Return and Refund Policy

Last updated: 2025-07-17
Effective Date: 2025-07-17

We want you to love your LUMINARY purchase. Please review our Return & Refund Policy before placing an order. This policy applies to purchases made directly through our website (www.lmnr.pro) or our official LUMINARY sales channels, as identified by us.

1. Return Window

You may request a return for eligible products within seven calendar days of receiving your order (based on carrier delivery confirmation). Return requests submitted after this period cannot be accepted.

2. Return Eligibility

We accept returns for eligible, non-custom items that are:

• Unused and undamaged
• In original packaging (where applicable)
• Returned with all included components/accessories

We also accept return requests if you received a damaged or incorrect item (see Section 8).

3. Non-Returnable Items

The following items are final sale and not eligible for return or refund unless damaged in transit or incorrect:

• Custom or personalized products (including engraved, dated, named, or made-to-order designs)
• Products marked Final Sale at the time of purchase
• Gift cards or digital vouchers
• Hygiene-sensitive products (if/when applicable; examples: wearable items, candles once opened)

 If you are unsure whether your item is custom or a final sale, please email us before placing your order. 

4. How to Request a Return

Please email info@lmnr.pro with:

• Subject: Return Request – Order #XXXX
• Your full name
• Order number
• Item(s) you wish to return
• Reason for return
• Photo(s) if damaged, defective, or incorrect

Our customer care team will respond within two business days with next steps and, if approved, a Return Authorization (RMA) and return instructions.

Returns sent without prior authorization may be refused.

5. Return Shipping

• Unless the item arrived damaged or we shipped the wrong product, return shipping costs are the customer's responsibility.
• Use a trackable shipping method. We are not responsible for returns lost in transit.
• For international returns, mark the shipment as "Returned Goods" to avoid customs charges. Any customs/duty fees incurred on return may be deducted from your refund.

6. Inspection & Approval

Once your return is received, we inspect it within five business days. We will notify you by email whether your return is approved, partially approved, or declined, depending on the condition of the item (e.g., if it is used, damaged, or missing components).

7. Refunds

If approved:

• Refunds are issued to the original method of payment only.
• Original shipping charges are non-refundable unless the return is due to our error (i.e., a wrong or defective item).
• Refund processing time: 5–10 business days after approval (bank timelines may vary).
• For international orders, currency exchange fluctuations and bank fees are outside our control; refunds are issued in the original transaction currency.

If your return is not approved, we can (at your request) ship the item back to you at your expense.

8. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If an item is damaged in transit, defective, or not what you ordered:

1. Email info@lmnr.pro within seven calendar days of delivery.
2. Please include your order number and provide clear photos of both the packaging and the product.
3. We will arrange a replacement, provide repair credit, or offer a refund at no additional cost to you.

9. Exchanges

We do not process direct product-for-product exchanges. If you'd like another item, please place a new order once your refund (if any) is confirmed.

10. Legal Notice

This Return & Refund Policy complies with applicable Canadian consumer protection legislation, including provincial laws in Ontario, and does not limit your statutory rights.

Where required, additional protections may apply under the laws of your jurisdiction.

This policy applies only to purchases made directly through www.lmnr.pro or official LUMINARY channels. Retail partners and marketplaces (if any) may have their own return policies.

11. Contact Us

Questions about returns? We're here to help.

📩 info@lmnr.pro

Thank you for supporting LUMINARY!

Your purchase helps us honour stories, illuminate spaces, and support initiatives that bring hope, including assistance to Ukraine.