Refund policy
Return & Refund Policy
Returns
We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return within 14 days of receiving your item.
To be eligible for a return:
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The item must be unused and in its original condition
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The item must be in its original packaging
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Proof of purchase or order confirmation is required
Certain items may not be eligible for return due to hygiene, customization, or supplier restrictions.
Non-Returnable Items
The following items are generally non-returnable:
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Used or damaged items caused by customer handling
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Customized or personalized decorations
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Clearance or final sale items
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Perishable or disposable event supplies
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Opened balloons, fabrics, or consumable decoration materials
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please include:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
Depending on the situation, we may offer:
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A replacement item
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A partial refund
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A full refund
Order Cancellations
Orders may be canceled within 12 hours of purchase. After this period, your order may already be processing or shipped and can no longer be canceled.
Return Shipping
Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.
We recommend using a tracked shipping service, as we are not responsible for returns lost in transit.
Refunds
Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, refunds will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Shipping fees are non-refundable unless the return is due to our error.
Late or Missing Refunds
If you have not received your refund after the expected processing time:
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Check your bank account again
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Contact your credit card company or payment provider
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Contact your bank, as processing delays can occur
If you still have not received your refund, please contact our support team.
Exchanges
We only replace items if they are defective, damaged, or incorrect upon arrival. If you need an exchange, please contact customer support with your order details and photos of the issue.
Customs, Duties & Import Fees
Refunds do not include any customs duties, taxes, or import fees that may have been charged by your local customs authority.
Customers are responsible for any customs-related charges associated with returns.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact our customer support team through the contact page on our website or by emailing hello@lumieventdesign.com