Refund policy

Our Care Promise

Every BOHARU & CO. Lumina piece is chosen for a deeply personal space. If something is not right, please contact us. We will listen carefully and work with you toward a thoughtful, fair resolution.

Damaged, Defective, or Incorrect Items

Please email boharuco@gmail.com within 30 calendar days of delivery with your order number and clear photographs or video showing the issue.

For a confirmed damaged, defective, or incorrect item, we will offer either a replacement or a full refund. You will not be asked to pay return shipping for an error on our part.

Thoughtful Resolutions

Some situations do not benefit from sending a memorial piece back. When return shipping would create unnecessary cost, delay, or emotional burden, we may resolve the matter without requiring a return and offer an appropriate partial refund, full refund, replacement, or another suitable resolution. We will explain the available options before proceeding.

Standard Returns

Unused, unaltered, and non-personalized items may be considered for return when you contact us within 30 calendar days of delivery. Please wait for approval and return instructions before sending anything. Items should be safely packed and returned in their original condition.

For preference or size changes, return shipping is normally the customer’s responsibility. Original shipping charges are not refundable unless the item was damaged, defective, or incorrect.

Customized or Personalized Memorial Items

Because customized or personalized memorial pieces are made specifically for an individual order, they may not be eligible for a preference-based return once production has begun. This restriction does not affect support for items that arrive damaged, defective, or different from what was ordered.

Cancellations

If you need to cancel or change an order, please contact us as soon as possible. We will do our best to help before fulfillment or custom production begins.

Refund Timing

Approved refunds are issued to the original payment method. Your bank or payment provider may require 5–10 business days to post the funds after the refund has been processed.

How to Reach Us

Email: boharuco@gmail.com

Please include your order number and a brief description of what happened. Our care team will respond with the next steps.