At Lumorie, every bracelet is handcrafted and personalized to celebrate life’s most meaningful moments. Because each piece is custom-made using the photograph you provide, our return policy differs from that of mass-produced products.
We are committed to delivering exceptional quality while maintaining a transparent policy that protects both our customers and the personalized nature of our products.
Please read this policy carefully before placing your order.
Our Commitment
Customer satisfaction is at the heart of everything we do. Every Lumorie bracelet undergoes multiple quality inspections before shipment to ensure it meets our strict standards for craftsmanship, personalization, and presentation.
If something isn’t right with your order, our Customer Support team will work directly with you to find a fair solution.
30-35 Day Money-Back Guarantee
We offer a 30 to 35 Day Money-Back Guarantee from the date your order is delivered. Within these 30 to 35 days, you may request a return or refund under the following conditions:
Defective or Damaged Products
If your item arrives damaged or has a verified manufacturing defect, we will issue a full refund or send a replacement.
Non-Defective Returns / Preference Changes
If you wish to return a product that is not defective (or if you are unable to provide required unboxing video evidence of a defect), you are eligible to return the item within 30 to 35 days, but you (the customer) must cover all return shipping costs.
Mandatory Unboxing Video Requirement (No Video, No Refund)
To ensure fairness and protect against false claims, we strongly encourage all customers to record a continuous unboxing video when opening their package for the first time.
No Video, No Defect Refund
If you are requesting a refund or replacement for an item that arrived damaged or defective, you must provide a video showing the parcel being opened and displaying the defect.
Without a clear unboxing video showing the defect upon arrival, the item cannot be classified as defective, and you will be required to cover return shipping costs under our standard 30- 35 days return policy.
Return & Claim Eligibility
We gladly review and resolve return and refund requests involving:
•Manufacturing defects
•Incorrect item or design received
•Damaged products upon delivery
•Missing components
•Verified production errors
•Incorrect personalization caused by Lumorie
To file a claim, please notify us within 7 days of delivery and submit all required video/photo evidence.
What Is NOT Considered a Defect
The following situations do not qualify as manufacturing defects:
•Minor color variations caused by monitor or phone screen display settings.
•Natural variations inherent in handcrafted jewelry.
•Normal wear and tear from everyday use.
•Slight differences in projected image brightness depending on ambient light sources.
•Scratches, tarnishing, or damage resulting from improper care, exposure to water/harsh chemicals, or accidental drops after delivery.
Order Cancellation Policy (24-Hour Limit)
Because every bracelet enters production quickly, cancellation requests are strictly time-sensitive
Within 24 Hours: You may cancel your order for a full refund within 24 hours of placing it. Please contact Customer Support immediately if you need to cancel.
After 24 Hours: Once 24 hours have passed from the time your order was placed, your photo file has entered processing and materials have been allocated. We can no longer cancel or refund your order after the 24-hour window has passed.
Customer Support Hours
Our Customer Support team is available Monday through Friday, 9:00 AM – 5:00 PM EST.
Please note that cancellation requests received outside these operating hours will be processed based on the timestamp of your email.
Refund Processing & Timeframes
Once your return or refund request has been verified and approved:
Email Confirmation: We will process your refund within 24 to 48 hours and send an automated email confirmation to your inbox.
Bank Posting Times: Actual refund posting times depend on your financial institution once processed on our end. Please allow the following estimated business days for your bank to reflect the credit:
•Credit / Debit Cards: 5–10 Business Days
•PayPal: 3–5 Business Days
•Shop Pay: 5–10 Business Days
•Apple Pay / Google Pay: 5–10 Business Days
Inquiries: If you do not see the credit after receiving our refund confirmation email, please contact your bank or credit card provider directly moving forward.
How to Submit a Claim or Return Request
To request a return, refund, or replacement, please reach out to our team via our Contact Us page.
Please ensure your request includes
•Full name and email address used to place the order.
•Order number.
•Detailed description of the issue.
•Unboxing video (mandatory for damage/defect claims) and clear photos showing the product from multiple angles, the projection stone, and packaging materials.