Returns

Return & Refund Policy

Last updated: November 12, 2025

Art is personal, and sometimes a painting simply doesn't suit the wall once it's up. That's fine. You have 30 days from delivery to send a canvas back, for any reason.

What can be returned

Any Lumenwillow canvas can come back within 30 days of the delivery date. For a full refund it should be in the condition it arrived: undamaged, with no new holes, marks, dents or tears in the canvas or stretcher bars, and ideally in its original packaging with the corner protectors. Hanging it up to see how it looks is completely fine; the hardware it came with can stay attached.

How to return a canvas

1. Email us first at info@lumenwillow.com with your order number and the canvas you want to return. A reason is welcome but not required.
2. We reply with confirmation and the return address. Returns go to our registered company address:
   AOJ HK LIMITED
   ROOM 102 1/F THE CLOUD
   111 TUNG CHAU STREET
   YAI KOK TSUI
   KL
3. Pack it carefully, face protected and corners covered, and send it with a tracked service. Please share the tracking number with us.
4. We refund you. As soon as your return has shipped and we have the tracking details, we process your refund to the original payment method.

Please don't post a canvas back without emailing first; it helps us match the parcel to your order and refund you quickly.

Refund timing and costs

We refund the full price of the returned canvas with no restocking fee. Once we have issued the refund, your bank or card provider usually takes 5-10 business days to show it. For a change-of-mind return, the cost of sending the canvas back is yours, and the original shipping charge is not refunded.

Exchanges

If you'd like a different painting or size, the simplest route is to return the original for a refund and place a new order. Just mention it in your email and we'll help.

Arrived damaged, faulty or not what you ordered?

We pack every canvas to survive the journey, but if yours arrives with a dented corner, a torn or scuffed surface, a loose stretcher bar or a print flaw, or if we sent the wrong painting or size, email info@lumenwillow.com with a photo within 30 days of delivery. We will send a replacement or refund you in full, whichever you prefer, and you won't pay any shipping.

Lost parcels

If tracking stalls or shows delivered when nothing arrived, write to us and we'll open an investigation with the carrier and make it right.

Need a hand?

Email info@lumenwillow.com; our customer service email is available 24/7.