Terms of service

Last updated: 30 September 2024

Welcome to Lumorie.

These Terms of Service (“Terms”) govern your access to and use of lumorie.uk, including any purchase of products from Lumorie.

By visiting our website, placing an order or otherwise using our services, you agree to these Terms.

Please read them carefully before placing an order.

1. About Lumorie

Lumorie provides personalised products, including products created using photographs, names, messages and other content supplied by customers.

Website: lumorie.uk
Email: Contact@lumorie.uk

Throughout these Terms, “Lumorie”, “we”, “us” and “our” refer to the business operating lumorie.uk.

2. Eligibility

By placing an order through our website, you confirm that:

  • You are legally capable of entering into a binding contract.

  • The information you provide is accurate and complete.

  • You are authorised to use the payment method selected.

  • You have the necessary rights or permissions for any photographs, text, images or other content you upload.

If you are purchasing on behalf of another person or organisation, you confirm that you have authority to do so.

3. Products

We make reasonable efforts to ensure that product descriptions, photographs, dimensions, specifications and other information displayed on our website are accurate.

However, because many Lumorie products are personalised and manufactured individually, minor variations may occur between images displayed online and the finished product.

These may include slight variations in:

  • Colour

  • Brightness

  • Positioning

  • Materials

  • Finish

  • Image appearance

Screen settings, lighting and photographic conditions can also affect how colours and images appear.

Such minor variations do not affect your statutory rights where a product is faulty, materially different from its description or otherwise does not conform to the contract.

4. Personalised Products

Many Lumorie products are created specifically for each customer.

Personalisation may include:

  • Photographs

  • Names

  • Dates

  • Messages

  • Text

  • Designs

  • Other customer-supplied information

You are responsible for checking all personalisation information carefully before submitting your order.

This includes spelling, photographs, names, dates and other selections.

If an item is manufactured correctly according to the information you supplied, we are generally unable to provide a free replacement or refund because you submitted incorrect information.

This does not affect your rights where Lumorie has made an error or where the product is faulty, damaged or not as described.

5. Photographs and Customer Content

When uploading photographs, images, text or other content to Lumorie, you confirm that:

  • You own the content or have permission to use it.

  • You have the necessary permission to provide images of other identifiable people where required.

  • The content does not unlawfully infringe another person's copyright, trade mark, privacy or other rights.

  • The content is not unlawful.

You retain ownership of any rights you have in your content.

By submitting content to Lumorie, you give us a limited permission to use, reproduce, adapt and transmit that content only as reasonably necessary to:

  • Process your order

  • Produce your personalised product

  • Work with relevant manufacturing or fulfilment partners

  • Provide customer support

  • Create a replacement where necessary

  • Resolve disputes relating to your order

This permission does not give Lumorie ownership of your photographs.

We will not use photographs uploaded for personalisation in public advertising or promotional content without separate permission where required.

6. Content We May Refuse

We reserve the right to refuse to manufacture content where we reasonably believe that doing so would:

  • Be unlawful

  • Infringe intellectual property rights

  • Seriously violate another person's privacy

  • Contain unlawful abusive or exploitative material

  • Place Lumorie or one of our service providers in breach of applicable law

If we cancel an order for one of these reasons before the product has been manufactured, we will provide an appropriate refund for amounts paid for the cancelled product, subject to applicable law.

7. Orders

When you place an order, you are making an offer to purchase the products in your basket.

Submitting an order does not necessarily mean that we have accepted it.

After receiving your order, we may send an email acknowledging receipt.

A contract between you and Lumorie is formed when we accept your order, which may be confirmed through an order confirmation or when we begin processing the order.

We reserve the right to refuse or cancel an order where reasonably necessary, including where:

  • A product is unavailable.

  • There is an obvious pricing or listing error.

  • Payment cannot be authorised.

  • Fraud or unauthorised activity is suspected.

  • We cannot reasonably fulfil the requested personalisation.

  • The order would breach applicable law.

Where an order is cancelled after payment has been taken, any refund legally due will be returned to the original payment method.

8. Checking Your Order

Before completing checkout, you are responsible for reviewing:

  • The selected product

  • Quantity

  • Personalisation

  • Photographs

  • Text

  • Delivery address

  • Billing details

  • Delivery option

  • Total price

Please correct any errors before completing your purchase.

9. Prices

Prices displayed on lumorie.uk are shown in the currency indicated on the website.

The total price payable will be shown before you complete your order.

Where applicable, the checkout will also display:

  • Delivery charges

  • Taxes

  • Discounts

  • Promotional reductions

  • Other charges

We may change product prices at any time, but changes will not normally affect orders that have already been accepted.

If an obvious pricing error occurs, we may contact you before fulfilling the order and give you the option to continue at the correct price or cancel the affected item.

10. Payment

Payment must be completed using one of the payment methods available at checkout.

Payments may be processed by third-party payment providers.

By providing payment information, you confirm that you are authorised to use the selected payment method.

We may delay or cancel an order where payment cannot be authorised or where reasonable fraud-prevention checks identify a potential issue.

11. Promotions and Discount Codes

Promotions, discounts and promotional codes may be subject to additional conditions.

Unless otherwise stated:

  • Promotional codes cannot be exchanged for cash.

  • Only one promotional code may be used per order.

  • Promotions may have an expiry date.

  • Promotions may apply only to selected products.

  • Discounts cannot normally be applied retrospectively after an order has been completed.

Any promotional restrictions will be communicated clearly where applicable.

Nothing in a promotional offer affects your statutory consumer rights.

12. Production

Personalised products may require a production period before dispatch.

Estimated production times may be displayed on our website or communicated during checkout.

Production estimates are not guaranteed delivery dates unless expressly stated otherwise.

During periods of unusually high demand, production may take longer.

We will take reasonable steps to fulfil orders within the timeframe agreed with you.

13. Changes and Cancellations

If you need to change or cancel your order, please contact:

Contact@lumorie.uk

as soon as possible.

If production has not started, we may be able to modify or cancel the order.

Because personalised products are created specifically according to your instructions, the normal statutory cancellation right applicable to many distance purchases generally does not apply to goods made to the customer's specifications or clearly personalised.

Once production of a personalised product has begun, cancellation due simply to a change of mind may therefore no longer be available.

This does not affect your statutory rights where an item is faulty, damaged, incorrectly manufactured or not as described.

14. Delivery

We deliver orders to the destinations made available during checkout.

Delivery times shown on our website are estimates unless expressly stated otherwise.

Please ensure that your delivery information is complete and accurate.

Lumorie is not responsible for delays caused by incorrect delivery information supplied by the customer, except where applicable consumer law provides otherwise.

Where a parcel appears to be lost or materially delayed, please contact us so that we can investigate with the delivery provider.

For additional information, please see our Shipping Policy.

15. Customs, Duties and Import Charges

Depending on your delivery destination and how the order is fulfilled, customs duties, import taxes or other charges may apply.

Where Lumorie collects such charges at checkout, this will be indicated to you.

Where charges are legally payable directly by the recipient, you may be responsible for paying them.

Applicable information will be provided as clearly as reasonably possible before purchase where required by law.

16. Returns and Refunds

Our returns, replacements and refunds are governed by our Returns & Refunds Policy, together with your statutory consumer rights.

Personalised products cannot normally be returned merely because you have changed your mind.

However, this restriction does not apply where you have a legal right to a remedy because the goods are:

  • Faulty

  • Damaged

  • Incorrectly manufactured

  • Not as described

  • Otherwise not in conformity with the contract

Please contact Contact@lumorie.uk if there is a problem with your order.

17. Faulty or Incorrect Products

Under applicable UK consumer law, products must meet applicable legal requirements, including requirements relating to satisfactory quality and conformity with their description.

If you receive an item that is damaged, faulty, incorrectly manufactured or materially different from what you ordered, please contact us.

Depending on the circumstances and applicable law, remedies may include:

  • Repair

  • Replacement

  • Price reduction

  • Refund

Nothing in these Terms limits your statutory rights.

18. Intellectual Property

Unless otherwise stated, the Lumorie website and its original content are owned by or licensed to Lumorie.

This may include:

  • Lumorie branding

  • Logos

  • Website design

  • Graphics

  • Product photography

  • Written content

  • Videos

  • Illustrations

  • Website elements

You may not reproduce, distribute, commercially exploit or create unauthorised derivative works from Lumorie-owned content without appropriate permission.

This section does not give Lumorie ownership of photographs or other personalisation content uploaded by customers.

19. Acceptable Use of Our Website

You must not use our website to:

  • Carry out unlawful activity

  • Attempt unauthorised access to our systems

  • Introdu