We want you to love your new artwork! Please read our policy regarding returns, refunds, and cancellations carefully before making a purchase.
1. Custom Commissions and Digital Products
Commissions: Due to the highly personalized nature of custom artwork, all commissions are non-refundable once work has commenced.
Digital Downloads: All sales for digital products, educational downloads, or digital art assets are final and non-refundable.
2. Physical Prints and Original Art
Damaged Items: If your artwork or print arrives damaged or bent during transit, please contact us within 7 days of delivery at hi@luwenasaimon.com with clear photos of the damaged artwork and the packaging. We will arrange a replacement or a refund.
Change of Mind: If you wish to return an undamaged physical print, you must notify us within 7 days of receiving it. The item must be returned in its original, pristine packaging. Return shipping costs are the responsibility of the customer. Once we receive and inspect the item, a refund for the product price (excluding original shipping) will be issued. Original paintings are generally exempt from change-of-mind returns.
3. Order Cancellations
If you need to cancel a standard shop order for a physical product, please contact us immediately. Once an order has been packaged and shipped, it can no longer be cancelled.
4. Contact Us
For any issues with your order, please reach out to us at shop@luwenasaimon.com with your order number.