Refund & Returns Policy
Last Updated: September 27, 2026
At LumeRetouch, we understand that outsourcing photo editing requires trust. You are not simply sending us images—you are trusting us with important creative work, business assets, product photos, and project requirements.
We provide custom digital photo editing and retouching services. Because every project is prepared according to the client’s instructions and specific requirements, our refund and cancellation process is different from that of a physical product.
Our goal is simple: deliver the agreed work, resolve genuine issues fairly, and make the process as clear as possible before, during, and after your project.
This Refund & Returns Policy explains how cancellations, revisions, corrections, refunds, payments, and client responsibilities are handled at LumeRetouch.
1. Our Digital Service Model
LumeRetouch provides customized photo editing services rather than physical products. Services may include eCommerce photo editing, product retouching, background removal, clipping path, ghost mannequin, jewelry retouching, real estate photo editing, color correction, image masking, and other image editing work.
Since each project is created specifically for the client, there is no physical product to return.
For this reason, “returns” generally do not apply to our services. Instead, this policy focuses on cancellations, revisions, corrections, and refunds for completed or ongoing digital work.
2. Our Commitment to Clients
We want every client to feel confident before placing an order.
Before work begins, we encourage clients to provide clear instructions, reference images, required output formats, and any important project specifications. This helps our team understand the expected result and reduces unnecessary revisions or delays.
Once a project is accepted, our team works according to the agreed brief and service requirements.
When a genuine issue is caused by a mismatch between the delivered work and the agreed requirements, our first priority is to review and correct the work.
Our approach is not simply to say “no refund.” We first look at what was ordered, what was delivered, and what went wrong.
3. Cancellation Before Work Begins
If you need to cancel an order before editing work has started, please contact us as soon as possible.
Depending on the project, payment arrangement, and terms agreed with you, you may be eligible for a full or partial refund.
We will review the order and confirm the applicable outcome before processing any eligible refund.
4. Cancellation After Editing Has Started
Once editing work has started, time and resources have already been allocated to your project.
For this reason, a full refund may not always be available after production begins.
When a cancellation request is made after work has started, we may consider factors such as the amount of work completed, project complexity, files already processed, and the terms agreed for the order.
Where appropriate, we may issue a partial refund for work that has not yet been completed.
Any mandatory rights available to you under applicable consumer law remain unaffected.
5. Revisions and Corrections
Our first solution to a genuine quality or instruction-related issue is normally revision or correction, not an immediate refund.
If the delivered images do not reasonably match the original brief, please contact us and explain what needs to be changed.
Where the requested correction falls within the original project scope, we will review it and make appropriate adjustments.
For example, this may include issues such as an incorrect background treatment, missed editing instructions, incorrect color adjustments, or other work that does not follow the agreed requirements.
However, a request that substantially changes the original brief may be treated as additional work. In such cases, an additional charge may apply.
6. When a Refund May Be Considered
A refund may be considered when, after review, the issue cannot reasonably be resolved through correction or revision.
Examples may include:
- An order is cancelled before production begins, where eligible under the agreed terms.
- A duplicate or accidental payment is verified.
- A service cannot be delivered because of an issue caused by LumeRetouch.
- The delivered work materially fails to meet the agreed project requirements and the issue cannot reasonably be corrected.
Refund decisions are made based on the specific circumstances of the project and any terms agreed before work began.
7. Situations That May Not Qualify for a Refund
Because our services are customized, a refund may not be available where the agreed work has already been completed and delivered correctly.
This may include situations where:
- The client approves the final work.
- The requested editing was completed according to the original brief.
- The client changes the creative direction after completion.
- The client provides unclear, incomplete, or incorrect instructions.
- Required reference files or information were not provided.
- The client changes the project requirements after production has started.
- The request involves substantial changes outside the original scope.
- The final files were delivered according to the agreed specifications and accepted by the client.
This does not remove any rights that cannot legally be excluded under applicable law.
8. Client-Provided Images and Instructions
Clients are responsible for providing images, references, instructions, and other materials that they have the legal right to use and share with LumeRetouch.
To achieve the expected result, instructions should be as clear and complete as reasonably possible.
If a project changes because important information was missing from the original brief, additional work or charges may apply.
We will always try to clarify unclear requirements before proceeding whenever reasonably possible.
9. Duplicate or Accidental Payments
If you accidentally make a duplicate payment for the same project or transaction, please contact us as soon as possible.
After verifying the transaction, we will review the payment and, where appropriate, arrange a refund for the confirmed duplicate amount.
10. Refund Processing
When a refund is approved, we will normally process it using the original payment method where reasonably possible.
The time required for the refunded amount to appear in your account can vary depending on the payment provider, bank, card issuer, or financial institution.
We will provide reasonable confirmation when the refund has been processed.
11. Payment and Third-Party Providers
Payments may be handled through third-party payment providers.
These providers may apply their own payment processing rules, security procedures, and terms.
LumeRetouch is responsible for reviewing eligible refund requests related to our services, while the timing of the returned funds may depend on the relevant payment provider or financial institution.
For payment-related questions, please contact us directly before opening a formal payment dispute. We will make a genuine effort to understand the issue and work toward an appropriate resolution.
Nothing in this policy limits any rights you may have under applicable law or the rules of your payment provider.
12. How to Request a Refund or Raise an Issue
We encourage clients to contact us as soon as a problem is identified.
To help us review your request quickly, please provide:
Name: Your name or company name
Project: Order or project details
Purchase Date: Date of payment or order
Issue: A clear description of the problem
Supporting Information: Relevant files, screenshots, references, or instructions
Send your request to:
Email: contact@lumeretouch.com
Our team will review the request based on the project brief, delivery, communication history, and applicable terms.
13. Fair and Client-Focused Resolution
Every project is different, so we do not treat refund requests as automatic approvals or automatic rejections.
We look at the actual circumstances of the order.
Where an issue can be fixed through a reasonable correction, we prefer to fix it quickly rather than make the client start over with another editor.
Where a refund is appropriate, we will process it in accordance with the applicable terms and law.
Our goal is to maintain a fair relationship with every client while also protecting the time, resources, and professional work involved in customized editing projects.
14. International Clients
LumeRetouch works with clients across Europe, the United Kingdom, the United States, and other international markets.
Because consumer and service rules can vary between countries, certain statutory rights may apply depending on where the client is located and the nature of the contract.
Where local law provides rights or protections that cannot be excluded by contract, those rights continue to apply.
For this reason, this policy should be read together with any project-specific agreement or terms provided to you.
15. Changes to This Refund & Returns Policy
We may update this policy from time to time to reflect changes to our services, business practices, payment processes, or applicable requirements.
When we make an update, the revised version will be published on this page with a new “Last Updated” date.
We recommend reviewing this page periodically for the latest version.
16. Contact LumeRetouch
Have a question about a refund, cancellation, revision, or payment?
Please contact our team:
LumeRetouch
Email: contact@lumeretouch.com
Website: lumeretouch.com
We are committed to clear communication, professional service, and fair treatment throughout every photo editing project.
We believe a strong client relationship starts with clear expectations and is built through reliable service, transparent communication, and responsible support.
