Refund & Return Policy
Effective date: October 12, 2026
At PhotoLuxe, we want you to be happy with your metal posters. This policy explains how to request a return, replacement, or refund. It does not limit your rights under applicable consumer protection laws.
1. Standard Catalogue Posters
You may request a change-of-mind return for a non-personalised catalogue poster within 14 calendar days after delivery. Once you notify us, please send the item back within a further 14 calendar days.
Please return the poster unmounted, undamaged, and in its original condition, with all included accessories. You may inspect the item as you would in a shop. Where permitted by law, we may reduce a refund for loss in value caused by handling beyond what is necessary to inspect it.
Use the original protective packaging where possible, or suitable alternative packaging, to prevent damage during transit. Include your order number or other proof of purchase.
Contact us before returning an item so we can provide the correct return address. This process does not restrict any statutory cancellation rights.
2. Custom & Personalised Posters
Posters created using your uploaded photographs, custom artwork, personal messages, or other individual specifications are not eligible for change-of-mind returns once production has started, except where required by law.
This restriction does not affect your rights if the item arrives damaged, is defective, or does not match your order.
If you need to cancel a custom order, contact us immediately. We will check whether production has started and confirm whether cancellation is possible.
3. Damaged, Defective or Incorrect Orders
Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact us as soon as possible—ideally within 48 hours—so we can investigate promptly.
Please provide:
- Your order number or proof of purchase;
- A brief description of the issue; and
- Clear photographs of the poster, packaging, and shipping label, where available.
The 48-hour period is a request for prompt reporting, not a deadline that removes your statutory rights. Missing packaging or photographs does not automatically invalidate a claim.
We will assess the issue and arrange a replacement, repair, or refund as appropriate under applicable law. For confirmed defects, incorrect items, or damage for which we are responsible, PhotoLuxe will cover reasonable, necessary return or replacement shipping costs.
4. How to Request a Return
Email [email protected] with the subject:
Return Request – Order [Your Order Number]
Include the reason for your request and any relevant photographs. We will provide the next steps and correct return destination.
Please do not send your return to the dispatch address or a business address without checking the return instructions first.
5. Return Shipping
For eligible change-of-mind returns, you are responsible for return shipping costs, except where applicable law requires otherwise.
We recommend using a tracked service and packaging your poster securely. Please retain your postage receipt.
Original delivery charges will be refunded where required by law. For qualifying statutory cancellations, this includes the standard delivery charge; any extra amount paid for an upgraded delivery service may not be refundable.
6. Refunds
We will assess your return and inform you of the outcome promptly.
Approved refunds will be issued to your original payment method within 10 business days, or sooner where required by law. An internal approval process will not extend any mandatory refund deadline.
For statutory cancellations, refunds will be processed within the applicable legal timeframe. Where permitted, we may wait until we receive the returned item or evidence that you have sent it back, whichever occurs first.
Your bank or payment provider may take additional time to display the refund. If you have not received it within 15 business days of our refund confirmation, please contact us.
7. Exchanges
If you would like a different design or size, contact us to check whether an exchange is available.
We may ask you to return an eligible poster and place a new order. Custom and personalised posters cannot normally be exchanged because of a change of mind.
8. Return Exclusions
Our voluntary change-of-mind return policy does not cover:
- Custom or personalised posters once production has started;
- Posters that have been mounted, altered, or damaged through use after delivery; or
- Gift cards, except where required by law.
These exclusions do not remove statutory rights relating to defective, damaged, or incorrectly supplied products. Sale and discounted products remain covered by applicable consumer rights.
9. Contact Us
Photoluxe Legacy Enterprise
Trading as PhotoLuxe
Email: [email protected]
Website: https://photo-luxe.com/
For return instructions, order support, or refund enquiries, please contact us by email.
