Refund policy
Return and Refund Policy
At Luminuna, every piece of wall art is meticulously made to order specifically for you. Because each item is custom-printed and handcrafted upon purchase, we maintain the following policy regarding returns, refunds, and replacements:
Returns & Exchanges
Due to the made-to-order nature of our collection, we do not accept returns or exchanges for buyer’s remorse, change of mind, or incorrect size selection. We encourage you to review your order details and size charts carefully before finalizing your purchase.
Wrong or Damaged Items
We take great pride in our craftsmanship, but we understand that accidents can happen during transit or production. If your order arrives damaged or you receive an incorrect product, we are committed to making it right.
To file a claim for a damaged or incorrect item:
- Contact us within 7 days of the delivery date.
- Email us at support@luminuna.com with the following information:
- Your Order Number.
- A short description of the issue.
- High-quality photos and/or video showing the damaged area of the product AND the shipping packaging.
Resolutions
Once we receive your photos/video and verify the issue, we will work as quickly as possible to provide a resolution. We will respond to you within 3 business days. In most cases involving damage or production errors, we will arrange for a replacement to be shipped to you at no additional cost, or a refund if a replacement isn’t possible.
Lost in Transit
Estimated delivery dates are based on average transit times. Weather or carrier backlogs can occasionally cause delays, and tracking updates sometimes lag by a day or two.
If your order is past its estimated delivery date and tracking hasn’t updated for 5 business days, please check with the carrier first. Their contact details are on your tracking page. If tracking shows a failed delivery attempt, contact the carrier to arrange redelivery.
If the carrier can’t locate your package, email us at support@luminuna.com with your order number and any reference details the carrier gave you. Please contact us within 21 days of your estimated delivery date. Once we confirm the shipment is lost, we’ll send a free replacement or issue a refund.
Orders that tracking shows as delivered, and orders sent to an incorrect address entered at checkout, are not eligible for a replacement or refund (see Address Accuracy below).
Address Accuracy
Please ensure your shipping address is correct at checkout. We are unable to offer replacements or refunds for items delivered to an incorrect address provided by the customer or for items marked as "undeliverable" and returned to the facility.