Ordering, Delivery, Installation & Return Policy

At Luméa, our work is handled as a project-based custom service rather than a standard retail transaction.

Our process typically includes on-site measurement, specification confirmation, quotation approval, product ordering or custom procurement, delivery coordination, and professional installation. Because each project is prepared specifically for your space, our policies differ from those of ordinary online purchases.

We are committed to handling every project with clarity, fairness, and care.

1. Our Service Model

Luméa provides a guided, project-based furnishing and hardware service. In most cases, our process includes:

appointment scheduling,
on-site measurement,
project discussion and recommendation,
quotation and specification confirmation,
product ordering or custom procurement,
delivery coordination,
and professional installation.

As a result, your purchase with Luméa is not treated as a simple off-the-shelf retail order. It is a custom project involving service, materials, coordination, and installation.

2. Measurement, Proposal & Order Confirmation

Before any project order is placed, Luméa will typically conduct an on-site measurement and review the project requirements with you.

This may include, depending on the project:

dimensions,
mounting conditions,
rod or hardware style,
finish selections,
bracket or support placement,
installation method,
and other relevant project details.

A project is considered confirmed once the specifications, scope, and pricing have been approved by the customer and any required payment or deposit has been received.

Please review all approved details carefully. Once a project moves into ordering, procurement, customization, or scheduling, changes may be limited.

3. Ordering & Custom Procurement

After approval, Luméa will place the relevant order, arrange custom procurement, or reserve project materials based on the confirmed specifications.

Because many items are custom-cut, made to order, specially sourced, or allocated specifically for your project, they are generally non-returnable once ordering or production has begun.

Estimated timelines may vary depending on supplier availability, finish selection, project complexity, seasonality, and other practical factors. Any timeframe provided by Luméa is an estimate unless expressly confirmed in writing.

4. Order Changes & Modifications

If you need to make a change to your project after approval, please contact us as soon as possible.

We will do our best to accommodate changes before procurement, production, or scheduling advances too far. However, once materials have been ordered, cut, produced, allocated, or prepared for installation, modifications may not be possible or may result in additional charges.

These charges may include, where applicable:

supplier change fees,
replacement material costs,
restocking or reorder costs,
revised labor,
rescheduling charges,
or other costs already incurred on the project.

All modification requests are reviewed based on the current stage of the project.

5. Cancellations

Because Luméa projects are custom and service-based, cancellation requests are reviewed according to the stage of the project.

Before on-site measurement or project confirmation: cancellation is generally permitted.
After on-site measurement or consultation has been completed: any applicable measurement, consultation, or service fee is generally non-refundable.
After quotation approval but before ordering or procurement begins: cancellation may be allowed, subject to any administrative or preparation costs already incurred.
After ordering, procurement, fabrication, or material allocation has begun: cancellation is generally not available, or may only be approved subject to substantial non-refundable costs.
After installation scheduling has been confirmed: cancellation or postponement may also be subject to labor, coordination, or rescheduling charges.

If a project has already been custom-produced, prepared for installation, or installed, it is generally not eligible for cancellation.

6. Delivery & Project Timing

As part of the overall project process, Luméa may coordinate the ordering, receipt, staging, and timing of materials needed for installation.

Project timing may include both:

ordering or procurement time,
and delivery readiness for installation.

Because Luméa projects involve multiple steps, overall timing may be affected by supplier lead times, shipping conditions, seasonal demand, project complexity, scheduling availability, weather, or other factors outside our direct control.

For that reason, all delivery and installation timelines are approximate unless expressly confirmed otherwise in writing.

7. Installation Scheduling

Installation is typically scheduled after the required items have arrived and are ready for the project.

Scheduled installation dates are subject to confirmation based on:

product readiness,
installer availability,
site access,
and the project’s overall readiness to proceed.

If you need to reschedule an installation visit, please notify Luméa as early as possible. Repeated, last-minute, or same-day rescheduling may result in additional trip, labor, or scheduling charges.

If Luméa arrives for an agreed installation appointment and the site is not ready, inaccessible, unsafe, or otherwise unable to proceed, a return-trip or rescheduling fee may apply.

8. Site Conditions & Installation Limitations

Luméa’s installation recommendations are based on the site conditions visible and reasonably identifiable at the time of measurement.

However, some conditions may not be fully apparent until installation begins. These may include, for example:

hidden structural conditions,
wall or ceiling composition,
stud placement,
concrete, tile, metal, or masonry conditions,
uneven architecture,
limited mounting support,
obstructions behind finished surfaces,
access limitations,
or other building-specific constraints.

If such conditions affect the installation method, Luméa may recommend an adjusted mounting solution, revised hardware, additional support, or a change in scope. Any resulting additional labor, material, or project cost will be discussed with you before proceeding where reasonably possible.

Luméa is not responsible for issues caused by hidden site conditions, building limitations, or pre-existing structural or surface defects outside our control.

9. Damaged, Incorrect, or Incomplete Items

We carefully review each project and coordinate orders with close attention to detail. However, if an item arrives damaged, incorrect, incomplete, or materially inconsistent with the approved specifications, please contact us promptly.

Where possible, please provide:

your order or project details,
clear photos of the issue,
and any other supporting information requested.

If the issue is confirmed to be due to supplier error, manufacturing defect, fulfillment mistake, or transit-related damage affecting the project, Luméa will review the matter and determine an appropriate resolution.

Depending on the circumstances, this may include:

replacement parts,
repair,
remake,
correction,
installation adjustment,
or another reasonable solution.

If the issue is confirmed to be within the responsibility of Luméa or an approved project supplier, we will work to resolve it in a fair and timely manner.

10. Inspection at Installation

Because Luméa provides installation as part of the project, the most important inspection point is typically at or shortly after installation, rather than parcel delivery alone.

We encourage customers to review the completed installation and notify us promptly of any visible concerns.

Any claim regarding incorrect product, visible installation issue, or material discrepancy should be raised within a reasonable time after installation so that it can be reviewed while the matter is still timely and verifiable.

11. Returns

Because most Luméa projects involve custom measurement, project-specific ordering, and installation, returns are generally not accepted for:

custom-ordered items,
custom-cut rods or hardware,
made-to-order finishes,
specially sourced components,
project-specific materials,
installed products,
or items ordered according to customer-approved specifications.

Certain non-custom, unused, and uninstalled standard accessories may be considered for return at Luméa’s discretion, provided they are in original condition and packaging. If such a return is approved, return shipping and any applicable restocking or handling costs may apply unless the return is due to our error.

Samples and swatches are generally non-returnable.

12. Preference-Based Concerns

If materials, finish, dimensions, hardware, or installation were provided in accordance with the specifications approved by the customer, the project is generally not eligible for return, refund, or remake based solely on:

change of mind,
style preference,
color perception on screen,
personal taste,
or preference changes after approval or installation.

Because finishes and materials may appear differently depending on lighting, surroundings, and screen settings, we encourage customers to request clarification or samples where available before approval.

That said, if a customer has a concern after completion, Luméa is always willing to review the matter in good faith and consider whether any practical accommodation may be possible based on the circumstances.

13. What Is Not Covered

To maintain fairness and clarity, the following are generally not eligible for return, refund, free remake, or complimentary correction unless otherwise required by law:

normal wear and tear,
fading or finish variation caused by age, sunlight, environment, or use,
accidental damage,
misuse, neglect, or improper cleaning,
damage caused by third-party handling, installation, or modification,
issues caused by building movement or structural settling,
issues arising from customer-requested deviations from Luméa’s recommendations,
dissatisfaction where the product was delivered according to approved specifications,
minor dimensional, finish, or material variations within commercially reasonable tolerances,
removal, patching, painting, surface repair, or third-party labor not expressly included in the original scope,
or conditions related to pre-existing walls, ceilings, trim, surfaces, or hidden structural limitations.

14. Refund Processing

If Luméa approves a refund in whole or in part, it will generally be issued to the original payment method within a reasonable processing period.

Approved refunds may be reduced by any applicable non-refundable service fees, incurred project costs, restocking charges, or other amounts permitted under the terms of the approved resolution.

15. Contact Us

If you have any questions before, during, or after your project, please contact us at:

service@lumeadecoration.com

We are always here to help with clarity, fairness, and care.