Refund policy

Refund & Cancellation Policy

Last updated: March 2026

At Mystic Lumina, every reading and personalised creation is crafted with deep care, time, and intention — made uniquely for you. Because of the deeply personal nature of our work, our refund policy reflects both our commitment to your experience and the irreversible effort invested in each order.

We ask that you read this policy carefully before placing your order, so you feel confident and informed going into your experience with us.

1. Digital Products & Downloadable Files

All digital downloads (printables, artwork files, PDFs, or any other instantly delivered digital files) are non-refundable once the file has been accessed or delivered to your email address. This is because digital files cannot be "returned" in the way a physical product can.

Exceptions may be considered if:

•       The file you received is corrupted, incomplete, or technically unusable

•       The wrong file was delivered due to an error on our part

•       The product was significantly misrepresented in the listing

In any of these situations, please contact us at hello@mysticlumina.com within 14 days of purchase with your order number and a description of the issue. We will do our best to resolve it promptly — whether through a corrected file, a replacement, or, where appropriate, a refund.

2. Personalised Readings & Custom Services

Our personalised services — including psychic readings, astrology reports, spiritual guidance, and bespoke creative commissions — are prepared specifically for you, based on the information you provide at the time of your order. Because significant time, energy, and expertise go into every piece of work, these services are non-refundable once work has commenced.

2.1 Order Cancellation Window

If you change your mind after placing your order, you may request a cancellation within 2 hours of purchase, provided that work on your order has not yet begun. To cancel, please email us immediately at hello@mysticlumina.com with your order number and subject line "Cancellation Request."

Cancellations requested within the 2-hour window will receive a full refund to the original payment method, processed within 5–10 business days.

2.2 After the 2-Hour Window

Once 2 hours have passed from the time of purchase, or once work on your reading or service has commenced (whichever comes first), your order is considered in progress and is no longer eligible for cancellation or refund. This policy exists because our readers and creators dedicate focused, uninterrupted time to your order from the moment they begin.

2.3 Our 14-Day Quality Commitment

We stand fully behind the quality of our work. If, after receiving your reading or personalised service, you genuinely feel that the response does not address the specific questions or intentions you submitted at the time of your order, please reach out to us within 14 days of delivery.

We will carefully review your request alongside your original submission. If we determine that there is a meaningful discrepancy — that is, the content provided does not reasonably address what you asked — we will offer a complimentary revision as our primary resolution.

In exceptional circumstances, where a revision is not possible or does not resolve the concern, a partial or full refund may be considered at our sole discretion. We are committed to fairness, and we will always listen.

What does not qualify for a refund:

•       Dissatisfaction with the outcome of a reading (e.g., the message was not what you hoped to hear)

•       Disagreement with an interpretation or spiritual perspective offered

•       Change of mind after the reading has been delivered

•       Failure to provide accurate or complete information at the time of ordering

•       Requests made outside the 14-day window

 

3. Exceptional Circumstances

We understand that life happens. If you are experiencing an extraordinary situation — such as a serious illness, bereavement, or other significant personal hardship — and you are unable to use your purchase, please reach out to us directly. While we cannot guarantee a refund outside of the conditions above, we will always consider your situation with compassion and do our best to find a fair resolution.

Contact us at hello@mysticlumina.com with the subject line "Exceptional Circumstance Request" and a brief explanation. All requests are handled with complete discretion and care.

4. Payment Disputes & Chargebacks

We kindly ask that before initiating a dispute or chargeback with your bank or payment provider, you contact us first at hello@mysticlumina.com. We are always willing to work with you to find a resolution, and most concerns can be resolved quickly when we have the opportunity to review your case directly.

Initiating a chargeback without first contacting us may result in the suspension of your account and any associated orders. We reserve the right to provide all relevant transaction and communication records to our payment processor in the event of a dispute.

5. Your Statutory Rights (EU & UK Customers)

If you are located in the European Union or United Kingdom, you may have additional rights under applicable consumer protection law. Under EU and UK law, consumers generally have a right of withdrawal for digital services within 14 days of purchase — however, this right may be waived if you expressly consent to immediate delivery and acknowledge the loss of withdrawal rights before the service begins.

By placing an order for a personalised reading or digital service, you acknowledge and agree that delivery begins immediately upon purchase, and you expressly waive your statutory right of withdrawal in accordance with applicable consumer law. Nothing in this policy limits your statutory rights that cannot be excluded by law.

6. How to Contact Us

We are always here to listen and support you. If you have any questions, concerns, or would like to request a review of your order, please reach out to us:

•       Email: hello@mysticlumina.com

•       Subject line: include your order number and the nature of your request

•       We aim to respond to all enquiries within 2–3 business days

 

Thank you for trusting us with your journey. Our goal is always for you to feel seen, supported, and truly served by your experience with Mystic Lumina.

hello@mysticlumina.com