Personalized-product policy

Seller and contact

Lumi Stories is a sole proprietorship owned and operated by Elif Bozokluoglu.

Customer contact: lumi@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

When you pay, your card is authorized for the order total but not yet charged. Your card is charged automatically about 2 hours later, when the two-hour cancellation period ends.

You can cancel free of charge before then from the order’s page in My Books. Cancelling releases the authorization, so no payment is taken. A cancellation covers the whole checkout, including every book paid for together.

Full-book generation does not begin during those two hours.

After the two hours, a change-of-mind cancellation is possible only while Lumi can still stop the order before it is committed to printing, so email us straight away. 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, you choose a priority free reprint or a full refund of what you paid, including shipping. You do not need to return the personalized book.

• 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.