellations, any standard delivery charge originally paid will be refunded where required by law. Additional costs for premium or expedited delivery services are not necessarily refundable.

Returns

Please contact us at Contact@lumorie.uk before returning any item.

Do not send a product back without contacting us first, as the appropriate return address and instructions will be provided depending on your order and location.

Unauthorised returns sent to an incorrect address may delay the processing of your request.

Refunds

Once a refund has been approved, it will be issued to the original payment method used for the purchase.

Where a refund is required under UK consumer law, we will process it within the applicable statutory timeframe.

After we issue a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

Original delivery costs will only be refunded where required by applicable law.

Personalisation Errors

Lumorie creates personalised products based on the information and files submitted by the customer.

We are unable to provide a free replacement or refund for errors caused by information supplied incorrectly by the customer, including:

• Incorrect names or text

• Incorrect dates

• Spelling mistakes submitted by the customer

• Incorrect photographs

• Low-quality or unsuitable images where the resulting limitation was reasonably apparent

• Incorrect personalisation options selected during checkout

If Lumorie makes an error during production and the finished product does not match the personalisation information submitted with your order, please contact us and we will arrange an appropriate solution.

Colour and Image Appearance

Please be aware that colours, brightness and image appearance may vary slightly between screens and the finished physical product.

Small variations caused by screen settings, lighting, photographic conditions or the manufacturing process are not normally considered defects.

However, if there is a significant production error or the item materially differs from what was ordered, please contact us so that we can investigate.

Lost or Missing Orders

If your tracking information shows unusual delays or your parcel appears to be lost, please contact us at Contact@lumorie.uk.

We will investigate the shipment with the relevant carrier and provide an appropriate solution where the parcel is confirmed as lost.

Contact Us

If you have any questions about a return, refund, replacement or your order, please contact:

Lumorie Customer Support
Email: Contact@lumorie.uk

Customer Service Hours:
Monday to Friday, 09:00–18:00 (UK time)

We aim to respond to customer enquiries as quickly as possible.

Last updated: 30 September 2026

This Returns & Refunds Policy does not affect any statutory rights you may have under applicable consumer protection law.