CANCELLATION AND REFUND POLICY

This Cancellation and Refund Policy applies to Luscherie products and services. As our digital and printed products are personalised, customised and/or made to order, cancellation and refund eligibility differs according to the product type and stage of fulfilment.

By placing an order with Luscherie, you acknowledge and agree to the applicable cancellation and refund terms below.

1. DIGITAL PRODUCTS — CANCELLATIONS & REFUNDS

Due to the immediate provision of access to our digital products and services, digital orders are generally non-refundable and cannot be cancelled once access has been provided.

• Immediate Access: Upon successful completion of checkout, customers may be granted immediate access to our digital hosting platform, creation dashboard, invitation template, or live invitation services. Once such access has been provided, the order is considered fulfilled for the purpose of cancellation.

• Finality of Digital Products: Once dashboard access, a digital invitation, template or other digital asset has been issued or made accessible to the customer's registered account or email, the order cannot ordinarily be cancelled, refunded, exchanged or reversed.

• Change of Mind: Refunds or exchanges will not be provided because of a change of mind, preference for another design, failure to review the product description prior to purchase, or a subsequent decision not to use the purchased digital product.

• Template Changes: Once a digital invitation template has been purchased and access has been provided, customers may not exchange or transfer their purchase to a different template unless expressly approved by Luscherie.

2. DIGITAL PRODUCTS — LIMITED EXCEPTIONS

Luscherie may review a request for an exceptional resolution in the following circumstances:

• Core Technical Errors: If you experience a significant platform failure or broken functionality verified to be a direct system defect on our part, please notify us at co.luscherie@gmail.com within seven (7) days of purchase. We will first attempt to rectify the issue. Where the verified issue cannot reasonably be resolved, Luscherie may provide an appropriate alternative, replacement or refund depending on the circumstances.

• Incorrect Product Provision: If the template, product tier or digital product allocated to your account differs from the product purchased at checkout, please notify us within seven (7) days of purchase. Luscherie will correct the allocation and provide access to the product originally purchased.

• Exceptions do not apply to preference-based concerns: Differences in personal preference, expectations regarding editable elements, or features that were not expressly included in the product description do not constitute a technical defect or incorrect product provision.

3. PRINTED & PHYSICAL PRODUCTS — CANCELLATIONS

Printed stationery and other physical products offered by Luscherie are produced specifically for each customer's order. Some products may also involve personalised artwork, custom quantities, materials or finishing.

Cancellation eligibility therefore depends on whether production has commenced.

• Before Production: A request to cancel a printed order may be considered if production has not yet commenced. Any approved refund may exclude costs already incurred specifically for the order, including completed design work, custom artwork, specially procured materials, non-refundable third-party charges, payment processing charges where applicable, or other work already performed.

• After Production Has Commenced: Once printing, cutting, finishing, assembly, personalisation or other physical production has commenced, the order cannot be cancelled or refunded due to a change of mind.

• After Final Artwork Approval: Approval of a final proof authorises Luscherie to proceed with production. Once production has commenced following that approval, cancellation will no longer be available except where otherwise required or expressly agreed by Luscherie.

• Material Availability: Where Luscherie is unable to fulfil an order because an essential material becomes unavailable and a suitable alternative cannot be agreed upon, the affected item may be cancelled and the amount paid for that item refunded.

4. PRINTED & PHYSICAL PRODUCTS — ERRORS, DEFECTS & REPRINTS

Due to the personalised nature of our printed products, refunds are not automatically provided where an issue is reported. Where appropriate, Luscherie will first assess whether the matter can be rectified through correction, replacement or reprinting.

Any product damage, quantity shortfall or suspected production defect must be reported to Luscherie within three (3) days of receipt.

• Customer-Approved Artwork: Customers are responsible for reviewing all information contained in the final proof, including names, spelling, dates, times, addresses, quantities and other personalised information. Luscherie will not be responsible for errors that were already present and reasonably visible in artwork approved by the customer.

• Customer-Approved Errors & Reprints: Where an error was already present and reasonably visible in artwork approved by the customer, the order will not qualify for a refund or complimentary reprint on that basis. Where production capacity and the customer's event timeline permit, Luscherie may offer a reprint in accordance with the discounted reprint terms stated in our Printed Stationery Policy. Any applicable shipping charges and specialised finishing costs remain payable as provided under those terms.

• Luscherie Production Errors: Where the finished product materially differs from the approved proof because of an error introduced by Luscherie during printing, production or finishing, please provide details of the issue within the claim period stated above. Once verified, Luscherie will arrange an appropriate rectification, which may include correction, reprinting, replacement or another suitable resolution at no additional production cost to the customer.

• Assessment of Physical Products: Luscherie may request photographs, videos and/or the return of affected physical items where reasonably necessary to assess a reported production defect. Where Luscherie requests the return of an affected item for evaluation, the item must be returned within seven (7) days of the request, unless otherwise agreed. Customers should retain the affected products, original packaging and shipping label until the matter has been resolved.

• Return Shipping for Confirmed Luscherie Errors: Where a physical return is required by Luscherie and the issue is confirmed to have resulted from an error by Luscherie, reasonable return shipping costs required for the claim will be borne or reimbursed by Luscherie.

• Courier Damage: Damage arising during delivery will be handled in accordance with our Shipping & Delivery provisions and may be subject to the courier's evidence and claims requirements.

• Minor Production Variations: Reasonable variations arising from printing and finishing processes—including slight differences in colour, alignment, trimming, paper texture, material characteristics or handmade finishing—will not ordinarily constitute a defect where they fall within reasonable production tolerances.

5. NON-REFUNDABLE CIRCUMSTANCES

Unless otherwise required by applicable law or expressly agreed by Luscherie, refunds will not be provided solely because of:

• a change of mind after purchase;
• preference for another design, colour, material or product after the order has entered a non-cancellable stage;
• errors contained in artwork that was reviewed and approved by the customer;
• failure to provide complete or accurate information required to fulfil the order;
• delays resulting from late customer responses, delayed approval or incomplete information;
• failure to use or access a digital product after it has been provided;
• features, customisation options or editable elements that were not expressly represented as being included with the purchased product; or
• courier delays or delivery circumstances outside Luscherie's reasonable control, subject to our separate provisions for parcels confirmed lost or damaged in transit.

Nothing in this Policy is intended to exclude or restrict any rights or remedies that cannot lawfully be excluded under applicable Malaysian law.

6. URGENT & TIME-SENSITIVE ORDERS

Acceptance of an urgent or time-sensitive order does not constitute a guarantee that the completed product will arrive before the customer's event date or other personal deadline unless Luscherie has expressly provided such a guarantee.

Urgent processing shortens the applicable production or processing period only and does not include or guarantee courier delivery time.

Where an order is placed outside Luscherie's recommended ordering period, the customer accepts that there may be insufficient time available for a correction, reprint, replacement or redelivery to be completed before the event.

Where Luscherie makes a confirmed production error, Luscherie's responsibility to provide an appropriate rectification remains. However, the inability of a corrected or replacement item to arrive before the event due to the shortened timeline will not, by itself, create an entitlement to a refund where the order was accepted without a guaranteed delivery date.

Nothing in this section limits any rights or remedies available under applicable Malaysian law.

7. REFUND METHOD

Where a refund is approved, the refund will ordinarily be made to the original payment method where reasonably practicable.

Any approved refund will apply only to the amount determined to be refundable under this Policy. Shipping charges, completed services, custom work, materials or other costs already incurred may be excluded where applicable and permitted.

Processing times following approval may vary depending on the payment provider, bank or payment method used.

8. POLICY MODIFICATIONS

Luscherie may amend or update this Cancellation and Refund Policy from time to time to reflect changes to our products, services, operational practices or applicable requirements.

The version of this Policy published on envites.my at the time an order is placed will generally apply to that order. Subsequent amendments will apply prospectively unless otherwise required by law or expressly agreed with the customer.

9. CONTACT & SUPPORT

For cancellation requests, refund inquiries, product concerns, dashboard troubleshooting or other questions regarding this Policy, please contact our administrative team:

Email: co.luscherie@gmail.com