1. Full Refund Before Crafting
We offer a full refund on your bespoke pet portrait at any point before you approve the digital design.
Once you confirm and approve the digital draft, the physical handcrafting and sculpting process will start officially. Since each artwork is 100% custom-made exclusively for your pet, we are unable to provide refunds after this stage.
2. Custom Product Returns
Our 3D mineral relief portraits and 2D hand-painted portraits are highly personalized and handcrafted works. For this reason, we do not accept unconditional returns.
Your satisfaction is our top priority. If you are unsatisfied with the final product, please contact our support team, and we will try our best to reach a satisfactory solution for you.
3. Damaged, Lost or Incorrect Deliveries
If your order is lost during transit, arrives damaged, or you receive the wrong item/size, please notify us within 48 hours after delivery.
Please provide clear photographic evidence of the problem. We will prioritize producing and shipping a replacement to you free of charge.
4. Digital Proof & Revision Rules
After the initial digital design is completed, we do not support changing the original reference photo or selected style.
We provide 3 free rounds of minor revisions for digital drafts. A revision fee of $10 will be charged for each additional round of adjustments after the free quota is used up.
5. Order Cancellation Policy
You can cancel your order and get a 100% full refund within 24 hours after placing the order.
Cancellation requests submitted after 24 hours will be reviewed by our team. If our artists have started creating the digital draft, a $10 artist service fee will be deducted from your refund.
6. Photo & Custom Request Reminders
High-quality photos create excellent pet portraits. Please refer to our photo guidelines and submit high-resolution, well-lit images.
Blurry or low-definition photos will limit our artists’ ability to restore details, expressions and sculptural textures. We support minor adjustments such as red-eye removal and eye color modification, but we cannot guarantee natural effects for forced structural changes (e.g. changing a closed mouth to a smiling look).
7. Packaging & Protection
All custom portraits are packed with professional shockproof and protective materials to avoid damage during long-distance transportation.
8. Customs & Import Fees Notice
Our product prices do not include any customs duties, import taxes or clearance fees.
All relevant fees incurred during import shall be borne by the recipient (buyer) in accordance with local customs regulations.
Contact Information
If you have questions about our refund and return rules, please get in touch:
- Email: support@luminipet.com
- Phone: +852 53784054 (Hong Kong)
Company Address:
Unit 06, 23/F, Block A2,
Hoover Industrial Building,
26-38 Kwai Cheong Road,
Kwai Chung, New Territories,
Hong Kong