Refund Policy
LEGAL
Refund & Return Policy
At LUMENEU, every sign is handcrafted to order. Because your sign is made specifically for you, our refund policy reflects the nature of custom-made goods.
01
Custom & Personalized Orders
All LUMENEU signs are made to order based on your exact design — your text, your color, your font. Once production has begun, we cannot accept returns or exchanges for change of mind, design preference, or buyer's remorse.
Production begins within 24 hours of your order being placed. To cancel or modify your order, contact us at contact@lumeneu.com within 24 hours of ordering. After that, orders are final.
02
When You Are Eligible for a Refund or Replacement
We will fully refund or replace your sign within 14 days of delivery if:
- Your sign arrives damaged — broken acrylic, broken neon tubes, or visible shipping damage
- Your sign arrives defective — does not light up, flickers abnormally, or has a manufacturing defect
- Your sign arrives incorrect — wrong text, wrong color, or wrong font compared to what you ordered
- Your sign never arrives — confirmed lost in transit by the carrier
03
How to Request a Refund or Replacement
Contact us within 14 days of delivery at contact@lumeneu.com with:
- Your order number
- Clear photos or a short video showing the issue
- A brief description of the problem
We respond within 24 hours (Monday to Friday). Once confirmed, we will arrange a free replacement or issue a full refund — whichever you prefer.
04
Refund Processing
Once approved:
- Refunds are returned to the original payment method
- Processing takes 5–10 business days depending on your bank
- You will receive an email confirmation when issued
05
Lost Packages
If your tracking shows your package as lost after the expected delivery window, contact us at contact@lumeneu.com. We will open an investigation with the carrier and arrange a free replacement or full refund once the loss is confirmed.
06
What We Do Not Refund
The following are not eligible for refund or return:
- Change of mind after production has begun
- Customer errors in the design — typos, wrong color, wrong font selected at checkout
- Delivery failures caused by an incorrect shipping address provided at checkout
- Damage from improper installation, misuse, or normal wear after delivery
- Claims submitted more than 14 days after delivery
Please double-check your text, color, and font carefully before completing your order.
07
Cancellations
Cancel within 24 hours of placing your order for a full refund. After 24 hours, cancellation is not guaranteed as production may have already started.
To cancel, email contact@lumeneu.com immediately with your order number.