Refund policy

 

The Lumi Glow Risk-Free Guarantee & Return Policy

Because every Lumi Glow Frame includes a completely bespoke, custom-manufactured Lumi Litho based on your personal memories, our products are legally exempt from standard "change of mind" return policies (including the standard 14-day cooling-off period). Once a custom Lumi Litho enters production, the order cannot be cancelled or refunded.

However, we hold our craftsmanship to the absolute highest standard. We do not sell cheap, decaying gifts, and we stand by the physical legacy of our frames.

The 90-Day Lumi Glow Guarantee: If your frame arrives damaged, defective, or if the internal lighting system fails within the first 90 days of standard use, we will replace the hardware completely free of charge.

If your custom Lumi Litho arrives damaged in transit, simply send us a clear photo of the unboxing to [Insert Your Custom Google Workspace Email Here] within 48 hours of delivery, and we will immediately manufacture and express-ship a replacement print.

The "Perfect Glow" Promise (Our Love-It Guarantee): We understand that translating a digital memory into a physical 3D lithophane is a unique process. If you turn on your luxury lithophane lightbox and you do not absolutely love how your custom Lumi Litho looks (e.g., the contrast isn't right, or the focal point is off), you do not need to send the frame back.

Simply email us within 7 days of receiving your order. We will work with you to select a better-suited photograph, re-manufacture a brand new, optimized Lumi Litho, and post it to you completely free of charge. We want you to be breathless when you turn it on.

Your peace of mind is our priority. If there is a genuine issue with the quality of your frame or the translation of your image, we will make it right.