Legal
Refund & Returns Policy
Last updated June 19, 2026
Every Luminara piece is custom-made to order from the design you create, so we handle refunds a little differently from off-the-shelf products. We always stand behind the quality of what we ship — here’s exactly how it works.
Made-to-order, personalized items
Because each star map is printed and assembled specifically for you — your place, your date, your text — we’re unable to accept “change of mind” returns once production has begun. This is standard for personalized goods.
That said, a problem with the product itself is always our responsibility. See below.
Damaged, defective, or incorrect items
If your order arrives damaged, has a manufacturing defect, or doesn’t match the design you approved at checkout, we’ll make it right with a free replacement or a full refund — your choice.
Please contact us within 30 days of delivery and include a photo of the issue. That lets us resolve it quickly and improve our process.
How to request a refund
Refunds are reviewed by our team — they aren’t automatic. The fastest way is the “Request a refund or return” button on your order page (find it via Track your order), or email us at hello@luminara.co with your order number.
Every request is logged and answered by email, usually within 1–2 business days. There’s no charge to submit a request.
Approved refunds
Once a refund is approved, it’s issued to your original payment method through Stripe, our payment processor. Banks typically take 5–10 business days to post the funds after we process them.
Cancellations
Need to cancel? Contact us as soon as possible. If your order hasn’t entered production yet, we can cancel it for a full refund. Once a piece is in production it follows the made-to-order rules above.
Lost or delayed in transit
If tracking shows a problem or your package doesn’t arrive in a reasonable time, reach out at hello@luminara.co and we’ll work with the carrier to locate it or send a replacement.