Cancellation policy
This policy explains cancellation requests for custom product orders, orders awaiting photographs, and purchases involving a deposit or deferred payment. Our Return and Refund Policy explains returns after delivery.
1. Custom product orders
You may cancel a custom magnet or personalized frame order for a full refund before design or production work begins. Email support@atelierelunora.com with your order number as soon as possible.
Once design or production has begun, change-of-mind cancellations or changes cannot be guaranteed. Mandatory cancellation, refund, and defect remedies continue to apply.
2. Non-personalized frames
Contact us before shipment to request cancellation. Once shipped, eligible non-personalized frames follow the 14-day return-request window and other conditions in our Return and Refund Policy.
3. Orders awaiting photographs
Purchasing an upload-later keepsake does not mean that design or production has already begun. You may cancel for a full refund before that work begins.
Please follow the photo-submission instructions for your order. If you need extra time, contact us. A missed photo-submission deadline does not automatically forfeit your payment under this policy; we will contact you to resolve the order.
4. Deposits, prepayments, and deferred balances
Any amount payable at checkout and any later balance-payment date or trigger must be disclosed before you complete the purchase. Selecting a deposit or deferred payment does not create an unrelated recurring subscription.
If you request cancellation, we will confirm the status of the order and explain the applicable refund and remaining-payment treatment. An approved cancellation will include cancellation or adjustment of any outstanding payment obligation as appropriate; submitting a request alone is not confirmation that a scheduled payment has been stopped.
If billing information at checkout conflicts with a quotation or booking agreement, contact us before completing payment so the discrepancy can be resolved.
5. Live wedding and event bookings
Event cancellation and rescheduling follow the event agreement and booking terms provided before you reserve. This policy does not create a new cancellation fee or declare an event payment non-refundable when that was not agreed before purchase.
Contact support@atelierelunora.com with your event date and order number to request cancellation or a date change. We will confirm availability and the financial effect of any proposed change before it is accepted.
6. Problems and legal rights
If we cannot fulfill your order or meet a shipment commitment, we will provide the cancellation and refund options required by law. Change-of-mind restrictions do not remove rights concerning damaged, defective, incorrect, or undelivered items.
Approved refunds are returned to the original payment method, subject to the applicable policy and legal deadlines. Banks and payment providers may take additional time to post a refund.
Return and Refund Policy: https://www.atelierelunora.com/policies/refund-policy
Contact: support@atelierelunora.com