Returns and Cancellation

Every Lumera piece is made to order. Many products are fabricated specifically for each customer based on selected dimensions, colors, configurations, and other project requirements. Because production is often specific to an individual order, our return and cancellation policy differs from traditional retail.

Cancellations

Orders may be cancelled for a full refund before production begins.

Once materials have been ordered, fabrication has begun, or a custom order has been approved and released for production, the order may no longer be cancelled or may be subject to charges for materials, labor, design work, and other costs already incurred.

If you need to make a change or request a cancellation, contact Lumera as soon as possible.

Made-to-Order & Custom Products

Made-to-order and custom products are final sale once released for production and cannot be returned or exchanged due to change of mind, incorrect customer-provided information, or changes to the project after approval.

Customers are responsible for reviewing and approving all applicable dimensions, selections, drawings, and specifications before production.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or materially different from the approved order specifications, contact Lumera promptly.

Please photograph the product and packaging and do not install, modify, cut, drill, repair, or dispose of the product until Lumera has reviewed the issue.

When Lumera determines that a product is defective or was manufactured incorrectly, we will provide an appropriate remedy, which may include repair, replacement, or refund, depending on the circumstances and applicable law.

Shipping damage is also subject to our Shipping & Delivery Policy.

Standard Products

If Lumera offers a product that is specifically identified as returnable and was not made or modified for the customer, its individual product listing or order terms will state the applicable return conditions.

Unless expressly identified as returnable, Lumera products should be considered made-to-order and subject to the policy above.

Refunds

Approved refunds will be issued to the original payment method. Original shipping, freight, delivery, and other service charges are non-refundable except where required by law or when the refund results from an error attributable to Lumera.

Questions

If you're unsure whether an item can be cancelled or returned, please contact Lumera before placing your order. We're happy to clarify the terms applicable to your specific piece.