1. Our Satisfaction Guarantee
At LuminaCanvas, every painting is handcrafted to order with care and precision. We are committed to delivering artwork that meets your expectations. Our preview and revision process ensures you are fully satisfied before your painting ships — and if something goes wrong in transit, we will make it right.
2. Preview & Approval Process
Before shipping, we send you a digital preview of your completed painting for approval.
- You may request free revisions at this stage to ensure the final result matches your expectations.
- Your painting will not ship until you provide explicit approval.
- If we do not receive a response within 48 hours of sending the preview, the painting will be deemed approved and will proceed to shipping.
- Once approved, the order is considered finalized.
This process is the cornerstone of our quality assurance — it allows us to resolve any concerns before your painting leaves our studio.
3. Order Cancellation
- Orders may be canceled at any time before you approve the preview, for a full refund.
- Once you approve the preview and the painting has been shipped, cancellation is no longer available — please refer to our return policy below.
4. Returns
Due to the custom, made-to-order nature of our products, we do not accept returns for change of mind or personal preference.
Rolled Canvas (unframed)
Rolled canvas orders may be returned under the following conditions:
- The item arrived damaged, defective, or significantly different from the approved preview.
- You contact us within 30 days of delivery.
- The canvas must be in its original rolled tube packaging — do not use cardboard boxes.
- Please contact us before shipping and provide the tracking number once sent.
Framed & Stretched Canvas
Framed & Stretched Canvas orders are not eligible for return due to the high risk of damage during return transit and the inability to restore them to original condition.
Return Shipping
- Quality issues (damage, defects, wrong item): We will cover the return shipping costs. Please contact us before shipping and we will provide instructions.
- Non-quality issues: Return shipping costs are the responsibility of the buyer.
- We recommend using your local postal service (e.g., USPS, Royal Mail, Canada Post, Australia Post) for the most affordable rates and smoother customs processing.
- We will cover the import duties/taxes for returned items entering China.
5. Refunds & Replacements
Quality Issues (damage, defects, wrong item)
If your order arrives damaged, defective, or is not what you ordered, please contact us within 30 days of delivery with clear photos of the issue. We will work with you to arrange a replacement or full refund.
This applies when:
- The item arrived damaged during shipping.
- The wrong item was delivered.
- The final product significantly differs from the approved preview.
After a Valid Return
Once we receive your returned painting (rolled canvas only) and confirm it is in acceptable condition, we will issue a full refund to your original payment method, or send a replacement if you prefer.
6. Non-Refundable Situations
We do not offer refunds or returns in the following cases:
- Minor handmade variations — subtle differences in brush strokes, texture, or slight color variations are inherent to hand-painted artwork and are not considered defects.
- Shipping delays caused by carriers or customs clearance.
- Incorrect shipping information provided by the customer.
- Change of mind or personal preference after the preview has been approved.
7. Refund Processing Time
Approved refunds will be processed within 5–10 business days to your original payment method. Actual timing may vary depending on your bank or payment provider.
8. Contact Us
For any return or refund inquiries, please reach out to us at: [email protected]
We value every customer relationship and are here to help resolve any concerns promptly.