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Atelier Lumin Returns Policy

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

14-day returns

If you change your mind, you have 14 days from receiving your order to tell us you’d like to return it. Once your return is approved, you have a further 14 days to send it back.

You’re welcome to open your order to see your artwork. Returned items must be undamaged and unused, and sent back in their original packaging. Returns are free: we cover the cost of return postage.

Damaged, faulty or incorrect items

If your artwork arrives damaged, faulty or incorrect, please let us know within 7 days of delivery at hello@atelierlumin.art, so we can arrange a replacement or refund quickly. Please include:

  • Your order number
  • Clear photos of the damaged item
  • Clear photos of the packaging
  • A brief description of the issue

Once we’ve reviewed it, we’ll arrange a replacement, full refund or credit note as quickly as possible.

How to start a return

  1. Email hello@atelierlumin.art with your order number, the reason for your return and any relevant photos.
  2. We’ll reply with a prepaid return label and next steps.
  3. Once we’ve received and checked the item, we’ll process your refund, replacement or exchange.

Refunds

Approved refunds are returned to your original payment method. They can take up to 10 business days to appear, depending on your bank or payment provider.

Items we can’t accept for return

  • Gift cards
  • Personalised or customised items, unless faulty, damaged or incorrect
  • Items that have been used, damaged after delivery, or returned without their original packaging

Your statutory rights

This policy doesn’t affect your statutory rights. Under the Consumer Contracts Regulations 2013 you can cancel an online order within 14 days of receiving it, and under the Consumer Rights Act 2015 you’re entitled to a refund, repair or replacement if an item is faulty, not as described or not of satisfactory quality.

Questions?

If you have any questions about a return, refund or damaged item, email hello@atelierlumin.art or visit our contact page. We’re always happy to help.

You may also find our shipping policy, FAQ and size guide useful.