Returns & Refunds.
Effective Date: 10-03-2025
Last Updated: 04-06-2025
This Returns & Refunds Policy explains the circumstances under which LUME ART LTD (“LUME”, “we”, “us”) accepts returns and processes refunds. It applies to all products sold via www.lumeart.co.uk or through direct consultations.
By purchasing from us, you agree to the terms below.
1. Overview
Due to the nature of our work — which includes high-value, limited-edition and bespoke artwork — we do not operate under a general returns policy. However, we uphold your statutory rights under the Consumer Rights Act 2015, and accept returns in the following cases:
• Where the product is defective, damaged, or materially misdescribed
• Where the product has not been delivered as agreed and you have not accepted a new delivery date
• Where applicable, and only for non-bespoke artwork, if returned within the permitted timeframe and in perfect resale condition
We do not accept returns for change of mind.
2. Eligibility for Returns
a) Collection Artworks
Returns are accepted under the following conditions:
• You contact us within 14 calendar days of delivery
• The item is returned within 7 days of your return request being approved
• The item is returned in its original condition, with all packaging, documentation, and authentication certificates intact
• The item shows no signs of handling, hanging, or installation
• You use a fully tracked, insured delivery service for return shipment
If accepted, we will offer either:
• A full refund of the artwork price (excluding original shipping), or
• A replacement (if available in stock), at your discretion
Refunds will only be processed after the artwork has been inspected and approved for return.
b) Bespoke or Commissioned Artworks
Returns or cancellations are not accepted for bespoke or commissioned work, unless:
• The item is damaged upon delivery
• The final product materially deviates from the specifications agreed in writing
• We fail to deliver within a reasonable time and no alternate date has been accepted
Due to the unique and personal nature of bespoke work, production begins only after client sign-off. Once production starts, no refunds will be granted except under the above exceptions.
3. Refunds
Approved refunds will be:
• Issued via the same payment method used for the original transaction
• Processed within 7 working days of the returned item being received and approved
• Reflected in your account based on your payment provider’s processing time (usually within 3–10 working days)
We reserve the right to deduct any costs related to return shipping or damage caused by improper handling.
4. Damaged or Incorrect Items
If your order arrives damaged or does not match your confirmed order, you must:
• Notify us at management@lumeart.co.uk within 48 hours of receiving the item
• Provide clear photographic evidence of the damage, including packaging
• Keep all original packaging for inspection or return shipping
If your claim is valid, we may offer:
• A replacement of the same or similar piece
• A refund
• A repair or reprint (where possible)
• A partial refund (where damage is minor but non-restorable)
Failure to notify us within 48 hours may void your eligibility for return or compensation.
5. Cancellation Policy
Orders for collection artworks may be cancelled within 24 hours of placement, provided production has not begun.
Orders for bespoke commissions may not be cancelled once the design process has started or the artwork has entered production. The consultation fee is non-refundable if the client chooses not to proceed.
6. Exceptions and Final Discretion
LUME reserves the right to deny any return or refund that:
• Does not comply with the timelines or condition requirements outlined
• Shows signs of alteration, misuse, or mishandling
• Involves a bespoke item with no material fault or breach
Each case will be reviewed on a discretionary basis and with fairness in mind. In the spirit of transparency and quality, we aim to resolve all client concerns professionally and promptly.
7. Return Address & Contact
Do not send back artworks without prior written approval.
All approved returns will be directed to our verified studio or production partner address, which will be shared upon approval. For all return-related enquiries:
Subject: “Return Request – [Your Order Number]”