Before files are delivered
Contact support with your purchase details if checkout or delivery fails before access is provided.
Delivery, returns, and refunds
Your files are delivered by email.
Save your receipt, order number, transaction ID, purchase email, and setup request ID in case you need support, redelivery, or help matching the work to your real business details later.
Return policy
Digital files are final after access.
Lumora Lens sells downloadable digital content and setup services. Once files are delivered or setup production starts from a complete brief, there is no physical item to return.
After files are delivered
Delivered digital files are not returnable. Refunds are not available for changed minds, unused files, or expected source files that were not included.
After setup production starts
Setup refunds are not available for changed direction, new offers, new photos, unused graphics, low-quality customer inputs, or expected editable source files. One correction covers typos or placement mistakes against the submitted brief.
Limited review cases
Duplicate purchases, failed delivery, wrong-product delivery, or setup work that has not started because required inputs were never received may be reviewed when the order can be verified.
Email delivery
Digital files or secure download instructions are sent to the purchase email after payment is confirmed.
Redelivery requires proof
Send your order details if you need files resent. Redelivery goes to the verified purchase email unless another method is approved.
Final sale after delivery
Delivered digital files and completed setup work are final. Limited review applies to duplicate purchases, failed delivery, wrong-product delivery, or setup work that has not started because required inputs were never received.
Support requirements
Need the files again?
Send the details below to contact@lumoralens.com. If the order cannot be verified, we may ask for more information.
Order number or payment transaction ID
Purchase email used at checkout
Goal set, setup request ID, or purchase date
For setup: selected asset, brief email, and delivery link if available
Refund position: Delivered PNG goal sets are non-refundable because digital files cannot be returned after access. Setup work is non-refundable once production starts from a complete brief and does not include changed direction, new photos, new offers, fake claims, source files, or strategy rewrites. Limited exceptions may be reviewed for verified duplicate purchases, failed delivery, wrong-product delivery, or setup work that never started because required inputs were not received.