At Luma Creative, we are dedicated to providing professional advertising and creative design services that help our clients achieve measurable results. Transparency and trust are at the core of our work, and this policy has been created to ensure clarity regarding refunds, revisions, and client rights when working with us.
1. Nature of Our Services
- All of our services (banner and static ad design, motion graphics, video ad editing, social media creative packs, copy + design combos, and A/B test variations) are digital and service-based.
- Once completed and delivered, these services are considered “used” and cannot be physically returned.
- As every project is customized, our time and expertise are invested immediately after the order is confirmed.
2. Refund Eligibility
Refunds may be requested under the following conditions:
- Before work has started: If you cancel before we begin, you may be eligible for a full refund.
- Non-delivery of service: If we fail to deliver your project due to internal reasons (technical failures, inability to meet the agreed timeline), a full or partial refund may apply.
- Mismatch with service description: If the final work delivered is significantly different from what was described in the service agreement and cannot be corrected during revisions.
- Duplicate payment: If, by error, you were charged more than once for the same service, the additional payment will be refunded.
3. Non-Refundable Cases
Refunds will not be granted in the following circumstances:
- The service has already been fully delivered, approved, or used by the client.
- Dissatisfaction is based on personal preference after all agreed revisions have been completed.
- The client provides incomplete, inaccurate, or late information (e.g., branding guidelines, product photos, or ad copy), which affects the final result.
- Failure to use or launch the delivered files on the client’s side (e.g., due to lack of time, technical setup, or change of strategy).
- Minor differences in creative interpretation that do not impact the functionality or quality of the work.
4. Revisions and Adjustments
- Every service package includes a set number of revision rounds, clearly stated before work begins.
- Revisions are intended for adjustments (colors, fonts, placements, minor edits), not for complete project reworks.
- Additional revisions beyond the agreed scope can be requested at extra cost.
- Our team strives to incorporate all reasonable client feedback to achieve the desired outcome before final delivery.
5. Process for Requesting a Refund
- To request a refund, clients must submit a written explanation including the reason for the request, order details, and any supporting information.
- Each case will be reviewed individually and fairly, ensuring both sides are protected.
- Refund processing time may take up to 10–15 business days depending on the payment method.
- Approved refunds will be credited back through the same payment channel used for the purchase.
6. Partial Refunds
In some cases, a partial refund may be offered, for example:
- When a portion of the work has been completed and delivered.
- When the client decides to terminate the project mid-way through for personal reasons.
- When revisions were made, but only part of the deliverables are deemed unsatisfactory.
7. Our Commitment
- At Luma Creative, our primary goal is to provide services that exceed expectations.
- We encourage open communication throughout the project to avoid misunderstandings.
- If issues arise, our first step is always to offer solutions, revisions, or alternatives before resorting to refunds.
- We view refunds as a last option, as we are confident in the quality and professionalism of our work.
8. Final Note
By purchasing services from Luma Creative, you acknowledge and agree to this Refund and Returns Policy. We strongly recommend that clients provide clear, detailed briefs and communicate openly during the creative process to ensure the best results.
Our mission is not only to deliver outstanding advertising materials but also to create a smooth, transparent, and trustworthy client experience worldwide.
