Returns and refunds

Our 30-day return window

• Standard frames can be returned within 30 days of delivery for a full refund of the item price.
• Frames must be returned in their original packaging, with all parts and accessories, and without damage beyond normal inspection.
• Change of mind: you pay the return shipping. Original shipping charges are not refunded.
• Defective or damaged on arrival: we cover return shipping and send a replacement or a full refund. See also the warranty.

What can't be returned

• Custom, personalized and made-to-order frames, unless they arrive defective.
• The Send Us Your Piece mounting service once work has started, because it is carried out on your own piece.
• Frames damaged after delivery through misuse or accidents.

How to return a frame

1. Contact us with your order number and the reason for the return.
2. We reply with the return address and instructions. Please don't send returns without contacting us first.
3. Pack the frame carefully in its original box and ship it with tracking.
4. We inspect the frame and issue your refund to the original payment method, usually within 5 business days of receiving it. Your bank may take a few more days to show it.

International returns

Returns from outside the United States follow the same rules. Import duties and taxes you paid on delivery are not refundable by us; you may be able to reclaim them from your customs authority.

Questions

Read the shipping policy or the FAQ, or email hello@lumi-frame.com. We reply within 1 business day.