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Custom Design Terms and Conditions & Shop Policies

Custom Design Terms & Conditions

All orders placed with Lumecluster.com constitute the acknowledgment and acceptance of all conditions listed below. Custom commissioned designs are non-refundable and non-returnable.

Custom Design Consultation

There is no charge for initial custom design consultations via the Custom Commissions Form or via email. Lumecluster reserves the right to refuse any commission for any reason.

Price Quote and Deposit

Once an overall design direction and materials are agreed upon, a date to start working on the project will be scheduled and a 60% Deposit will be collected via Paypal. By submitting the upfront 60% Deposit, the Buyer agrees to let Lumecluster begin working on the custom design and to proceed with 2-3 e-mails of concept sketches.

Requests for revisions of the design and/or materials after the initial 2-3 concept sketches and during the remaining design process can affect final costs. Any significant changes in the project estimate will be communicated to the Buyer as soon as possible. Read more below in “Progress Photos, Revisions, and Adjustments.”

Final Payment before Delivery

The remaining balance (plus shipping costs) will be due upon project completion. The custom commissioned design will be shipped upon receipt of balance.

Project Cancellations

Project cancellations must be received in writing. There is no refund for the initial 60% deposit once Lumecluster has begun working on the custom design project.

Progress Photos, Revisions, and Adjustments

Each custom commission includes 3-6 basic rendered progress screenshots provided via e-mail throughout the design process. The Buyer is expected to check e-mail regularly once work has begun.

When the 3D model is complete, Lumecluster will e-mail a final screenshot and a private interactive link where the Buyer can virtually explore the final 3D model before proceeding with 3D printing. It will take 1-3 weeks for the item to 3D print. The Buyer will be informed of any 3D printing delays as soon as possible. Rush orders will be subject to additional charges.

3-6 final photos and a 1-2 minute video will be provided via e-mail once the painting and finishing process is complete.

Although Lumecluster will make small revision requests free of charge, any major revisions or frequent requests for revisions outside of the original agreement of the project will incur additional charges. The additional charges and severity of the revisions will be decided at the discretion of Lumecluster.

Lumecluster reserves the right to make the final call on major modifications and whether it is in the best interest of the structural integrity of the overall design.

It is the Buyer’s responsibility to supply an accurate ring size, wrist size, or 3D scan. Any costs incurred for significant adjustments due to inaccurate information will be the Buyer’s responsibility.


 

REFUNDS AND EXCHANGES

There are no refunds or exchanges. All purchases are final. Shipping and handling costs are non-refundable unless the error was made by Lumecluster. Any refused shipments sent back to Lumecluster do not constitute the right to a refund/credit. The Buyer is responsible for all shipping costs and to make all arrangements with Lumecluster for any refused shipments (if any) by e-mailing melissa@lumecluster.com.

To change/cancel an order, please email melissa@lumecluster.com as soon as possible. Lumecluster will try to accommodate the request but once an order has entered the shipping process, it cannot be changed/cancelled.

Refunds will not be issued for custom commissions fabricated to the Buyer’s specifications.

LOSSES

Unless extra insurance is requested/purchased by Buyer, Lumecluster is not responsible for theft, damage, or loss in the mail.

LATE OR MISSING REFUNDS (if applicable)

If the refund (if applicable) has not been received, first check the corresponding bank account. Then contact the credit card company, it may take some time before the refund is officially posted. Next contact the bank. There is often some processing time before a refund if posted.

If all of the above has been done and the refund has still not been received, please contact Lumecluster at melissa@lumecluster.com.

SHIPPING

Items are shipped via United States Postal Service (USPS), unless another carrier is requested by the Buyer. Orders from the Lumecluster shop containing 3D printed items typically take 3-4 weeks to produce while custom commission orders typically take 3-10 weeks to produce. If there will be a big delay, Buyer will be informed by Lumecluster.

Once shipped, domestic orders usually take 1-10 business days to arrive. International shipments will take longer due to international customs.

For security reasons, Lumecluster will only ship to the shipping address Buyer specifies on this site.

Buyer is responsible for providing correct shipping information entered on this site. If using PayPal, please ensure shipping information matches PayPal account address.

Domestic Orders

Domestic orders are shipped via United States Postal Service (USPS).

Standard Priority Mail through USPS includes a tracking number and $50 insurance. If Buyer desires additional insurance or delivery confirmation, please email melissa@lumecluster.com and it will be added at the time of purchase.

International Orders

International orders are shipped via United States Postal Service (USPS). International Buyers should be aware of the import rules and regulations of the destination country as Lumecluster is not responsible for any customs or duties charges that may be incurred. Shipping price is determined by weight and destination, not by quantity of items ordered.

First Class Package International through USPS does not include a tracking number nor insurance. If Buyer desires a tracking number or insurance, please email melissa@lumecluster.com and it will be added at the time of purchase.

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