Return Refund Policy

At Luxodaly, every print is created with intention, craftsmanship, and respect for the art of printmaking. Because each piece is carefully produced and inspected before shipment, we take pride in delivering artwork that meets high standards of quality and presentation. At the same time, we understand that situations may arise where a return or refund is necessary. This Return & Refund Policy explains our terms clearly and transparently to ensure a fair and smooth experience for all customers.

1. General Policy Overview

Most Luxodaly prints are made to order. Due to the custom and artistic nature of our products, returns are accepted only under specific circumstances outlined below.

We encourage customers to carefully review product descriptions, dimensions, and design details before placing an order. If you have questions prior to purchasing, please contact us at wholesale@luxodaly.com, and we will gladly assist you.

2. Eligibility for Returns

You may request a return or replacement under the following conditions:

The item arrived damaged during transit.
You received the wrong item.
The item has a verified manufacturing defect.
The product significantly differs from the original order confirmation.

To qualify for a return, you must contact us within 7 days of delivery. Requests made after this period may not be eligible for review.

All returned items must:

Be in their original condition.
Be unused and unaltered.
Be returned in original packaging when possible.

Luxodaly reserves the right to deny returns that do not meet these criteria.

3. Non-Returnable Items

The following items are generally non-refundable and non-returnable:

Custom or personalized prints.
Limited edition or commissioned artwork.
Wholesale or bulk orders (unless damaged or defective).
Items returned without prior approval.
Items damaged due to improper handling after delivery.

Because many of our prints are produced specifically for each customer, we cannot accept returns based on personal preference, change of mind, or minor color variations caused by monitor display differences.

4. Damaged or Defective Items

If your order arrives damaged, please notify us within 48 hours of delivery. Your email should include:

Your full name and order number.
Clear photographs of the outer packaging.
Clear photographs of the damaged item.
A brief description of the issue.

After reviewing the documentation, we will determine the appropriate resolution, which may include:

A replacement print at no additional cost.
A partial refund (if applicable).
A full refund (if replacement is not available).

Failure to provide photographic evidence may delay or prevent approval of your claim.

5. Return Authorization Process

Before returning any item, you must contact us at wholesale@luxodaly.com to request return authorization.

If your return request is approved:

We will provide return instructions.
You must ship the item within the timeframe specified in our approval email.
You are responsible for obtaining tracking information for the return shipment.

Unauthorized returns may not be accepted or refunded.

Return shipping costs are generally the responsibility of the customer unless the return is due to our error (wrong item shipped) or confirmed production defect.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

Refunds will be issued to the original payment method.
Processing time typically ranges from 5–10 business days, depending on your financial institution.
Shipping fees are non-refundable unless the return is due to our error.

If the returned item does not meet our policy standards, we may refuse the refund and return the item to you at your expense.

7. Order Cancellations

Orders may be canceled within 12 hours of purchase, provided production has not yet begun.

Because many of our prints are made to order, once production starts, cancellations may not be possible. If you need to request a cancellation, please contact us immediately at wholesale@luxodaly.com with your order number.

If cancellation is approved before production, a full refund will be issued.

8. Exchanges

We do not offer direct exchanges. If you would like a different design or size, please request a return (if eligible) and place a new order separately.

For damaged or defective items, we may provide a replacement without requiring a new purchase.

9. Lost Packages

If your package is marked as delivered but cannot be located, please first contact the shipping carrier directly.

If a package is officially confirmed lost in transit by the carrier, we will investigate the claim and determine the appropriate resolution, which may include replacement or refund. Luxodaly is not responsible for packages lost due to incorrect shipping addresses provided by the customer.

10. Wholesale Orders

Wholesale and bulk orders are generally considered final sale. However, if items arrive damaged or defective, please notify us within 48 hours of delivery with detailed documentation.

Special return conditions for wholesale clients may be outlined in separate written agreements.

For wholesale inquiries or support, please contact wholesale@luxodaly.com.

11. International Orders

For international purchases, customers are responsible for any customs duties, import taxes, or related fees. These charges are non-refundable.

If a package is refused due to unpaid customs fees, the customer may be responsible for return shipping costs and associated carrier fees.

12. Policy Updates

Luxodaly reserves the right to modify this Return & Refund Policy at any time without prior notice. Updates will apply to orders placed after the revised policy is published.

13. Contact Information

If you have questions about returns, refunds, cancellations, or damaged items, please contact our support team:

Email: wholesale@luxodaly.com

We value your trust and support. Our goal is to ensure that every Luxodaly print brings lasting artistic enjoyment. If any issue arises, we are committed to working with you in a fair, respectful, and transparent manner.