Refund policy

Refund & Return Policy

At LuminaLuna, every curtain, shade, and textile product is artisan-crafted specifically for your project. Because each item is hand-tailored to your unique measurements, style, and fabric choices, our refund and return policy differs from standard "off-the-shelf" retailers.

1. The Bespoke Nature of Our Products
All orders placed on our website are considered Custom/Bespoke Orders. Once an order is confirmed, fabric is reserved and cut according to your specific requirements.

• Non-Returnable: We do not accept returns, exchanges, or refunds for reasons including, but not limited to: change of mind, "didn't like the look," incorrect measurements provided by the customer, or color preference after receipt.

2. Cancellations and Modifications
We allow a grace period of 24 hours from the time of order placement for any cancellations or modifications.

• Within 24 Hours: You may cancel or change your order details without penalty for a full refund.

• After 24 Hours: Our tailoring unit begins the cutting process. After this point, orders cannot be cancelled or modified, and the full payment becomes non-refundable as the materials have been permanently customized to your specifications.

3. Measurement & Fitment Disclaimer
Our master tailors craft each panel within a +/- 1/2 inch (1.27 cm) industry-standard tolerance of the measurements you provide.

• Customer Responsibility: It is the customer's sole responsibility to follow our Measurement Guide accurately.

• Inside Mounts: Please ensure you have made the necessary deductions (typically 3/8") as specified in our guide.

• Resolution: If an item does not fit due to customer measurement error, we do not offer a refund or free remake. We may, at our discretion, offer a "Remake Discount" for a replacement order.

4. Color, Texture, and Fabric Variance
While we strive for photographic accuracy, actual fabric colors and textures may vary slightly from what is displayed on digital screens.

• Swatch Recommendation: We strongly recommend ordering Fabric Swatches before committing to a full bespoke order.

• Returns based on "color mismatch" or "texture expectation" are not accepted if a physical swatch was not ordered and verified by the customer beforehand.

5. Damaged, Defective, or Incorrect Items
We stand behind our craftsmanship. If we have made an error or if the product arrives with a genuine manufacturing defect:

• Notification: You must email support@luminalunastudio.com within 7 days of delivery.

• Evidence: Please provide your Order ID along with high-resolution photos or a short video showing the defect or measurement discrepancy (with a measuring tape clearly visible in the frame).

• Resolution: If a manufacturing defect is verified, we will arrange a free remake or local professional repair at our expense. Refunds are only issued if a remake is deemed impossible by our design team.

6. Return Shipping
In the rare event that a physical return is authorized by our team:

• Items must be in their original packaging, unused, and uninstalled.

• Customers are responsible for return shipping costs unless the return is due to a LuminaLuna manufacturing defect.

• Unauthorized returns (sent back without a written Return Authorization from our team) will not be processed or refunded.