Because Lumex Digital provides customized digital services, refund eligibility depends on the project stage and work already completed. This policy does not limit rights that cannot legally be waived.
Before work begins
You may request cancellation and a full refund before design work begins, less any non-refundable third-party or payment-processing costs where legally permitted and clearly disclosed.
After work begins
Once research, concepts, drafting, editing, or production has started, any refund will be reduced by the value of work completed and committed third-party costs. We will provide a reasonable project-stage assessment.
After approval or final delivery
Customized digital work is generally non-refundable after final approval, delivery, download, or transfer of usable files. If delivered files are materially different from the approved scope, corrupted, or technically unusable, notify us within 7 calendar days. We will first correct or replace the affected files at no additional charge.
Missed deadlines and non-delivery
If we cannot deliver the agreed service and no revised timeline is accepted, you may be eligible for a full or partial refund based on undelivered work. Delays caused by missing content, late feedback, scope changes, force majeure, or customer unavailability are not treated as non-delivery.
How to request a refund
Email hello@lumexdigital.com with your name, invoice or transaction ID, service purchased, and reason for the request. We normally acknowledge requests within two business days. Approved refunds are sent to the original payment method; financial institutions and PayPal determine final posting time and currency-conversion treatment.
Chargebacks and disputes
Please contact us first so we can investigate and resolve the issue. Filing a false or duplicate payment dispute may delay resolution. Nothing here prevents you from exercising valid rights available through PayPal or applicable law.