Returns and Personalised Orders Policy

Most products sold by Lumora Craft Studio are individually made and personalised using the details selected or provided by the customer.

Personalised products

Personalised or custom-made products cannot normally be returned, exchanged or refunded because the customer has changed their mind.

This includes plaques made with a chosen:

• Name, house number or address

• Font or layout

• Colour or finish

• Size, lighting option or other personalisation

This does not affect your statutory rights if your order is faulty, damaged, incorrectly made or does not match the agreed order details.

Checking personalisation details

Please carefully check all spelling, numbers, colours, fonts and other selections before placing your order.

Where a design proof is provided, production will begin after approval. The customer is responsible for checking the proof carefully. We cannot provide a free replacement for an error that appeared in the approved proof unless the product received differs from that proof.

Changes and cancellations

If you need to change your order, contact us immediately at lumoracraftstudiosales@gmail.com.

We will try to accommodate changes if production has not started. Once materials have been cut, engraved, printed, painted or otherwise personalised, changes or cancellations may not be possible.

Natural material variations

Natural wood varies in grain, pattern and tone. Small variations, knots and natural markings are part of the material and make each plaque unique. These natural differences are not considered faults.

Colours may also appear slightly different depending on lighting and screen settings.

Faulty, damaged or incorrect products

If your product arrives damaged, has a fault or does not match the details agreed in your order, please contact us as soon as possible at lumoracraftstudiosales@gmail.com.

Please include:

• Your name and order number

• A description of the problem

• Clear photographs of the product

• Photographs of the packaging if it was damaged during delivery

Please keep the product and all packaging while we review the issue. Depending on the circumstances, we will provide an appropriate repair, replacement or refund in accordance with Irish consumer law.

Returning a product

Please contact us before returning any product. We will provide return instructions where a return is required.

Products returned without contacting us first may delay the assessment of the issue.

Non-personalised products

For any non-personalised product purchased online, you may have the right to cancel the purchase within 14 days of receiving it. The product must be returned unused and in its original condition.

The customer is responsible for return postage for a change-of-mind return unless otherwise agreed or required by law.

Statutory rights

Nothing in this policy limits or removes your statutory consumer rights.