Return & Refund Policy

At Lumora, every piece is handcrafted especially for you using your personal inclusions, such as ashes, breastmilk, hair, dried flowers, fabric, or other meaningful materials.

Because of the highly personal and custom nature of these keepsakes, orders cannot be returned or exchanged once your inclusions have been processed into the jewelry, unless the item arrives damaged, faulty, incorrect, or there is another issue covered by applicable consumer law.

We kindly ask you to review your order carefully before placing it.

Non-returnable items

The following items are non-returnable and non-refundable, unless they arrive damaged, faulty, incorrect, or are otherwise covered by applicable consumer law:

• custom jewelry made with your personal inclusions
• personalized or engraved items
• custom-made keepsakes created specifically for your order
• items made according to your specific instructions

These pieces are made especially for you and cannot be resold due to their personal nature.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at info@lumorakeepsakes.com and include:

• your order number
• a description of the issue
• clear photos of the item and packaging

If your item is confirmed to be damaged, faulty, or incorrect, we will work with you to find a suitable solution. This may include a repair, replacement, refund, or another appropriate resolution, depending on the situation and in line with applicable consumer law.

Personalized items are not excluded from this protection. If a personalized item is damaged, faulty, or made incorrectly by us, we will make it right.

Change of mind and customer preferences

Because each piece is custom made using your own inclusions, we cannot accept returns based on:

• change of mind
• personal preference
• incorrect size chosen by the customer
• differences that are part of the handmade and unique nature of the piece

Each keepsake is individually handcrafted, which means slight variations in color, pattern, and finish may occur. These natural variations are part of what makes every piece one of a kind.

Return shipping

For approved returns of non-personalized items, the customer is responsible for return shipping costs, unless the item is damaged, faulty, or incorrect.

If the return is due to a damaged, faulty, or incorrect item, we will provide further instructions and cover reasonable return shipping costs where required by applicable consumer law.

Please do not send any item back before contacting us and receiving return instructions.

Refunds

If a refund is approved, it will be processed to your original payment method. Please note that it may take several business days for your bank or payment provider to process the refund.

Shipping costs are non-refundable, unless the refund is due to a damaged, faulty, or incorrect item.

Questions before ordering

If you have any questions before placing your order, we are always happy to help.

Please contact us at: info@lumorakeepsakes.com