Plain-language summary. Lucerna Labs supplies digital Venture Vaults and Asset Keys. Physical returns do not apply. If a delivered file is defective or materially different from what you approved, we restore, repair, replace, or — where required — refund through your original payment method. Cancellation is available before digital delivery begins.
Return Policy
Lucerna Labs supplies digital products and digitally delivered services. Digital products cannot be physically returned once they have been downloaded, accessed, delivered, generated, or made available to the customer.
A request relating to a defective, corrupted, inaccessible, incomplete, duplicated, or materially misdescribed digital product must be submitted within 14 calendar days after delivery or discovery of the issue, whichever is earlier, unless a longer period is required by applicable law.
The customer must provide the order reference and sufficient information to allow Lucerna Labs to identify and investigate the issue.
Where Lucerna Labs confirms that a digital product is defective, corrupted, inaccessible, incomplete, duplicated, or materially different from the description provided at the time of purchase (including the Approved Build Specification for Venture Vaults), Lucerna Labs may, as appropriate:
- correct the product;
- restore access;
- resend the product or access link;
- provide a replacement version;
- repeat the affected service;
- issue account credit, where accepted by the customer; or
- approve a refund through the original mode of payment.
A change of mind, failure to review an available preview, incompatibility caused solely by the customer’s unsupported device or software, or dissatisfaction based only on personal preference will not normally qualify for a return or refund after digital delivery has begun, except where required by applicable law.
This policy does not affect any mandatory consumer rights that cannot lawfully be excluded.
Cancellation Policy
A customer may request cancellation before the purchased digital product has been delivered, generated, downloaded, accessed, or otherwise made available, and before Lucerna Labs has started performing the purchased service.
Cancellation requests must be submitted promptly using the contact details published on the website and must include the relevant order reference.
Where a cancellation request is received before digital delivery or service performance has started, Lucerna Labs will review the request and, if approved, cancel the order and process any applicable refund through the original mode of payment.
Once a digital product has been delivered, downloaded, accessed, generated, or made available, or once performance of a digital service has begun with the customer’s request or consent, the order may no longer be cancellable, except where required by applicable law or where the product or service is defective, materially misdescribed, or not supplied as agreed.
Lucerna Labs may cancel an order where:
- payment is unsuccessful, reversed, disputed, or suspected to be unauthorised;
- required customer information is incomplete or inaccurate;
- the order breaches these Terms or the acceptable-use requirements;
- the transaction presents a legal, regulatory, fraud, sanctions, or security risk;
- the product or service is unavailable; or
- Lucerna Labs is unable to fulfil the order for technical or operational reasons.
Where Lucerna Labs cancels a paid order without supplying the purchased product or service, any amount due to the customer will be refunded through the original mode of payment.
For further detail on refunds, see our Refund and Cancellation Policy. Sanctions-related refusals are also addressed in our Terms of Supply.
Replacement Policy
Where a delivered digital product is corrupted, incomplete, inaccessible, duplicated, or materially different from the product description or approved preview, the customer may request a replacement.
The replacement request must include the order reference, a description of the issue, and any reasonably requested evidence, such as an error message or screenshot.
After verifying the issue, Lucerna Labs may:
- resend the original digital product;
- provide a corrected or updated file;
- restore or renew access;
- regenerate the affected product;
- repeat the affected portion of the service; or
- provide a substantially equivalent replacement.
Replacement does not include alterations requested solely because the customer has changed their preferences, business plans, branding decisions, or requirements after approving a preview or completing the purchase, unless such alterations are included in the purchased package. Separate Change Orders may be available under the Terms of Supply.
Where a suitable replacement cannot be supplied within a reasonable period, Lucerna Labs may approve another remedy, including a refund through the original mode of payment, subject to the Refund and Cancellation Policy and applicable law.
Related policies
Contact
Lucerna Labs Limited, trading as “Lucerna Labs” · Company No. 16577262 · 25 Dunkellin Way, South Ockendon, England, RM15 5ES · [email protected] · [email protected]