Refund policy

At Luxe Frame Art, every product is made to order and carefully inspected before dispatch. If your order arrives damaged, defective or incorrect, please contact us within 30 days of delivery.

Our 30-Day Guarantee

You may request assistance within 30 days of delivery if your item:

  • Arrives damaged

  • Contains a manufacturing defect

  • Is incorrectly produced

  • Is different from what you ordered

Once the issue has been verified, we will offer an appropriate solution, which may include a free replacement, repair, or full or partial refund.

This 30-day reporting period does not limit your statutory consumer rights.

How to Make a Claim

Email info@luxeframeart.co.uk within 30 days of delivery and provide:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs showing the damage or defect

  • A photograph of the shipping or barcode label

  • Photographs of the packaging if the item was damaged during delivery

Keep the item and all original packaging until we have reviewed your claim. Do not return anything before receiving return instructions from us.

Return Postage

If an item is confirmed to be damaged, defective or incorrect and we require it to be returned, Luxe Frame Art will cover or reimburse reasonable standard return-postage costs.

For any non-faulty return permitted under applicable statutory cancellation rights, the customer is responsible for the return-postage cost.

Returns sent without authorisation may not be accepted.

Made-to-Order Products

Our prints and framed artwork are produced after an order is placed. Personalised or custom-made products cannot normally be returned because the customer:

  • Changed their mind

  • Selected the wrong artwork

  • Selected the wrong size or frame colour

  • No longer wants the product

Where applicable consumer law provides a cancellation or return right for a non-personalised product, Luxe Frame Art will honour that right.

Items Not Eligible for a Refund or Replacement

Unless required by applicable consumer law, we cannot provide a refund or replacement when:

  • The customer ordered the wrong artwork, size or frame colour

  • The item was damaged after delivery through misuse, incorrect handling or improper installation

  • The item was altered or repaired without our approval

  • The issue results from normal printing, colour, material or production variations

  • Sufficient evidence of the reported problem is not provided

Colours may appear slightly different depending on individual screen settings. Reasonable colour variations are not normally considered defects.

Approved Refunds

Approved refunds will be returned to the original payment method. Processing times may vary depending on your bank or payment provider.

Original standard delivery charges and reasonable return costs will be refunded where required by applicable law or when an item is confirmed to be damaged, defective or incorrect.

Exchanges

We do not offer direct exchanges. If an approved replacement is required because an item is damaged, defective or incorrect, we will arrange it as part of your claim.

Contact Us

For return or refund assistance, contact:

Luxe Frame Art
info@luxeframeart.co.uk

Nothing in this policy excludes or restricts your statutory consumer rights.