Politica de rambursare

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.


However , because we work with personal photos and create custom digital artwork, most of our products are digital and made-to-order. This means traditional “send the item back in original packaging” returns usually do not apply.

We always want you to feel that your memories have been treated with care. If something feels wrong, please contact us and we will do our best to make it right.

You can reach us at contact@lumimemox.com.

Digital products (HoloStart, HoloStory, HoloGift, HoloSignature)

Our digital services include photo restoration, colorization, and short memory videos created specifically from your images. Because each project is customized for you, these products are generally non‑refundable once work has started or files have been delivered.

However:

  • If you contact us before we start working on your order, we may be able to cancel and refund it in full.

  • If you receive the final files and there is a clear technical issue (for example a file does not open, or an agreed photo is missing), we will correct it and resend the files.

  • If the result does not match what was agreed in writing (for example we worked on the wrong photos), we will review the case and may offer a rework or partial refund at our discretion.

For any questions related to a digital order, email contact@lumimemox.com with your order number and a short description of the issue.

Physical products (e.g. HoloFrame or printed items)

If your order includes a physical item (such as a holographic frame or premium print , album), the physical product is covered by a 30‑day issue and defect policy from the date you receive it.

Contact us immediately if:

  • The item arrives damaged

  • You receive the wrong product

  • The product has a functional defect

We may ask for photos or video of the issue to help us assess what happened. If your request is accepted, we will either:

  • Repair or replace the item, or

  • Offer a refund or partial refund, depending on the situation.

Because these physical items are custom-made and tied to your personal content, we generally cannot accept returns for change of mind (for example deciding you no longer want the product after it has been produced).

For physical items, we will give you clear instructions on how and where to return the product if a return is necessary. Please do not send anything back without contacting us first.

European Union 14‑day cooling‑off period

If you are in the European Union and you purchase a physical product that is not custom‑made, you may have the legal right to withdraw from your order within 14 calendar days from the day you receive the product, without giving any reason.

For our restoration services and digital files (digital content not supplied on a physical medium), you acknowledge that:

  • By placing an order and asking us to start the service and/or deliver the digital files before the end of the 14‑day period, you request immediate performance.

  • Once the service has been fully performed and/or the digital files have been delivered or made available for download/online access, you will no longer have the EU 14‑day right of withdrawal for that order, to the extent permitted by applicable law.

Exceptions to the 14‑day cooling‑off period
In line with EU and Spanish consumer law, the 14‑day right of withdrawal does not apply in the following cases relevant to our services:

  • Personalised physical products: prints, albums or other items created specifically from your photos and according to your instructions (custom‑made products have no 14‑day withdrawal right).

  • Restoration services: when you ask us to start the restoration service before the end of the 14‑day period and the service has been fully performed, you lose your right of withdrawal for that order.

  • Digital content (files, galleries, videos): when digital content is delivered online (not on a physical medium) and you have given your prior express consent to immediate delivery and acknowledged that you lose your withdrawal right, there is no 14‑day withdrawal after the download/access starts.

  • Your statutory rights regarding defective products or services remain unaffected.

If you are unsure whether your order falls under the cooling‑off rules, please contact us at contact@lumimemox.com before ordering.

Refunds

If we agree to issue a refund:

  • We will notify you once we’ve reviewed your case and confirm whether a refund has been approved.

  • Approved refunds are processed to your original payment method. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at contact@lumimemox.com.

Questions

If you have any questions about cancellations, revisions, physical product issues, or what is realistically possible with your photos, email us at contact@lumimemox.com before placing your order. We prefer to set clear, realistic expectations rather than promise something your original images cannot support.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.