Refund policy

Last updated: October 23, 2026

Personalized products

Every Lume Portraits product is created specifically for the customer from an uploaded photograph. Because custom products cannot be resold, custom orders are non-returnable and non-refundable once the first artwork proof has been delivered, except where a refund is required by applicable law or expressly stated below.

Cancellations

You may request cancellation only before we deliver the first artwork proof. Send the request promptly to info@lume-portraits.com with your order number. Once the first proof has been delivered, the order cannot be cancelled or refunded.

Proofs and revisions

We send an artwork proof for review before production. You may approve it or request changes, and we do not limit the number of reasonable revision rounds. Please review names, spelling, layout, portrait details, and other customization carefully. Production begins immediately after approval. An approved proof cannot be changed, cancelled, returned, or refunded for preference-based reasons.

Damaged, defective, incorrect, or lost orders

If your order arrives damaged, defective, or materially different from the approved proof, contact us within 7 days after delivery. Include your order number and clear photographs showing the issue and packaging. For a shipment that appears lost, contact us after the estimated delivery period or when tracking indicates a delivery problem.

After reviewing the claim, we will provide a replacement at no charge when the claim is eligible. If we cannot provide a replacement, we will provide any refund or other remedy required by applicable law. Normal differences caused by screen display, photograph quality, or the artistic interpretation shown in an approved proof are not defects.

Shipping delays and non-delivery

If we cannot ship within the time promised, we will notify you and provide a revised date. Where required by law, you may agree to the delay or cancel for a full refund. If we cannot fulfill or ship your order, we will issue the legally required refund. This rule applies even though personalized orders are otherwise non-refundable.

Contact

Email info@lume-portraits.com with your order number and the reason for your request.