الإرجاعوالاستبدال

1. Reporting window

Customers may report damaged, defective or materially nonconforming items within 30 days of delivery for commercial handling, for both ready-made and personalized products. This window does not cut off mandatory consumer rights or the separate 12-month manufacturing and lighting warranty.

2. Eligible cases

We review delivery damage, manufacturing defects and material differences from the agreed specification or customer-approved final artwork. Reasonable photos and order information may be requested to assess the issue without placing improper costs or burdens on the consumer.

3. Change of mind and custom goods

EraLuma does not offer a voluntary change-of-mind return for conforming, undamaged ready-made or custom items, except where mandatory law provides otherwise. Personalized orders may be voluntarily canceled before printing starts; after printing begins, defect and nonconformity rights remain unaffected.

4. How to request assistance

Contact +962781992616 via WhatsApp or info@eraluma.com with your order number, delivery date and a description of the issue. Include clear photos when useful. We will confirm any collection or shipping instructions before the product is returned. Messages can be received around the clock; review takes place during operating times.

5. Refund, replacement and repair

For defective products, the consumer’s statutory right to a refund is protected. Repair, correction or replacement may be agreed where legally permissible. Under Jordanian consumer protection law, correction of a defect rather than a refund requires written consumer consent in the specified circumstances; repair cannot be forced in place of a statutory refund.

6. Return costs and refund timing

Where EraLuma is responsible for a defect, delivery damage or error, EraLuma bears agreed return or collection costs. We initiate an approved refund promptly, but the time funds actually reach the customer depends on the bank, payment processor and original payment method.

7. Statutory rights

This policy complements the separate one-year warranty. The 30-day commercial reporting window does not extinguish statutory defect remedies under Jordanian consumer protection law or any other applicable mandatory law. See the Warranty Policy or contact EraLuma for help.