Refund policy

Every item we sell is made to order from a photograph of your own pet. A portrait of your dog cannot be sold to anyone else, so we do not operate a general returns process. What we do instead is make it right.

YOU SEE THE ARTWORK BEFORE IT IS PRINTED
Within 2–3 business days of your order, we email you the finished artwork. You can approve it, or reply telling us what to change — the eyes, the coat, the background, where the name sits. There is no charge for changes at this stage and no limit on asking. This is the point at which almost every problem is solved, which is why it exists.
If we do not hear from you within 72 hours we print the artwork as it stands, so that your order is not left waiting in the queue.

CANCELLING AN ORDER
Because work begins promptly, an order can be cancelled for a full refund if you email support@lumorastudios.art within 30 minutes of placing it. After 30 minutes an artist has usually started and we may be unable to cancel.
If you send us a photograph we cannot produce a portrait from and no usable alternative can be provided, we will cancel your order and refund it in full.

DAMAGED, FAULTY OR WRONG ITEMS
Please inspect your order when it arrives. If it is damaged, defective, or not what you ordered, email support@lumorastudios.art with your order number and a photograph of the problem. We will send a replacement at no cost to you. In most cases we will not ask you to send the original back; where we do, we pay the return postage and will send you a prepaid label.
Please tell us within 30 days of delivery so that we can raise a claim with the carrier or the printer.

OUR SATISFACTION GUARANTEE
Separately from your legal rights, and in place of a returns policy we cannot sensibly offer on custom goods, we guarantee your satisfaction for 60 days from the date of your order. If the finished piece is not what you hoped for, email us and we will reproduce or redesign it — at no cost to you.
We read every message ourselves and review them daily, so there is no need to write twice.

WHAT WE CANNOT RETURN OR REFUND
• Custom and personalised items that have been printed, where there is no fault with them and the artwork was approved — or where the 72-hour approval window passed without a reply.
• Digital downloads, once the file has been delivered.
• Gift cards.
• Orders that could not be delivered because an incorrect address was supplied at checkout and not corrected within the 30-minute window. Where a parcel is returned to us we will contact you and arrange re-delivery; the reprint is free, the second postage is not.

EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS
The 14-day right of withdrawal for distance selling does not apply to goods made to a consumer’s specification or clearly personalised, and everything we make falls into that category.
This does not affect your statutory rights where an item is faulty, damaged, or materially different from what was described. Those rights are unaffected by anything in this policy, and our 60-day satisfaction guarantee sits on top of them rather than replacing them.

HOW REFUNDS ARE PAID
Where a refund is due it is issued to your original payment method. We will notify you once it has been processed. Refunds normally reach your account within 10 business days, though your bank or card issuer may take longer to post it. If more than 15 business days have passed since we told you a refund was approved, email support@lumorastudios.art and we will chase it.

CONTACT
Email support@lumorastudios.art with your order number. Our FAQ answers the questions we are asked most, and our Shipping Guide covers delivery times and what to do about a parcel that has not arrived.