Refund, Return & Exchange Policy
Overview
At Luminatee, we want every customer to feel confident when placing an order with us. Since many of our products are individually produced after an order is submitted, our refund, return, and exchange procedures are different from those of traditional retail stores that carry pre-made inventory.
Please review this policy carefully before completing your purchase.
Business Information
Luminatee
Address: 9920 SW Tigard St, Portland, OR 97223, United States
Email: [email protected]
Phone: +1 (213) 377-0499
Made-to-Order Products
Luminatee products are generally produced specifically for each customer after an order has been confirmed.
Because of the made-to-order nature of our products, we generally cannot accept returns, exchanges, or refund requests resulting from:
- Selecting the wrong size
- Ordering the wrong product or variant
- Personal color or style preference
- Change of mind after purchase
- Buyer’s remorse
- Incorrect options selected by the customer during checkout
We strongly recommend reviewing the product description, available options, size chart, and order details before submitting your order.
Eligible Refunds & Replacements
If there is a problem with the product you receive, we will work with you to provide an appropriate solution.
A refund or replacement may be available when an order arrives with one of the following issues:
- Product damaged upon arrival
- Manufacturing defect
- Printing or production error
- Incorrect product received
- Incorrect size, color, or design sent due to our production or fulfillment error
Claims for damaged, defective, or incorrect products must be submitted within 7 days of delivery.
How to Submit a Claim
To report an issue with your order, please contact:
Email: [email protected]
Please provide the following information so that we can review your request:
- Your order number
- A brief explanation of the issue
- Clear photographs showing the product and the problem
Our customer support team typically responds within 1–3 business days.
Please keep the product and its packaging until your claim has been reviewed, as additional information may occasionally be required.
Resolution Options
After reviewing the information provided, Luminatee may offer an appropriate resolution depending on the circumstances, including:
- A replacement at no additional cost
- A full refund
- A partial refund when appropriate
For qualifying defective or incorrect products, a physical return is generally not required unless our support team specifically asks you to return the item.
Returns
Due to the made-to-order nature of our products, Luminatee generally does not accept returns of merchandise that is free from defects or production errors.
In certain circumstances, we may authorize a return after reviewing the individual case.
If a return is approved, you must receive authorization and return instructions from our support team before sending the product back.
Products returned without prior authorization may not be accepted or eligible for a refund.
Exchanges
Luminatee does not generally provide traditional exchanges for made-to-order merchandise.
If your product has a qualifying issue covered by this policy, we will normally resolve the matter through a replacement, full refund, or partial refund rather than a standard exchange.
If you ordered the wrong size, color, or product variation, please contact us. Although such orders are generally not eligible for a free exchange, our team will review the situation and determine whether any assistance can be offered.
Incorrect or Incomplete Shipping Address
Customers are responsible for reviewing and providing complete and accurate shipping information when placing an order.
Luminatee cannot be held responsible for delivery problems caused by information incorrectly entered by the customer, including:
- Incorrect street address
- Missing apartment, suite, or unit number
- Incorrect recipient name or information
- Incomplete shipping details
If a package is returned because the shipping information provided was incorrect or incomplete, additional shipping charges may be required before the order can be shipped again.
If you notice an address error shortly after ordering, please contact [email protected] as soon as possible. We may be able to update the address if the order has not yet entered fulfillment or shipment.
Lost or Stolen Packages
If tracking information shows that your package has been marked Delivered but you cannot locate it, please first check around the delivery location and contact the shipping carrier for additional information.
If tracking indicates that your package may have been lost while in transit, contact us at [email protected]. We will review the available tracking information and assist with the carrier when reasonably possible.
Luminatee is not responsible for theft or loss occurring after a carrier has confirmed successful delivery to the address provided with the order. However, our support team will do its best to assist you in investigating the situation.
Refund Processing
When a refund is approved, it will normally be issued to the original payment method used to place the order.
After the refund has been processed by Luminatee, it may take approximately 5–10 business days for the funds to appear in your account.
The exact timeframe is determined by your bank, card issuer, or payment provider and may vary between financial institutions.
Chargebacks & Payment Disputes
If you have a problem with an order, product, shipment, or payment, we encourage you to contact Luminatee before opening a chargeback or payment dispute.
Our customer support team will review the issue and make a reasonable effort to resolve legitimate concerns promptly and fairly.
Contacting us first often allows order-related issues to be resolved more quickly than through the payment dispute process.
Policy Updates
Luminatee may revise this Refund, Return & Exchange Policy from time to time to reflect changes in our products, fulfillment procedures, business practices, or applicable requirements.
Any revised policy will become effective when the updated version is published on this page.
Contact Us
If you have questions about a refund, return, replacement, exchange, or an issue with your order, please contact our support team:
Luminatee
Email: [email protected]
Phone: +1 (213) 377-0499
Address: 9920 SW Tigard St, Portland, OR 97223, United States