Refund policy

Effective date: 27 July 2026

Thank you for choosing Pexlumi. We provide digital invitation products and creative services, including ready-made invitation templates, customised invitation designs, wedding invitation websites, videos, animations, downloadable files, hosted invitation links and related digital services.

Because our products are digital and, in many cases, customised using information supplied by the customer, returns and refunds are handled differently from physical products.

1. Scope of this policy

This Return and Refund Policy applies to purchases made through pexlumi.com, our authorised payment links or other official Pexlumi sales channels.

This policy should be read together with our Terms of Service and Digital Delivery Policy.

2. Ready-made digital products

Ready-made products may include downloadable templates, invitation images, editable files, videos, design assets or other digital content delivered automatically or manually after payment.

A ready-made digital product will generally not be eligible for a change-of-mind refund after:

  • The download link has been delivered;
  • The file has been downloaded or accessed;
  • Access to the template or digital product has been activated; or
  • The customer has received the product by email, WhatsApp, dashboard or another agreed delivery method.

However, we will provide an appropriate correction, replacement or refund where:

  • The file is corrupted or cannot be opened using the stated compatible software;
  • The wrong product was delivered;
  • The product is materially different from its description;
  • The same order was charged more than once;
  • The product was not delivered within the stated period for reasons attributable to Pexlumi; or
  • A refund is otherwise required under applicable law.

3. Customised products and services

Customised products are created using customer-provided information, including names, photographs, event details, venue information, dates, timings, music preferences and design instructions.

Before work begins

A customer may request cancellation before Pexlumi begins design, customisation, development or other project work.

Where no work has started and no digital product or design asset has been delivered, the customer may be eligible for a full refund.

Any payment-gateway or transaction fee that is genuinely non-recoverable may be deducted only where this was disclosed before payment and is legally permissible.

After work begins

Once design, customisation, development, animation, video production, website setup or other project work has begun:

  • The amount attributable to work already completed may be retained by Pexlumi;
  • Any unused balance may be refunded, where applicable;
  • Completed drafts, previews, designs or source materials remain the property of Pexlumi unless the applicable amount has been paid; and
  • A separate cancellation penalty will not be charged unless expressly disclosed and legally permissible.

After approval or final delivery

A change-of-mind refund will generally not be available after:

  • The customer has approved the final preview;
  • The final invitation has been delivered;
  • The hosted invitation link has been activated;
  • The downloadable files have been supplied; or
  • The customer has started using, publishing or distributing the invitation.

This does not affect the customer’s right to seek a correction, replacement or refund where the service is defective, materially deficient, not delivered as agreed or materially different from the confirmed order.

4. Customer-provided errors

Customers are responsible for carefully reviewing all submitted and displayed information, including:

  • Names and spellings;
  • Event dates and times;
  • Venue details and map links;
  • Contact numbers;
  • Photographs;
  • Family details;
  • RSVP information;
  • Religious text, quotations or wording; and
  • Music and media selections.

Pexlumi will correct errors caused by Pexlumi without an additional charge.

Changes required because of incorrect, incomplete or changed information provided by the customer may be treated as an additional revision and may incur an additional fee.

5. Revisions

The number of revisions included with a product will be stated on the relevant product page, quotation, order confirmation or project brief.

A revision means a reasonable modification to an existing approved design direction. A request for a completely different concept, template, theme, format or animation may be treated as a new order or an additional paid service.

Unused revisions have no cash value and cannot be exchanged for a refund.

6. Event cancellation or postponement

A wedding or event being cancelled, postponed or rescheduled does not automatically make a completed digital invitation refundable.

Where reasonably possible, Pexlumi may offer:

  • Date and venue updates;
  • Rescheduling of the hosted invitation period;
  • A revised version of the invitation; or
  • Store credit.

Additional charges may apply depending on the amount of rework required.

7. Technical issues

Before requesting a refund for a technical issue, customers should provide:

  • Their order number;
  • A description of the issue;
  • The device and browser being used;
  • A screenshot or screen recording where possible; and
  • Any error message received.

Pexlumi will first attempt to diagnose and correct the issue within a reasonable period.

Minor variations caused by device size, browser behaviour, operating system, internet speed, screen settings or third-party services will not by themselves make a product defective, provided the invitation remains materially usable in its stated supported environment.

8. Refund request procedure

Refund or correction requests should be sent to:

Email: contact@pexlumi.com
Subject: Refund Request – Order [ORDER NUMBER]

Please include:

  • Customer name;
  • Order number;
  • Product purchased;
  • Payment date;
  • Reason for the request;
  • Supporting screenshots or files; and
  • Preferred resolution.

Requests should be submitted promptly after the issue is discovered, preferably within seven days of delivery. This timeframe does not limit any mandatory rights available under applicable consumer law.

9. Refund processing time

Approved refunds will be issued to the original payment method wherever possible.

Pexlumi will normally initiate an approved refund within 7–10 business days. Banks, card issuers, UPI providers and payment gateways may take additional time to reflect the amount in the customer’s account.

Pexlumi is not responsible for delays caused solely by the customer’s bank or payment provider.

10. Duplicate and unauthorized payments

Customers should contact us immediately regarding a duplicate or suspected unauthorized payment.

Where a duplicate charge is confirmed, the duplicate amount will be refunded.

Suspected fraud or unauthorized transactions may also need to be reported directly to the relevant bank, card issuer or payment provider.

11. Statutory rights

Nothing in this policy excludes or restricts any right or remedy that cannot legally be excluded under applicable consumer-protection law.