Refund policy

LUNARTI

Return & Refund Policy

Last Updated: April 2026

At Lunarti, every artwork is built by hand — facet by facet, over 60 to 100+ hours. We take returns seriously because they represent a real cost to the studio and to the care behind each piece. Our policy is designed to be transparent, fair, and protective of both the artwork and the customer.

 

1. THE "GRACE PERIOD" — CANCELLATION WITHIN 24 HOURS

You may cancel your standard order for a 100% full refund within 24 hours of placement, provided a shipping label has not yet been generated.

•       How to cancel: Email hello@lunarti.com immediately with your order number. We will confirm cancellation and process your full refund to the original payment method.

•       After 24 hours or once a shipping label is generated: The order enters the dispatch process and cannot be cancelled. If you wish to return the artwork after delivery, see Section 3.

 

2. FINAL SALE ITEMS — NOT ELIGIBLE FOR RETURN

The following are strictly Final Sale and cannot be returned or refunded:

•       Bespoke Commissions: Any artwork created from a client-provided image (e.g., portraits) or to custom specifications. Since these pieces are created uniquely for you and cannot be resold, all sales are final once the 24-hour grace period expires.

•       Archive Re-Issues: Designs recreated specifically at your request from our archive.

 

Note on Custom Art: By commissioning a bespoke piece, you acknowledge that the final artwork is an artistic interpretation of your source image. Subjective dissatisfaction with the artistic style or likeness is not grounds for a return or refund.

 

3. RETURNS FOR IN-STOCK ARTWORK

For standard "In-Stock" collection pieces, we accept returns within 14 days of delivery.

 

Eligibility Requirements

All of the following must be met for a return to be authorized:

•       You must initiate the return request via email within 14 days of the confirmed delivery date.

•       The artwork must be in pristine, original condition — no missing facets, scratches, odors, or frame damage.

•       The artwork must be returned in its original custom protective packaging. We cannot accept returns packed in standard cardboard boxes — the artwork will be damaged in transit.

•       Lunarti reserves the right to refuse returns that do not meet these eligibility requirements.

 

4. REFUND DEDUCTIONS — WHAT WILL BE DEDUCTED FROM YOUR REFUND

Our prices are all-inclusive: they cover the artwork, outbound DHL Express shipping, full transit insurance, and all US import duties (DDP). These costs are real, paid at the time of dispatch, and cannot be recovered once incurred. If you return an artwork, the following will be deducted from your refund:

 

 

 

 

Refund Options

Option A — Cash Refund to Original Payment Method

•       Outbound shipping, insurance & DDP duties deducted.

•       15% restocking fee deducted.

•       Return shipping label cost deducted.

•       Refund sent to the original payment method only.

 

Option B — Store Credit (Zero Restocking Fee)

•       The 15% restocking fee is fully waived. You pay only the outbound costs and return shipping.

•       Store credit is issued as a digital gift card code, valid for 1 year from the date of issue.

 

Illustrative Example

For a $2,000 artwork, with outbound costs of approximately $175 and return shipping of $150:

•       Cash Refund: $2,000 − $175 (outbound) − $300 (15% restocking) − $150 (return shipping) = $1,375

•       Store Credit: $2,000 − $175 (outbound) − $150 (return shipping) = $1,675

Outbound costs vary by order and are confirmed at the time of return authorization.

 

5. HANDCRAFTED NATURE VS. DEFECTS

Lunarti artworks are created by hand using thousands of individual diamond-cut resin facets. A hand-laid mosaic will naturally exhibit slight irregularities.

•       The Human Touch: Minor variations in the alignment, spacing, or angle of individual facets are intentional marks of the making process, not defects.

•       Dye Lots: Slight shifts in color shade between different production batches of resin are normal and are not considered defects.

•       Defects: A "Defect" is defined strictly as broken hardware, large patches of missing facets, or damage sustained in transit.

•       Returns based on the inherent handmade texture of the mosaic are subject to standard return deductions as set out in Section 4.

 

6. HOW TO INITIATE A RETURN

1.     Email us: Contact hello@lunarti.com with your order number and reason for return.

2.     Photo verification: You must attach a clear photo or video of the artwork showing it is in pristine condition before packing. Returns will not be authorized without this proof.

3.     Return label: We will send you the prepaid DHL Express return label and packing instructions.

4.     Ship within 5 business days: Once the return is approved, the artwork must be handed over to DHL within 5 business days. Failure to ship within this window may result in cancellation of the return authorization.

 

All refunds and store credits are processed only after the artwork has been received and inspected at our studio. All amounts are processed in USD.

 

7. GIFT RETURNS

If you received the item as a gift, any refund or store credit will be issued to the original purchaser to prevent fraud.

 

8. TRANSIT DAMAGE — OUR RESPONSIBILITY

Damaged in transit: If your artwork arrives damaged, email us immediately — within 48 hours of confirmed delivery — with photographs of both the exterior box and the artwork. We will arrange a full replacement or refund at no cost to you, covered by our shipping insurance.

Important: Failure to report damage within 48 hours of delivery may affect our ability to file an insurance claim and secure a replacement or refund.

Damaged by customer on return: If a returned item arrives at our studio damaged due to insufficient packing on your part, no refund will be issued, and the item will be considered unsellable.