At Lume, we take pride in crafting each order with care and precision, ensuring the highest standards of quality. Because our artworks are made to order, our refund and return policy is structured to balance customer satisfaction with the exclusivity of our collections.
Standard Collection (Sizes A2–A4)
We offer a full refund within 14 days of receiving your order for products in the Standard Collection, provided the following conditions are met:
• You must contact us within 14 days of delivery to initiate a return.
• The artwork must be unused, undamaged, and in its original packaging.
• Return shipping must be arranged by the customer, and the item must be shipped back using a tracked and insured service.
• Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
If the returned item is not in its original condition or is damaged upon return, we may decline the refund or offer a partial refund.
Premium Collection & Bespoke Orders (30x20”, 36x24”, 40x30”)
Due to the exclusive nature and high production cost of our Premium Collection and Bespoke Orders, we do not accept refunds or returns for these items. Each piece is:
• Made to order, ensuring its unique quality.
• Non-resellable, as it is tailored for individual clients.
Please ensure you carefully review your order before purchase. If you have any questions about the artwork or need assistance before ordering, our team is happy to help.
Faulty, Damaged, or Incorrect Orders
Contact us within 48 hours of delivery with clear photos of the issue, including images of the product and packaging.
We will assess the situation and, depending on availability, offer:
• A replacement of the same item.
• A repair if applicable.
• If a replacement or repair is unavailable, we may offer an alternative resolution such as a full refund.
• We will cover the cost of return shipping for damaged or incorrect items.
Please note that minor variations in colour and finish due to screen displays or printing processes are not considered defects.
Order Cancellations
• Full refund available if the request is made within 1 hour of placing the order.
• After this period, production begins, and cancellations are no longer possible.
How to Request a Refund, Replacement, or Report an Issue
To initiate a return or report an issue, please email us at with:
1. Your order number
2. A brief description of the issue
3. Photos of the product and packaging (if applicable)
We aim to respond immediately and process eligible refunds within 5-7 business days.
