Refund Policy

Legal review required: bracketed placeholders such as [Jurisdiction] must be completed and this document reviewed by qualified counsel before publication.

PaperCrease produces bespoke, made-to-order goods: paper-engineered editions, custom envelope formats, and finishing applied to client artwork. Because tooling and materials are committed to a single specification, this policy sets out precisely when a refund, remake, or credit is available.

1. Custom work is non-returnable

Bespoke production cannot be resold or restocked and is therefore not returnable for change of mind, revised marketing plans, or altered internal specifications after written approval of the dummy or proof.

2. When we remake or refund

We will remake the affected quantity at our cost, or issue a refund or credit, where:

• Delivered goods materially differ from the approved dummy or printed proof.
• Die-cutting falls outside our stated ±0.2 mm registration tolerance.
• Embossing cracks the sheet, or foil lifts or scuffs under normal handling, due to our process settings.
• Assembly is defective — for example a mechanism that binds, tears, or fails to return flat.
• The shipment is short of the invoiced quantity or arrives damaged in our packaging.

Remake is our primary remedy. Where a remake cannot meet your in-hand date, we will agree a refund or credit for the affected quantity instead.

3. What is not a defect

• Batch variation in shade, texture, deckle edge, or formation of specialty and cotton stocks.
• Normal variation in emboss depth or foil density across a run.
• Colour differences between a screen and the printed sheet, or from an unapproved reference.
• Delivered quantity within ±5% on runs above 500 units, invoiced as delivered.
• Errors present in artwork, dielines, or copy that you approved.
• Damage from end-user handling, humidity, improper storage, or third-party fulfilment.

4. Claim window and process

1. Inspect on receipt and notify us within [Inspection Window] of delivery by emailing service@lumoforge.store with your order number.
2. Include photographs of the defect, the affected quantity, and the outer packaging if damaged in transit.
3. Retain the affected units; we may request return of samples, or of the full quantity, at our cost.
4. We assess the claim and respond with a decision within [Assessment Window].

Claims made after the inspection window may be declined where the cause can no longer be determined.

5. Deposits, tooling, and cancellation

• Deposits are refundable only for work not yet started and materials not yet ordered.
• Tooling charges for dies, formes, and foil blocks already manufactured are non-refundable.
• On cancellation mid-production, we invoice completed work, committed materials, and tooling, and refund any remaining balance.
• Structural consultation and prototype fees are non-refundable once the dummy has been delivered.

6. Sample kits

Sample kits are supplied as reference material and are non-returnable. Where a kit arrives damaged, we will replace it at no charge on notification within [Inspection Window].

7. Shipping costs

For approved defect claims we cover return and reshipment costs. Where a claim is declined, or a return is requested for convenience, shipping and any restocking of raw materials are at your cost.

8. How refunds are issued

Approved refunds are issued to the original payment method or as a studio credit, at your election, within [Refund Processing Period] of approval. Taxes are refunded as required by the law of [Jurisdiction].

9. Statutory rights

Nothing in this policy limits rights that cannot be excluded under the law of [Jurisdiction], including any mandatory consumer guarantees that apply to you.

10. Contact

All refund and remake enquiries are handled by email at service@lumoforge.store.