Refund policy

Change-of-mind returns

Arbor Lumen does not accept returns or exchanges where a customer has simply changed their mind, found an alternative, or decided they no longer want the artwork.

Pre-dispatch confirmation

Before dispatch, the studio will provide photographs and/or a video of the exact finished artwork for the customer to review. This confirmation is used to verify that the artwork, composition and visible details match the agreed order. Once confirmed, the artwork is carefully packed, labelled and documented for shipment.

Damaged, faulty or incorrect items

Nothing in this policy excludes or limits rights available under the Australian Consumer Law. If an artwork arrives damaged, is faulty, is incorrect, or is significantly different from the confirmed artwork or product description, contact Arbor Lumen as soon as possible through the Contact page.

Please provide the order number and clear photographs of the outer packaging, shipping label, artwork and any damage. Keep all packaging until the matter has been reviewed. Depending on the circumstances and applicable consumer guarantees, an available remedy may include repair, replacement or refund.

Return authorisation

Please do not send an artwork back without first contacting the studio. If a return is required, return instructions and the appropriate return address will be provided after the claim has been assessed.