Atelier Lumin Returns Policy

We want you to love your artwork as much as we do. If something is not quite right, we’re here to help.

Statistics indicate that 67% of shoppers check the returns page before making a purchase, highlighting the importance of a clear and transparent returns policy.

When considering returns, it's important to understand both your legal rights and the store's return policy. Many stores have their own store's return policy, and most retailers do not have a legal obligation to accept returns for non-faulty items purchased in-store, but many offer a goodwill returns policy allowing exchanges or refunds within a specified timeframe. Retailers are not legally required to accept "change of mind" returns for in-store purchases unless they have a published return policy. If a retailer has a published returns policy, they are legally required to adhere to it, and consumers can expect to return items according to the terms outlined in that policy. Statutory rights must not be overridden by a company's returns policy, ensuring consumer rights for faulty or misdescribed goods.

Under statutory cancellation rights, you have the legal right to cancel certain purchases within 14 days of receipt, which is separate from any cancellation rights offered by the store. For example, if you receive a print that is faulty or not as described, you are entitled to a refund under your statutory rights. Most sellers are aware of their obligations regarding faulty items, so you should stand firm if your rights are not upheld. The value of the item, the money you paid, and the cost of returning goods can all impact the returns and refund process.

Introduction to Returns

When purchasing fine art prints, canvas art, or framed artwork—whether online or in-store—it’s important to be aware of your legal rights as a consumer. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are designed to protect you, ensuring that you have clear statutory rights when it comes to returning goods. These laws outline your entitlements if you receive faulty goods, as well as your options for returning non-faulty items. Understanding your consumer rights helps you make informed decisions and ensures that you are treated fairly throughout the returns process. Whether you’re dealing with a faulty item or simply changed your mind, knowing the difference between your legal rights for faulty and non-faulty goods is essential for a smooth and confident shopping experience.

14-Day Return Window and Statutory Rights

For eligible items, you have 14 days from receiving your order to tell us you’d like to return it. The legal minimum return window for online orders is often 14 days to notify us and another 14 days to send it back.

Once your return has been approved, you then have a further 14 days to send the item back to us.

To start a return, please contact us at hello@atelierlumin.art with your order number and reason for return. Most retailers require that you return items unused, in their original packaging, and with all tags attached for returns.

Returned items must be unused, undamaged and in their original condition and packaging. Return shipping costs are the responsibility of the customer unless the item is faulty, damaged or incorrectly supplied. Free return shipping is a significant factor driving purchase intent among consumers. For large items, additional costs or special procedures may apply for returns. A returns label, such as a pre paid returns label, may be provided to facilitate the return process, especially for eligible returns.

For faulty, damaged or incorrect items, please contact us as soon as possible so we can help arrange a suitable solution.

Refunds must typically be processed within 14 days of the retailer receiving the returned goods. Under the Consumer Contracts Regulations, consumers have the right to cancel an online order within 14 days of receiving the goods and must return the items within a further 14 days to receive a full refund. Standard delivery charges are typically refunded, but if you selected an expensive delivery option, only the cost of standard delivery may be refunded.

Damaged, Faulty or Not of Satisfactory Quality Items

If your artwork arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery at hello@atelierlumin.art.

Under the Consumer Rights Act 2015, consumers have the right to return faulty goods and receive a refund, repair, or replacement depending on when the fault is identified. If you receive a faulty item, you have the right to return it for a full refund within 30 days of receipt, regardless of our returns policy. If a consumer returns a faulty item within 30 days of receiving it, they are entitled to a full refund regardless of the retailer's return policy. After the initial 30 days, if a fault is found within the first six months, we must provide a repair or replacement, and only if that fails can you request a refund. If you purchase goods that are not as described, unfit for purpose, or of unsatisfactory quality, you are entitled to a refund, repair, or replacement under the Consumer Rights Act. In some cases, a credit note may be offered instead of a cash refund, particularly for non-faulty items.

Please include:

• Your order number

• Clear photos of the damaged item

• Clear photos of the packaging

• A brief description of the issue

Once reviewed, we’ll arrange a suitable solution as quickly as possible, such as a replacement, full refund, or credit note, so you can confidently choose from our framed landscape wall art again.

Personalised or Custom Items

Personalised or customised items may not be eligible for return unless they arrive faulty, damaged or incorrectly supplied. Specific items may also be excluded from our standard returns policy for hygiene or practical reasons, including personalised or custom goods, perishable goods, and unsealed media such as sealed audio.

Items sealed for health or hygiene reasons cannot be returned once opened, and this also applies to certain subscription contracts. If you are unsure whether your order qualifies as personalised or customised, please contact us before placing your order and we’ll be happy to advise on options such as our framed abstract wall art.

Digital Content

With the rise of digital art and downloadable products, including contemporary black and white wall art, the Consumer Rights Act 2015 introduced specific protections for digital content. This includes digital downloads, computer software, and any digital artwork supplied on a tangible medium or via download. Under the law, digital content must be of satisfactory quality, as described, and fit for its intended purpose, and your personal data is also protected under our Privacy Policy. If your digital content is faulty or not as described, you are entitled to remedies under your consumer rights, such as a repair, replacement, or in some cases, a full or partial refund. These rights apply for up to six years from the date of purchase, covering updates and modifications as well. It’s worth noting that the rules for digital content differ slightly from those for physical goods, so always check the details of your purchase and the store’s return policy for digital items.

How to Start a Return

1. Email hello@atelierlumin.art with your order number, reason for return and any relevant photos, including if you’re returning artwork purchased directly from our online gallery.

2. We’ll reply with the return address and next steps. When returning goods, you typically need to provide proof of purchase, which can include a receipt, a gift receipt, a bank statement, or a credit card statement; keeping these details also helps when revisiting our fine art print size guide for future orders.

3. Once the seller receives and inspects the returned item, we’ll process your refund, replacement, exchange or store credit where applicable.

Automatic Right to Cancel

If you’ve bought an item online, over the phone, or by mail order, you benefit from statutory rights under the Consumer Contracts Regulations. These regulations give you an automatic right to cancel your order within a 14-day period, starting from the day you receive your goods. This right applies to most items bought online, allowing you to change your mind and cancel your purchase without needing to provide a reason. After notifying the retailer of your decision to cancel, you have a further 14 days to return the goods. This statutory cancellation right ensures that you can shop with confidence, knowing you have the flexibility to return unwanted goods purchased online or by mail order.

Refunds

Approved refunds will be processed by returning your money to your original payment method.

Refunds can take up to 10 business days to appear, depending on your bank or payment provider, after which you’re welcome to explore new pieces such as our mountain wall art collection.

Product Support

Even after you’ve accepted your artwork, your consumer rights don’t end there. If you discover a fault after purchase, you may be entitled to a repair or replacement. Under the Consumer Rights Act, if a customer returns an item within six months of purchase, the retailer is generally required to repair or replace the faulty item—unless they can prove the fault was not present at the time of sale. If a fault appears after six months, you may still be entitled to a remedy, but you may need to provide evidence that the item was faulty when you bought it, even for seasonal pieces like our autumn wall art. This ensures that customers are protected and can expect their purchases to meet the high standards of quality and craftsmanship promised at the time of sale, particularly for meticulously made pieces such as our abstract wall art prints.

Items We Cannot Accept for Return

We cannot accept returns for:

• Gift cards

• Digital items

• Personalised or customised items, unless faulty, damaged or incorrectly supplied

• Items that have been used, damaged after delivery, or returned without original packaging

If you return an item that is not faulty, many retailers will only offer an exchange or credit note, as they are not legally required to accept returns for non-faulty goods unless stated in their returns policy. For items purchased in-store, retailers are not legally required to accept returns for non-faulty items, but many offer a goodwill returns policy that typically allows returns within a specified timeframe, often around 30 days. Items purchased in the wrong size may not be eligible for return unless covered by our returns policy. Purchases from a private seller may not be covered by the same returns policy as purchases from a business.

Questions?

If you have any questions about a return, refund, replacement or damaged item, please contact us at hello@atelierlumin.art

We're always happy to help.

Conclusion

Understanding your statutory rights and the store’s return policy is key to a smooth returns experience, whether you’re dealing with faulty goods or simply returning an item that isn’t quite right. Always check the time limits for returns, keep your receipt or other evidence of purchase, and be aware of your consumer rights under the law. If you have questions or need further information about your rights, organisations like Citizens Advice and your local Trading Standards office can provide guidance and support. By staying informed, you can shop with confidence and ensure that your experience with Atelier Lumin—and any other retailer—is fair, transparent, and hassle-free.

Explore More from Atelier Lumin

Learn more about our shipping policy, browse our canvas prints, or visit our fine art print size guide to choose the right format for your space.