Refund and Returns Policy

A Thoughtful Approach to Handmade Products

Each product at LuminaMoss is carefully handcrafted to order using natural materials.
Because of the handmade nature of our items, slight variations in texture, tone, and pattern are part of their unique character.

We want you to feel confident in your purchase, and we are always here to help if something isn’t right.

Returns & Eligibility

We accept return requests within 14 days of delivery.

To be eligible for a return:

  • The item must be unused, uninstalled, and in its original condition
  • The item must be returned in its original packaging
  • Proof of purchase is required

Please note that custom-made or personalized items are not eligible for return unless they arrive damaged or defective.

Natural Variations

Because our products are handmade using natural materials:

  • Minor color differences
  • Organic texture variations
  • Subtle shape or pattern changes

are considered normal and are not treated as defects.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery at {email}, including clear photos of the item and packaging.

We will review the issue and, if approved, offer a replacement or refund at no additional cost to you.

Refunds

Once an approved return is received and inspected, we will notify you via email.

Refunds will be issued to the original method of payment within a few business days. Processing times may vary depending on your payment provider.

Return Shipping

Return shipping costs are the responsibility of the customer, unless the item is confirmed to be damaged or defective upon arrival.

We recommend using a trackable shipping service for all returns. Shipping costs are non-refundable.

Exchanges

Due to the handmade nature of our products, exchanges are offered only in cases of damage or defect.

Need Assistance?

If you have any questions or concerns, please don’t hesitate to reach out to us at
{email}.
We’re always happy to help and ensure you have a positive experience with LuminaMoss.