Refund policy
Return & Refund Policy
At LuminaShadows, each piece is custom-made to order based on the photo and options provided by the customer. Because every artwork is personalized and created specifically for you, we generally do not accept returns, exchanges, or refunds once production has begun.
Order Cancellation
You may cancel your order within 24 hours after placing it.
After 24 hours, your order will enter the production process. Once production has started, we are unable to cancel, modify, refund, or return the order, as the item is being custom-made specifically for you.
If you need to cancel or make changes to your order, please contact us as soon as possible at:
Custom-Made Products
All of our products are personalized and made to order. Due to the custom nature of our artwork, we cannot accept returns or refunds for reasons such as:
- Change of mind
- Incorrect photo uploaded by the customer
- Incorrect order details provided by the customer
- Personalized items that have already entered production
- Minor variations in color, lighting, or texture caused by the custom production process
Please review your order details carefully before submitting your order.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery.
To help us resolve the issue, please provide:
- Your order number
- Clear photos of the damaged or defective item
- Photos of the package and shipping label
Once we review the issue, we will gladly send you a replacement at no additional cost if the damage or defect is confirmed.
Replacement Policy
For damaged or defective items, we do not require you to return the original product in most cases. A free replacement will be arranged after photo evidence has been reviewed and approved.
Please note that replacements are only available for items that arrive damaged, defective, or with a production error caused by us.
Refund Processing
If a refund is approved under special circumstances, refunds will be issued to your original payment method.
Refunds to major credit cards usually take 1–2 business days to process after approval. Refunds through PayPal may take around 7–10 business days, depending on PayPal’s processing time.
Contact Us
Every custom artwork is made with care, and we truly hope it brings warmth and meaning to you. If something is not right with your order, please contact us and we will do our best to help.
Email: support@luminashadows.com