Refund policy

Refund & Return Policy

Thank you for shopping with us. Each LumaSphere is carefully prepared and, in most cases, personalized for the customer. Please review our policy below before requesting a return or refund.

Returns

We do not accept returns for change of mind.

Returns are accepted only if the item is:

  • Defective

  • Damaged during delivery

  • Not functioning as intended despite correct use

To be eligible for a return:

  • The issue must be reported within 7 days of delivery

  • The item must be returned in its original condition and packaging

  • Proof of purchase (order number) is required

  • A photo or video clearly showing the issue must be provided

You must contact us at 📩 info.lumasphere@gmail.com before sending any item back.
Returns sent without prior approval will not be accepted.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalized or customized items (including custom videos, photos, or content)

  • Items used incorrectly or damaged due to improper handling

  • Items returned due to setup misunderstanding or lack of compatible equipment

  • Sale or discounted items (final sale)

  • Items returned without original packaging

Refunds

Refunds are issued only after inspection and approval.

If your return is approved:

  • Refunds are processed to the original payment method

  • Processing time: 3–7 business days

  • Shipping costs are non-refundable

If the issue does not meet our return criteria, the refund request will be declined.

Replacements & Exchanges

We replace items only if they are:

  • Defective

  • Damaged during transit

  • Not functioning properly under normal use

To request a replacement, email info.lumasphere@gmail.com with:

  • Your order number

  • A brief description of the issue

  • A photo or video clearly showing the problem

Approved replacements are shipped at no additional cost.

Order Cancellations

Orders may be canceled within 12 hours of purchase.

After this period, the order may already be in production or personalization and cannot be canceled.

Incorrect or Damaged Orders

If you receive the wrong item or your order arrives damaged, notify us within 7 days of delivery with:

  • Order number

  • Description of the issue

  • Clear photo or video evidence

Once verified, we will arrange a replacement.

Contact

For all return, refund, or support inquiries:
📩 info.lumasphere@gmail.com