Refund & Return Policy

Last updated: May 2026

Every Luxanium print is made to order in our studio and goes through quality checks before it ships. If something arrives damaged or defective, we'll make it right. Here's how.

Curated artwork (Limited Editions & pre-designed prints)

We don't accept returns or exchanges based on change of mind. But if your print arrives damaged, defective, or you receive the wrong item, you must contact us within 48 hours of delivery to start a claim.

An exchange will be offered on the same product for defective items.

Custom photo prints

Custom prints are made specifically for you, so we can't accept returns. Our promise still stands: if your print arrives damaged, defective, or doesn't match the preview because of something on our side, contact us within 48 hours of delivery.

Change of mind

Because every Luxanium print is made to order - not pulled from a shelf - we don't accept change-of-mind returns on any order, curated or custom. We'd rather be upfront about this than ship a print and chase a return later.

How to raise a claim

To process your claim quickly, please share all of the following:

  • Unboxing video (mandatory) - record in one continuous shot, starting before you open the outer packaging, clearly showing the shipping label and the product condition as you unwrap it
  • 3–4 clear photos of the damage or defect, including one of the outer packaging
  • Photo of the shipping label / AWB on the outer box
  • Your order number and a brief description of the issue

Send everything to orders@luxanium.in in a single email thread.

Claims raised without the unboxing video cannot be processed. This is the only way we can verify if damage happened in transit (courier-side) vs. after delivery.

What we cover

After verifying your claim, we will offer one of the following based on the case:

  • Replacement of the same product
  • Refund (only if replacement isn't possible)
  • If the exchange is confirmed, the customer must ship the original product back, with the tracking ID shared on the same email thread.
  • Refunds are processed to the original payment method within 7–10 business days after approval. Replacements ship within 5–7 business days of claim approval.

What we don't cover

We want to be upfront about what's outside our coverage:

  • Change of mind after delivery
  • Photos that turned out soft because of low-resolution uploads (our team flags this before printing, but final sharpness depends on your source file)
  • Colours that look slightly different on a phone screen vs. on the wall (screens render differently from printed metal)
  • Damage caused after delivery (mounting accidents, cleaning scratches, etc.)
  • Customised or personalised products (including custom metal prints), unless they arrive damaged or defective with the mandatory unboxing video
  • Made-to-order designs created specifically for you

Minor issues not eligible for return/refund

  • Some minor cosmetic issues fall outside refund coverage:
  • Very small bends or scratches not visible from the front
  • Minor edge bends that can be corrected safely at home
  • Small natural variations from printing and finishing

In these cases, we may offer a partial refund, discount, or store credit as a goodwill gesture - case by case.

Colour variation disclaimer

Colours may look slightly different due to screen brightness, display settings, and printing differences between substrates. Minor colour variation is not considered a defect.

Order Cancellation

Because every Luxanium print is made to order, the cancellation window is short.

  • Orders can be cancelled within 2 hours of placing them
  • After 2 hours, cancellations are not accepted - production starts immediately to honour our 3-5 day dispatch promise

To cancel:

Email orders@luxanium.in with the subject line: "Cancel Order #[your order number]"

If your request reaches us within the 2-hour window, we'll cancel the order and refund you in full within 7-10 business days to your original payment method.

How to reach us

We're here Monday to Saturday, 10 AM – 7 PM IST.

Email: orders@luxanium.in
WhatsApp: +91 95587 76667
General queries: hello@luxanium.in