Refund Policy

Last updated: February 2026

Because every LuminArt Glass piece is a custom, made-to-order artwork, we are unable to accept returns for change of mind. However, we are committed to ensuring you are happy with your order through our quality guarantee process.

1. Cancellation

You may cancel your order for a full refund if:

  • Before production — you request cancellation before production has started

Once production has begun, cancellations are not possible due to the bespoke nature of the work. Each piece requires significant time, materials, and artisan labour.

2. Damaged or Defective Items

We pack every piece with extreme care. However, if your artwork arrives damaged or defective:

  1. Contact us within 48 hours of delivery at contact@luminglass.art
  2. Provide clear photos of the damage, including the packaging
  3. We will assess the damage and offer a free replacement or full refund, depending on the circumstances

Please keep the original packaging until the claim has been resolved, as it may be needed for the shipping insurance process.

3. LED Base Issues

If your LED light base arrives non-functional or develops a fault within 30 days of delivery, we will send a replacement base at no additional cost. Contact us with a description of the issue and we will arrange a replacement promptly.

4. Refund Processing

Approved refunds are processed back to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.

5. Contact

For refund enquiries, please email contact@luminglass.art with your order number and details of your request.