Refund policy

Last updated: November 26, 2025

Thank you for shopping with LumeCraft / CraftLume. We want you to feel safe and confident when ordering from us, so we offer a 90-day guarantee on our products, subject to the terms below.

This Refunds & Returns Policy applies to all purchases made through our online store.

1. Order Processing and Shipping Times

Our standard handling and shipping timelines are:

  • Order processing (handling time):
    Orders are typically processed within 3 to 5 business days after payment is confirmed.

  • Estimated delivery time:
    Once shipped, estimated delivery time is 10 to 12 business days, depending on the destination country and local carrier performance.

These timeframes are estimates and may be affected by factors beyond our control (customs, local carrier delays, peak seasons, etc.). We will do our best to keep you informed if there are any significant delays.

2. 90-Day Guarantee & General Return Policy

We offer a 90-day return and guarantee period, which means you have 90 days after receiving your item to request a return if:

  • the item arrived defective or damaged,

  • you received the wrong item, or

  • you are not satisfied with the product, subject to the conditions below.

To be eligible for a return, your item must generally be:

  • in the same condition that you received it,

  • not excessively worn or used,

  • with all parts, accessories, and original packaging (where reasonably possible), and

  • accompanied by a receipt or proof of purchase (order confirmation email is sufficient).

We reserve the right to reasonably refuse returns or apply partial refunds where items show clear signs of misuse, intentional damage, or missing parts not due to our error.

3. How to Start a Return

To start a return, please contact us at:
📧 lumecraftus@outlook.com

In your email, include:

  • your full name,

  • order number,

  • photos or videos of the product and the issue (if damaged/defective), and

  • a brief description of the reason for the return.

If your return is accepted, we will:

  • provide you with return instructions,

  • confirm the return address

Do not send any items back to us without first contacting us and receiving return authorization. Items sent back without prior approval may not be accepted or processed.

4. Return Shipping Costs

  • If the item is defective, damaged on arrival, or we sent the wrong item, we will generally cover or reimburse reasonable return shipping costs or provide a prepaid return label, depending on your country.

  • If the return is due to change of mind, no longer wanting the item, or other non-defect reasons, you may be responsible for return shipping costs.

We will clearly inform you of any applicable costs before you send the product back.

5. Damages and Issues

Please inspect your order as soon as you receive it and contact us immediately if:

  • the item is defective,

  • damaged, or

  • you received the incorrect product,

so we can evaluate the issue and make it right as quickly as possible.

Depending on the case, we may offer:

  • a replacement,

  • a repair (if applicable),

  • a partial refund, or

  • a full refund.

6. Non-Returnable or Limited Return Items

For legal and hygiene reasons, some types of products are not returnable, including (but not limited to):

  • perishable goods (food, flowers, plants),

  • custom or personalized products,

  • personal care items (beauty, hygiene products),

  • hazardous materials, flammable liquids or gases,

  • digital goods or download-only products,

  • gift cards.

We also generally do not accept returns on sale items or final clearance products unless they are defective or damaged on arrival, in accordance with consumer-protection laws in your country.

If you are unsure whether your item is returnable, please contact us before making a purchase or before sending your product back.

7. Exchanges

If you would like to exchange an item for another one (for example, a replacement of the same model):

  • First, contact us at lumecraftus@outlook.com with your request.

  • In most cases, the fastest way to get what you want is to complete a return under this Policy and then place a new order once the return is accepted.

We will confirm the best option based on your location and product availability.

8. European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right, under EU law, to:

  • cancel or return your order within 14 days from the date you receive it,

  • for any reason and without justification,

provided that:

  • the item is in the same condition that you received it,

  • unworn/unused,

  • with tags and original packaging (where applicable), and

  • you have proof of purchase.

This right is independent of and in addition to our 90-day guarantee, and where EU law gives you more favorable protection, EU law will prevail.

9. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or declined.

If approved:

  • Your refund will be processed to your original payment method.

  • We aim to process refunds within 10 business days from approval.

  • Your bank or credit card provider may take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at:
📧 lumecraftus@outlook.com

10. Your Consumer Rights

Nothing in this Refunds & Returns Policy is intended to limit any mandatory consumer rights that apply under the laws of your country of residence (including PROFECO and Mexican law, EU consumer law, or other local regulations).

If there is any conflict between this Policy and applicable consumer-protection law, the more protective rule for the consumer will apply.