Our Policies
Notices
We are not responsible for inadvertent typographic or photographic errors that may occur on this website. We attempt to correct all errors.
The exact colors may vary from what is shown on the website. Many times this is due to the screen of the device you are using – computer monitor, tablet, or phone. If you need to know the exact color, e.g. wool felt, or floss, we have sampler packs that are available for purchase.
Unless stated otherwise, all items are sold as single units or by the yard.
All prices are in US dollars at the MSRP (Manufacturer's Suggested Retail Price).
Wholesale
If you’re a retailer and wish to carry our products in your shop, you’ve come to the right place.
To become one of our retailers, you must complete a California Resale Certificate (CDTFA-230), be approved as a retailer for Lumenaris products, and agree to our terms and conditions for resale.
Initial orders must be for a minimum of $250 in products and are prepaid. Additional orders for a minimum order of $125 in products. Call for specific payment terms for follow-on orders. Shipping is additional and not discounted.
All the prices listed on our website are at MSRP (Manufacturer's Suggested Retail Price).
To get started, email us or give us a call at (408) 591-4034.
Refund and Return
If you have any problems or difficulties that you are struggling with related to our products, we are here to help either by phone, email, or in person.
You can return a product for up to 30 days from the invoice date. Any product you return must be in the same condition you received, in the original packaging, and unopened. Opened products cannot be returned.
We are not responsible for shipping losses or shipping delays for the return. We strongly suggest you purchase insurance on the package.
All return orders must have an RMA number (Return Material Authorization). Email us at [email protected] prior to any returns for your RMA number. Proof of purchase is required.
On returns, you will not be reimbursed until we have received and confirmed the condition of the product.
Some products are exempt from being returned. This includes all custom-manufactured products (e.g. a puzzle with your image on it), sale items, end-of-life items, gift cards, etc.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and the status of your refund – approval or rejection of your refund.
Lumenaris retains the right to all decisions on returned items.
If you are approved, your refund will be processed, and applied to your original method of payment within approximately 5 business days. You will receive an email stating that it has been processed.
If you do not see the refund from your payment processor, follow these next steps:
Product Warranty
Our goal is to have zero defects in all of our kits and products. Should you find a defect, please email us at [email protected] or call us at (408) 591-4034 for instructions?
We rarely have any defects, and we go through great effort to make sure what we ship has no defects. If a defect is found, at our option, we will replace the kit or product, or provide the missing item from the kit or product at no additional cost to you. We may choose to refund the purchase price of the kit or product including its portion of sales tax, shipping cost, and insurance from the original invoice.
We try to encourage our customers to be honest when dealing with a problem. Here is a real situation that happened to help illustrate this.
A youth who was given a combination lock kit as a birthday present. In the process of assembling the lock kit, he inadvertently glued two of the parts together backward. It was virtually impossible to separate the parts after the glue had set. The youth thought he would get in trouble with his parents if he told the truth about making a mistake in assembly. He wondered whether it was better to say the parts were missing in the kit (that is, to lie about it), or tell the truth. The parents of the youth had him call us to say what he did and ask us what could be done. We offered to replace the two parts at no charge because the youth was honest in saying he made a mistake. He could have said the parts were missing, but didn’t. We appreciated this so much that we even covered the shipping at no charge.
Gift Items
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, inspected, and approved, a gift certificate will be emailed to you.
Lead Time
We process orders on Monday through Friday (except for holidays).
We attempt to ship all products from stock by carrying sufficient stock for normal customer demand fluctuation. However, at times due to demand fluctuation, certain products may be temporarily out of stock. As the manufacturer, we will schedule the production run of this product to be built to fulfill your order ASAP, usually within a couple of days.
In these cases where the delay is beyond a week, we will contact you by email or phone.
If you have a critical date by which you need a product, such as a birthday or other, let us know in the additional information box, and we will work extra hard to achieve your requirement.
We reserve the right to split an order into multiple shipments with no additional shipping charges to you. This was part of your order may arrive earlier. Should you want an order not to be split, please put “ship all items together” in the additional information box.
Privacy Policy
Who we are
Our website address is: o7v.cd6.myftpupload.com.
Comments
When visitors leave comments on the site, we collect the data shown in the comments form, the visitor’s IP address, and the browser user agent string to help with spam detection.
An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.
Media
If you upload images to our website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.
Cookies
If you leave a comment on our site, you may opt to save your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.
If you visit our login page, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.
When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.
If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.
Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.
Who do we share your data with
If you request a password reset, your IP address will be included in the reset email.
How long we retain your data
If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognize and approve any follow-up comments automatically instead of holding them in a moderation queue.
For users who register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.
What rights do you have over your data
If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.
Where your data is sent
Visitor comments may be checked through an automated spam detection service.
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