Return and Refund Policy

Return and Refund Policy

Change-of-Mind Returns

LoveMyAurora does not accept returns, exchanges or refunds due to change of mind, personal preference or other reasons unrelated to a product defect.

This includes, but is not limited to:

  • No longer liking the artwork;
  • The artwork not matching your home décor or personal expectations;
  • Selecting the wrong size, design, colour or quantity;
  • Failing to measure the intended display space before ordering;
  • Finding the product at a lower price elsewhere;
  • Deciding that the product is no longer required;
  • Differences caused by personal taste, expectations or viewing conditions.

Please carefully review all product descriptions, dimensions, images and order details before completing your purchase.

Printed Glow Artwork

Our products are glow-in-the-dark and fluorescent artworks printed on art canvas.

The appearance of colours, fluorescent details and glow effects may vary depending on:

  • Screen and device settings;
  • Room lighting;
  • The type, strength and distance of ultraviolet or black light;
  • Viewing angle;
  • Camera and photography settings;
  • The brightness of the surrounding environment;
  • The amount of light absorbed by the artwork.

Minor differences in colour, canvas texture, brightness or glow effect that do not significantly differ from the product description are not considered product defects.

Photographs and videos shown on our website may have been taken under controlled or specially arranged lighting conditions. Actual results may vary depending on the customer’s lighting equipment and display environment.

Damaged, Defective or Incorrect Items

Please inspect the artwork and outer packaging as soon as your order is delivered.

Contact us promptly if:

  • The artwork arrives damaged;
  • The product has a clear manufacturing or printing defect;
  • You receive the wrong artwork, size or item;
  • The product is significantly different from its description.

Please email info@lovemyaurora.com and include:

  • Your order number;
  • A description of the issue;
  • Clear photographs of the entire artwork;
  • Close-up photographs of the damage or defect;
  • Photographs of the outer packaging and shipping label;
  • An unboxing video, if available.

Please keep the product, all original packaging, protective materials and shipping labels until the issue has been assessed.

After reviewing the information provided, we will contact the customer and take further action based on the circumstances.

Notification and Processing Time

If the product arrives damaged, has a clear manufacturing or printing defect, or an incorrect item is delivered, please contact us as soon as possible and preferably within 7 days of delivery.

We generally respond and carry out an initial assessment within 3 to 5 business days after receiving all required information.

If we ask you to return the product, you must follow the return instructions provided and, where possible, send the product within 14 days of receiving those instructions.

Products returned without first contacting us and receiving return instructions may not be accepted.

Return Shipping Costs

Where a product is confirmed to have arrived damaged, defective, incorrectly supplied or significantly different from its description, LoveMyAurora will cover reasonable return shipping costs.

Customers must contact us and receive return instructions before sending any product back.

If we specify a return method or delivery provider, the customer must follow the instructions provided.

If the customer pays the return shipping cost with our prior approval, a valid receipt must be kept. Once the product issue has been confirmed, we will process the reasonable return shipping cost.

If the product is inspected and found not to be defective, or the issue was caused by misuse, accidental damage, improper installation, incorrect storage or another reason unrelated to the product’s manufacture or delivery, the customer will be responsible for all return and redelivery costs.

Accidental Damage and Misuse

If the product is damaged after delivery due to the actions of the customer, recipient or another person, we will generally not provide a free replacement or refund.

This includes:

  • Dropping, crushing, scratching or impacting the artwork;
  • Cutting or damaging the artwork while opening the parcel;
  • Improper hanging or installation;
  • Using unsuitable hooks, adhesives or mounting materials;
  • Drilling, cutting, painting, repairing or modifying the artwork;
  • Exposure to water, rain, excessive humidity or chemicals;
  • Prolonged exposure to strong sunlight, heat or unsuitable environments;
  • Damage caused by children, pets or third parties;
  • Damage during moving, storage or customer-arranged transportation;
  • Failure to follow care, handling or installation instructions;
  • Normal wear and tear.

If an inspection confirms that the damage was caused by incorrect handling, installation, storage, care or modification, we may refuse a free replacement or refund.

Custom and Personalised Artwork

Custom, personalised and made-to-order artwork cannot be returned, exchanged or refunded due to:

  • Change of mind;
  • Personal preference;
  • Selecting the wrong size, colour or design;
  • Incorrect spelling, wording, photographs or other information supplied by the customer;
  • The artwork no longer being required.

Customers are responsible for carefully checking and confirming all customisation details before production begins.

Once production has started, custom or personalised orders generally cannot be changed or cancelled.

Please contact us if a custom product:

  • Arrives damaged;
  • Has a manufacturing or printing defect;
  • Is incorrectly produced;
  • Is significantly different from the confirmed order details.

After reviewing the information provided, we will contact the customer and take further action based on the circumstances.

Refunds and Replacements

If a refund or replacement is approved, we will contact the customer to confirm the arrangement.

Approved refunds will be issued to the original payment method used for the purchase.

We generally submit approved refunds within 10 business days after receiving and inspecting the returned product.

Your bank, credit card provider or payment service may require additional time to process and display the refund.

Where a replacement is approved, we will arrange for the replacement artwork to be produced or dispatched within a reasonable period.

The estimated production, processing and delivery time will be provided to the customer after the replacement has been confirmed.

Where the replacement is required because the original product arrived damaged, defective, incorrect or significantly different from its description, LoveMyAurora will cover the reasonable delivery cost of the replacement.

With the customer’s agreement, we may also provide store credit or a voucher instead of a refund or replacement.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.

Contact Us

For questions about damaged, defective or incorrect products, returns, replacements or refunds, please contact:

LoveMyAurora
Email: info@lovemyaurora.com