Return and Refund Policy

Each item is custom-printed. If the item you received is damaged or does not meet your expectations, please contact us within 14 days. We will arrange for a replacement or refund in accordance with our policy terms.

01.Returns and Refunds

Which products are eligible for return?

You may return most ready‑to‑hang canvas prints or framed photographic artworks within 14 days of delivery, provided they are unused, in their original packaging, and in resalable condition. Standard prints without framing are also eligible if they have not been mounted or altered. Please contact us before returning any item to obtain a return authorisation.

Which items are not supported for return without quality issues?

Customised or personalised photographic artworks – for example, prints with a specific size, special frame colour, or any adjustment made according to your personal request – are not eligible for return if you simply change your mind. Also, digital files delivered by email cannot be returned once they have been sent.

Can I return a commissioned or bespoke artwork?

Generally, no. A commissioned artwork, where you request a unique size, special material, or a personalised reproduction of a specific photograph, is created just for you. Because it cannot be resold to another customer, it is exempt from the right of withdrawal unless it arrives damaged or defective.

Who pays for return shipping?

If the return is due to a quality problem (damage, defect, or an error on our part), we will cover the return shipping cost. If you are returning a non‑defective item simply because you changed your mind, you are responsible for the return shipping fee, including any insurance and tracking services.

What should I do if I receive a damaged, defective, or wrong artwork?

Take clear photos of the damage, the packaging, and the overall artwork within 48 hours of delivery. If the item has a manufacturing defect (e.g., colour fading, torn canvas, broken frame) or if we sent the wrong photograph or size, contact us immediately. We will arrange a free replacement or a full refund, depending on your preference.

How long does a refund take (PayPal / Stripe)?

Once we approve your return, we will issue the refund to your original payment method. For PayPal, you usually see the money within 3‑5 business days. For Stripe, it normally takes 5‑10 business days, depending on your bank. In both cases, the refund will go back to the same account you used to pay.

How do I request a return?

Send an email to our support address with your order number, the name of the artwork, and the reason for return. Attach any supporting photos if damage or defect is involved. Once we confirm the return, we will provide you with a return shipping label (if the return is our responsibility) or detailed instructions on where to send the package.

* International order note

For international deliveries, customs duties, import taxes, or handling fees may be charged by your local customs office. These fees are not included in our prices or shipping charges, and you are responsible for paying them if they apply. If you refuse to pay import fees and the package is abandoned or returned, we cannot issue a refund for the original shipping cost. Please check your country's import rules before ordering.

* Your local consumer legal rights

Nothing in this policy affects your mandatory rights under the consumer protection laws of your country. Depending on where you live, you may have additional rights, such as a longer return period, the right to cancel an order within a certain cooling‑off period (e.g., 14 days in the EU), or protection against unfair contract terms. If your local law grants you rights that are more favourable than those stated here, those local rights will apply.

Lumiere Loft - Return and Refund Policy

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Return and Refund Policy

01.Returns and Refunds

* International order note

* Your local consumer legal rights

The most precious luxury item in the era of art derived from life