This policy explains how paying, changes, cancellations and refunds work for invitations and custom songs ordered from PEXLUMI. Both are digital and made for you, so there is nothing to post back: this page replaces the usual “returns” rules. It is written for the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
- Price agreed firstWe tell you the full price on WhatsApp before you pay anything.
- Changes includedTwo rounds of changes before your invitation goes live, and our own mistakes fixed free, always.
- Change of plansCancel before we start and you get all your money back.
- Our fault, your moneyIf we cannot deliver what we agreed, you get a full refund.
- Quick refundsPaid back to the account you paid from within 7 working days.
- Real peopleA named person answers complaints, within one month.
What you are buying
PEXLUMI (“we”, “us”) makes digital invitations: mainly animated invitation websites, and on request invitation videos and one-page cards. Each one is made for you from a design you choose, with your names, dates, venues, photos and wording. Nothing is shipped. Your invitation is delivered as a link (for a website) or a file (for a video or card), usually on WhatsApp.
We also make custom songs: a new song for your occasion with your names, delivered as an MP3 file on WhatsApp. One request can include several songs; each is priced on WhatsApp.
The designs on our website are samples. Prices are not shown on the website: tell us your design and functions on WhatsApp and we reply with the full price, what is included and when you will get it, before you pay.
Paying
You pay 50% when you place your order, so we can start, and the rest when you have approved your invitation, before we share the final link or file. We send payment details on WhatsApp and confirm every payment we receive.
Custom songs: you pay nothing until you have heard the preview. You pay 50% when you approve the preview, and the rest after we deliver the final song. A song that is free under an offer costs nothing.
Changes to your invitation
- Before it goes live: we send you a preview. Two rounds of changes are included in the price (text, photos, music, order of functions).
- Our mistakes: if anything differs from what you sent us, we fix it free, at any time.
- After it goes live: small corrections to text, times or venues are free for up to two requests. A new design, new pages or new functions are extra, and we tell you the price before we start.
- If your dates change: we update the dates and venues once, free.
Custom songs: after you hear the preview, two rounds of changes are included (for example a name said wrong, a line changed, a softer beat). A name or detail we got wrong compared with what you sent is fixed free, at any time. A completely new song for a different occasion is a new order.
Cancelling an order
| When you cancel | What you get back |
|---|---|
| Before we start work on your invitation or song | Everything you paid |
| After we have started, before you approve the preview | Everything you paid except the 50% advance |
| After you have approved it, or after it has gone live or been delivered | No refund, because it has been made for you and delivered |
Custom songs: nothing is paid before you approve the preview, so cancelling before then costs nothing. Once you approve the preview and pay 50%, we finish your song for you, so that payment is not refunded. If we cannot deliver the song we agreed, you get it all back (see below).
To cancel, message us on WhatsApp or email contact@pexlumi.com. We confirm the cancellation and any refund in writing.
When you get a full refund
- We cannot deliver your invitation by the date we agreed, and you no longer want it.
- We cannot make the invitation we agreed (for example the design cannot show something we promised).
- You were charged twice or charged more than the price we agreed (the extra is refunded).
How refunds are paid
Refunds go back to the account or UPI ID you paid from, within 7 working days of us confirming the refund. We do not charge any fee for a refund. If you have not received it after that, message us with the date you paid and we will send you the transaction reference.
Upgrades and extras
Extras you add to an order (such as more pages, RSVP, music or a custom song) follow the same rules: refunded in full if cancelled before we start them, not refunded once they are delivered. A song given free under an offer has no money to refund; if the invitation order it came with is cancelled, the free song is cancelled too, unless you choose to pay for it.
Contact and complaints
Questions about an order: message us on WhatsApp (the green button on every page) or email contact@pexlumi.com.
Complaints: email grievance@pexlumi.com. Complaints are logged within 48 hours and answered within one month.
Grievance Officer: Nishant Gupta, PEXLUMI, Mangal Marbles, Subhash Ganj, Dabra, District Gwalior, Madhya Pradesh 475110, India. Email nishantgupta@pexlumi.com for escalations.
If you are not satisfied with our answer, you can contact the National Consumer Helpline (1915, or consumerhelpline.gov.in).
Changes to this policy
When we change this policy we update the date at the top. Orders already placed keep the rules that applied when you paid.