At Luminipet, every custom creation is made with care and attention to detail. We want you to feel confident throughout the design, production, and delivery process.
Please review our cancellation, revision, return, and refund policies below.
1. Order Cancellations & Refunds
Because every Luminipet product is custom-made, cancellation and refund eligibility depend on the stage of your order.
Before Design Approval
If you wish to cancel your order before approving the design, please contact us as soon as possible. Cancellation requests will be reviewed based on the progress of your order and any design or preparation work already completed.
After Design Approval
Once you have approved your design, cancellation or further changes may no longer be possible.
If production has already begun, custom orders cannot be canceled or refunded for a change of mind or personal preference.
All cancellation and refund requests are subject to applicable consumer protection laws.
To request a cancellation, please email support@luminipet.com with your order number.
2. Custom Product Returns & Exchanges
Our 2D hand-painted pet portraits, 3D hand-sculpted pet portraits, and personalized pet gifts are created specifically for each customer.
Because of their personalized nature, we do not accept returns or exchanges for changes of mind or personal preferences after shipping, except where required by applicable law.
However, if your order arrives damaged, defective, incorrect, or materially different from the approved design, we will review the issue and help find an appropriate resolution.
3. Damaged, Defective & Incorrect Orders
If you experience an issue with your order, please contact us within 7 business days of delivery.
This includes:
- Items damaged during shipping
- Incorrect products, sizes, or designs
- Manufacturing or craftsmanship defects
- Finished products materially different from the approved artwork
Please include your order number, a brief description of the issue, and clear photographs of the product and packaging where relevant.
Every case is reviewed individually. Depending on the circumstances, we may offer a remake, replacement, or refund as appropriate.
The notification period above does not limit your statutory consumer rights.
4. Digital Proof & Revision Rules
For applicable custom products, our artists will prepare a digital design preview for your review before production begins.
We want you to feel confident that the artwork captures the details and personality that make your pet special.
Three rounds of minor revisions are included at no additional charge. After these complimentary rounds, an additional fee of $10 per revision round applies.
Each revision round refers to one consolidated set of adjustment requests.
Once the initial design has been created, changing the original reference photo, selected style, or overall design concept may not be supported as a standard revision.
Production begins after you approve the final design. Further changes may no longer be possible once production has started.
5. Lost or Missing Packages
If your package appears lost in transit or is marked as delivered but has not arrived, please contact our support team with your order number.
We will review the tracking information and, where appropriate, work with the shipping carrier to investigate.
Any further resolution will depend on the circumstances and the outcome of the investigation, subject to applicable law.
6. Product Colors & Handmade Details
Every Luminipet creation is individually crafted, and slight variations in colors, textures, or handmade details may occur.
Colors may also appear slightly different depending on your screen settings and the materials used.
These natural variations do not necessarily indicate a product defect.
If you believe your finished product is materially different from the approved design, please contact us so we can review your concerns.
7. Customs Duties & Import Fees
International orders may be subject to customs duties, import taxes, or clearance fees imposed by the destination country.
These charges are not included in our product prices or shipping fees and are the responsibility of the recipient, unless otherwise stated at checkout or required by applicable law.
8. Refund Processing
Approved refunds will generally be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Please contact us if you have any questions about the status of your refund.
9. Contact Us
If you have any questions about cancellations, revisions, returns, refunds, or your order, our team is happy to help.
Email: support@luminipet.com
WhatsApp: +1 (347) 742-9801
Please contact our support team before sending any items back. Returns must be authorized in advance, and our published business addresses are not necessarily return addresses.
Nothing in this policy excludes or limits consumer rights that cannot legally be waived. Changes to this policy will not retroactively remove rights applicable to orders placed before the changes took effect.