1. Custom Order Nature

At Lumeon Mascot, we take pride in creating high-quality, bespoke mascot solutions tailored specifically to your brand identity. Each mascot is a personalized product manufactured according to your unique specifications, including custom designs and features.

Due to the highly customized nature of our products, all sales are final. Once a custom order has entered the production phase, it cannot be canceled, returned, or refunded for a change of mind or project cancellation.

2. Approval Process

To ensure your complete satisfaction, we implement a rigorous step-by-step approval process. During the production phase, we will provide you with digital design drafts and production photos/videos for your review and confirmation.

By providing your final approval on these assets, you acknowledge that the product meets your expectations. Lumeon Mascot will not be held liable for design elements that were previously approved by the client.

3. Cancellations Before Production

If you wish to cancel an order after payment but before the design or production process has commenced, a partial refund may be considered. However, we reserve the right to deduct a processing fee to cover administrative costs and initial consultation time.

4. Quality Assurance and Defect Claims

While we do not offer refunds for custom products, we stand behind our craftsmanship. If your mascot arrives with a significant manufacturing defect or differs substantially from the approved final design, please contact us at info@lumeonllc.com  within 48 hours of delivery.

We will evaluate the issue and, at our discretion, provide a free repair or a replacement of the affected parts. Please note that minor variations in color or slight hand-made nuances are not considered manufacturing defects.

5. Modifications After Completion

Any requests for design modifications after the mascot has been completed and approved will be subject to additional material and labor costs. Shipping fees for returning and resending the item for such modifications will be the sole responsibility of the client.