Returns & refunds

If it arrives wrong, we remake it

Damaged in transit, misprinted, the wrong size, the wrong item, or materially different from the artwork you approved — tell us within 14 days of delivery and we remake and reship it at our cost, or refund you in full if you would rather. Your choice, not ours.

You do not need to send a damaged item back. A photograph is enough, and it saves you a trip to the post office. Email support@lumina-art.studio with your order number and a photo.

Change of mind on a personalised item

This is the part worth reading before you order. Under the Consumer Contracts Regulations 2013 the usual 14-day right to cancel for any reason does not apply to goods made to your own specification. Every Lumina product carries a portrait generated from your photograph, so it cannot be sold to anyone else — a returned item goes in the bin, not back on a shelf.

So once production has started we cannot accept a return simply because you changed your mind. What we can do is cancel before production begins: contact us quickly and, if your order has not yet gone to the printer, we cancel and refund in full, no questions.

None of this affects your rights if the item is faulty, misdescribed or not as approved. Those rights are not ours to remove and we are not trying to.

“It does not look like my pet”

You see the finished artwork before you pay, and you can regenerate it as many times as you like beforehand. That is why we ask you to look properly at the preview rather than trusting a description: the portrait you approve is the portrait that gets printed.

If what arrives does not match what you approved, that is a defect and the remake above applies. If it matches the preview but the likeness disappointed you, we cannot treat that as a fault — though we would still rather hear about it, because a photograph that produced a poor portrait usually tells us something we can fix for the next person.

Colour, and being straight about print

Screens emit light and paper and fabric reflect it, so printed colour is never an exact match for what you saw on your phone. Deep blacks and vivid neons shift the most. This is normal for printing and is not a defect, but if a print is obviously wrong rather than slightly different, send us a photo and we will judge it fairly.

Refunds

Refunds go back to the card or wallet you paid with, within 14 days of us agreeing to them and usually much sooner. Your bank may take a few further days to show it. Shipping was free, so there is nothing to deduct.

Production and delivery timings per product are on the shipping page, and the wider agreement is in our terms of service.