Returns & Refunds Policy

Effective Date: October 6, 2026

At Lumen Vitae, we want every customer to be satisfied with their purchase. This Returns & Refunds Policy explains the conditions, timeframes, and procedures for returning products and receiving refunds for orders placed through our online store.

Many of our products are handcrafted from natural materials, including granite, and some products are made or personalized specifically for an individual customer. Please review the conditions below carefully before requesting a return.

1. Return Period

For eligible, non-personalized products, you may request a return within 14 calendar days from the date you receive your order.

To be eligible for a return, you must contact us within this 14-day period.

Customers in the European Union and the United Kingdom retain all statutory consumer rights available to them under applicable consumer protection laws.

2. Return Eligibility

A product may be returned if:

the return request is submitted within 14 calendar days of delivery;
the product has not been used, installed, altered, or damaged after delivery;
the product is returned in its original condition;
all parts, accessories, and components supplied with the product are included;
the product is returned in its original packaging whenever reasonably possible.

Customers are responsible for any reduction in the value of the product caused by handling beyond what is reasonably necessary to inspect the product and confirm its nature, characteristics, and condition.

3. Custom-Made and Personalized Products

Certain Lumen Vitae products are created according to the customer's individual specifications, including products featuring:

personalized engraving;
photographs;
names, dates, inscriptions, or custom text;
custom dimensions or configurations;
customer-requested designs or modifications;
any other customization made specifically for an individual order.

Because these products are made specifically for the customer, custom-made and personalized products cannot normally be returned, exchanged, or refunded due to a change of mind.

This restriction does not affect your rights if the personalized or custom-made product:

arrives damaged;
has a manufacturing defect;
is materially different from the customization approved by the customer;
is incorrect due to an error made by Lumen Vitae.

If there is a problem with a custom or personalized product, please contact us at lumenvitaeua@gmail.com and provide photographs and a description of the issue.

4. Natural Granite Variations

Many of our products are handcrafted from natural granite.

Natural granite may vary in:

color;
pattern;
veining;
mineral inclusions;
grain;
shade;
surface texture.

These natural variations make each product unique and are not considered manufacturing defects.

Minor differences between photographs shown on our website and the actual natural stone received are therefore not normally grounds for a return, replacement, or refund.

5. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as possible after delivery.

If the product arrives damaged, defective, or if you receive an incorrect product, please contact us as soon as possible, preferably within 48 hours of delivery, at:

lumenvitaeua@gmail.com

Please include:

your order number;
your full name;
a description of the issue;
clear photographs of the product;
photographs of the external and internal packaging;
photographs or video showing any visible damage.

Please keep all packaging materials until your claim has been reviewed.

If the damage or error is confirmed to be our responsibility, we will offer an appropriate solution, which may include a replacement, repair, or refund.

6. How to Return an Item

Please do not send an item back without contacting us first.

The return procedure is as follows:

Step 1 – Contact Us

Email lumenvitaeua@gmail.com with your order number, name, the product you wish to return, and the reason for the return.

Step 2 – Receive Return Confirmation

Our customer support team will review your request and confirm whether the product is eligible for return.

We may provide additional packing or shipping instructions where necessary.

Step 3 – Send the Product to Our Return Address

After receiving confirmation from our support team, securely package the product and send it to:

Lumen Vitae
Office 302a
38 Dzherelna St
Lviv, 79007
Ukraine

This is our designated physical address for receiving approved returns.

We strongly recommend using a tracked shipping service and keeping your shipping receipt and tracking number until your return has been completed.

Step 4 – Product Inspection

Once the returned product has been delivered to us, we will inspect its condition and verify that it meets the return requirements described in this policy.

We will notify you by email whether the return has been approved.

Step 5 – Refund

If the return is approved, the refund will be processed within 14 calendar days.

The refund will be issued to the original payment method used for the purchase.

Depending on your bank or card provider, additional processing time may be required before the refunded amount appears in your account.

7. Return Shipping Costs

For eligible returns requested because the customer changed their mind, the customer is responsible for the cost of return shipping.

Return shipping costs are non-refundable unless otherwise required by applicable law.

If the product is damaged, defective, incorrect, or the return is required because of an error made by Lumen Vitae, we will cover or reimburse reasonable return shipping costs where applicable.

There is no restocking fee for approved returns.

8. Original Shipping Charges

Where required by applicable consumer protection law, standard original shipping charges will be refunded.

Additional shipping costs resulting from a customer's choice of an expedited, premium, express, or other non-standard delivery method may not be refundable.

If the return results from a damaged, defective, or incorrect product caused by our error, applicable original shipping charges will also be refunded.

9. Exchanges

If you would like to exchange an eligible non-personalized product, please contact us at lumenvitaeua@gmail.com.

Exchange availability depends on product availability.

Custom-made and personalized products cannot normally be exchanged unless they are damaged, defective, incorrect, or materially different from the customization approved by the customer.

10. Order Cancellations

For standard, non-personalized products, cancellation requests may be accepted before the order has been shipped.

For custom-made or personalized products, cancellation is possible only if production or customization has not yet started.

Once production, engraving, personalization, or other custom work has begun, the order may no longer be canceled because the product is being manufactured specifically for the customer.

Please contact us as soon as possible if you wish to cancel an order.

11. Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect a parcel without prior authorization from Lumen Vitae, any shipping, return shipping, customs, import, or carrier charges incurred may be deducted from the refund where permitted by applicable law.

Custom-made or personalized products remain subject to the restrictions described in this policy.

12. Refund Processing

Approved refunds are issued to the original payment method.

We do not normally issue refunds to a different credit card, bank account, or payment method.

After we issue the refund, the time required for the amount to appear in your account depends on your bank, card issuer, or payment provider.

If more than a reasonable processing period has passed after we confirm that a refund has been issued, please contact your payment provider first and then contact us if further assistance is required.

13. Consumer Rights

Nothing in this Returns & Refunds Policy is intended to limit any mandatory consumer rights available under applicable law.

Where local consumer protection law provides rights that are more favorable than the terms stated in this policy, the applicable legal requirements will prevail.