1. Overview
At LUMA Mai Art, every piece is created with care and intention. We want you to feel confident when purchasing original artwork, digital prints, or commissioning a bespoke piece. This Returns & Refunds Policy explains your rights and our responsibilities under UK consumer law.
2. Original Artwork (Non‑Custom)
Original artworks purchased online are eligible for returns under the 14‑day cooling‑off period.
2.1 Eligibility
You may return original artwork if:
- You purchased it online
- You notify us within 14 days of receiving the item
- The artwork is returned in its original condition and packaging
2.2 Refunds
Once the artwork is returned and inspected, a refund will be issued to your original payment method.
2.3 Return Shipping
Return shipping costs are the responsibility of the customer unless the item is faulty or damaged.
3. Digital Prints
Digital prints purchased online also qualify for the 14‑day cooling‑off period.
3.1 Eligibility
You may return prints within 14 days if they are unused, undamaged, and in their original packaging.
3.2 Refunds
Refunds are issued once the print is returned and inspected.
3.3 Return Shipping
Return shipping costs are the responsibility of the customer unless the item is faulty.
4. Commissioned Artwork (Custom‑Made)
Commissioned artwork is created specifically for you and is exempt from the 14‑day cooling‑off period under UK law.
4.1 Deposits
- A non‑refundable deposit is required to secure your commission.
- You may cancel within 48 hours of paying your deposit for a full refund.
- After 48 hours, the deposit is retained to cover design time, materials, and preparation.
4.2 Refunds for Commissions
Commissioned artwork cannot be returned unless:
- It arrives damaged
- It is not as described
- LUMA Mai Art is unable to complete the commission
If we cannot complete your commission, you will receive a full refund of all payments made.
5. Faulty or Damaged Items
If your artwork or print arrives damaged or faulty:
5.1 What to Do
Please contact us within 48 hours of delivery with:
- Your order number
- Photos of the damage
- A brief description of the issue
5.2 Resolution
We will arrange one of the following:
- A replacement (where applicable)
- A repair (for minor issues)
- A full refund
6. How to Start a Return
To begin a return, please email: enquiries@lumamaiart.co.uk
Include:
- Your name
- Order number
- Item you wish to return
- Reason for return
- Photos (if damaged)
We will provide return instructions and the correct return address.
7. Packaging for Returns
Returned items must be packaged securely to prevent damage during transit. We recommend using the original packaging where possible.
If an item is returned damaged due to insufficient packaging, we may reduce the refund amount accordingly.
8. Refund Processing Times
Refunds are typically processed within 5–10 business days after the returned item is received and inspected.
Processing times may vary depending on your payment provider.
9. Non‑Returnable Items
The following items cannot be returned:
- Commissioned artwork (unless faulty or undelivered)
- Custom-made pieces
- Gift cards
- Items damaged by the customer
- Items returned outside the 14‑day window (non‑custom)
10. Contact Information
If you have any questions about returns or refunds, please contact: Email: enquiries@lumamaiart.co.uk Website: www.lumamaiart.co.uk