Last Updated: October 6, 2026
At Mentis Lumen, many of our products are customized and produced specifically according to each customer’s order. Because of the personalized nature of these products, our return and refund policy differs from that of standard retail products.
1. Custom and Personalized Products
All custom-made, personalized, and custom-printed products are considered final sale once they have entered production.
We do not accept returns, exchanges, cancellations, or refunds due to:
- Change of mind
- Personal preference
- No longer needing the product
- Incorrect information provided by the customer
- Spelling, grammar, or typographical errors contained in customer-provided content
- Incorrect files, images, logos, colors, dimensions, or artwork submitted by the customer
- Low-resolution or poor-quality customer-provided images or artwork
- Design choices made or approved by the customer
Customers are responsible for carefully reviewing all information, artwork, spelling, contact information, quantities, sizes, colors, and other selections before submitting or approving an order.
2. Orders Already in Production
Because customized products are produced specifically for each order, an order generally cannot be changed or canceled once production has begun.
If you need to request a change or cancellation, contact us as soon as possible. We cannot guarantee that a change or cancellation will be possible.
3. Damaged, Defective, or Incorrect Products
If your order arrives damaged, contains a manufacturing defect, or is materially different from what you ordered due to a production error, please contact us promptly at:
Please include your order number, a description of the issue, and clear photographs showing the product and the problem.
We will review the information provided and determine the appropriate resolution.
Depending on the circumstances and to the extent permitted by applicable law, the resolution may include a replacement, reprint, correction, or refund for the affected product.
4. Customer-Provided Artwork and Information
Mentis Lumen is not responsible for errors contained in files, artwork, text, photographs, logos, addresses, contact information, or other materials provided or approved by the customer.
Colors displayed on computer screens and mobile devices may also vary from the final printed product. Reasonable differences in color appearance between digital displays and printed materials are not considered defects.
5. Shipping and Delivery
Production, shipping, and delivery may involve third-party printing, production, fulfillment, and shipping providers.
Estimated production and delivery dates are estimates and are not guaranteed unless expressly stated otherwise.
To the extent permitted by applicable law, Mentis Lumen is not responsible for delays caused by shipping carriers, weather, transportation disruptions, incorrect or incomplete addresses supplied by the customer, or other circumstances outside our reasonable control.
If an order experiences a shipping problem, please contact us and we will assist in reviewing the available information and, when appropriate, coordinating with the applicable fulfillment or shipping provider.
6. Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address.
Additional costs resulting from an incorrect or incomplete address, failed delivery caused by customer-provided information, or reshipping may be the customer’s responsibility where permitted by law.
7. Website Design and Digital Services
Website design, graphic design, and other digital or creative services are different from physical products.
Payments for work that has already begun may be non-refundable based on the amount of work completed and the scope of the purchased service.
Once a completed digital service, website, design, credentials, or final files have been delivered, the service is considered fulfilled, except where otherwise agreed in writing or required by applicable law.
Specific revision limits and deliverables stated in the purchased service or package also apply.
8. Limitation of Liability
To the fullest extent permitted by applicable law, Mentis Lumen will not be liable for indirect, incidental, special, or consequential losses arising from an order, including loss of profits, revenue, business opportunities, or anticipated savings.
Where liability cannot legally be excluded, Mentis Lumen’s liability will be limited to the extent permitted by applicable law.
Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded under applicable consumer protection laws.
9. Contact Us
Questions or concerns regarding an order should be sent to:
Mentis Lumen
Order Support: orders@mentislumen.com
General Contact: contact@mentislumen.com
Website: mentislumen.com