Lumi Stories

Customer policy

Personalized-product policy

How cancellation, issue reporting, evidence, reprints, and refunds work for a made-for-you Lumi Stories book.

Staging draft — not approved for publication

This version validates Lumi’s approved product decisions. It is not legal advice. Bracketed seller, address, or jurisdiction wording is a placeholder requiring Furkan’s final wording before publication.

Version personalized-policy-draft-2026-08-02-v1 · Draft date 2026-08-02 · Content digest ad2d7869f70a…

Seller and contact

Lumi Stories is the customer-facing brand. The legal seller is [LEGAL SELLER NAME — FURKAN TO CONFIRM BEFORE PUBLICATION].

Contact: lumistories@lumistories.ca.

Made for one child

A Lumi Stories book is produced from the chosen story, approved character, opening-page message, and order details. It cannot be restocked or resold as an ordinary book.

Cancellation and change of mind

The guaranteed cancellation period lasts two hours after successful checkout authorization. Full-book generation does not begin during that period.

After printing is committed, Lumi cannot accept a change-of-mind cancellation or return. Mandatory consumer remedies remain available.

Qualifying serious failures

For a qualifying serious failure, the customer chooses a priority free reprint or a full refund including customer-paid shipping and applicable tax. No return of the personalized book is required.

  • The wrong child or wrong book was supplied.
  • A Lumi personalization or fulfillment error materially differs from the approved order.
  • The book has a material print defect or transit damage.
  • The carrier confirms loss or non-delivery, subject to evidence-led review for marked-delivered claims.

Evidence and timing

Report issues within 30 days after delivery where possible. This does not limit mandatory rights.

  • Defect, damage, or wrong book: order number and two or three clear photos.
  • Lost delivery: tracking and address check; no photo.
  • Personalization issue: order, approved preview, and delivered result; never the original child photo.

Approved refunds

Lumi initiates an approved refund promptly, targeting the same or next business day, to the original method and currency. Provider posting commonly takes approximately 5–10 business days.