Refund policy
30-Day Return, Replacement & Refund Guarantee
At CherishLume, every memorial keepsake is crafted with deep care and respect for your loved one's memory. We stand behind the quality of our 3D laser-engraved crystal lamps and personalized tributes with a 30-day warranty from the date of delivery.
1. Damaged, Defective, or Incorrect Items (100% Free Replacement or Full Refund)
If your item arrives damaged in transit, has a defective LED wooden base, or contains an engraving error that differs from the details you submitted, we will gladly send a brand-new replacement free of charge or issue a 100% full refund—no need to return the damaged item.
- Please contact us at support@cherishlume.com within 30 days of delivery with your Order Number and a clear photo of the issue.
- Our Care Team responds within 24 business hours.
2. Order Cancellations & Modifications
You may modify or cancel your order for a full 100% refund within 24 hours of placing your order, before our artisans begin 3D laser engraving. Once custom engraving has begun (after 24 hours), personalized items cannot be canceled or returned for buyer's remorse, as each crystal is permanently engraved with your custom photo and text.
3. Non-Personalized Items
Non-personalized accessories or standard items in their original, unused condition may be returned within 30 days of delivery for a full refund. Return shipping instructions will be provided by our support team.
4. Refund Processing Time
Once your refund is approved, it will be processed immediately and credited back to your original method of payment (credit/debit card, Apple Pay, etc.) within 5 to 7 business days depending on your bank or card issuer.
Contact Our Care Team
CherishLume
10 Rue de la Paix, 75002 Paris, France
Email: support@cherishlume.com
Phone: +33 1 42 68 55 10
Hours: Monday – Friday, 9:00 AM – 6:00 PM CET