Refund policy
Returns, refunds & cancellations
Effective for orders placed on or after September 10, 2026. For earlier orders, the terms provided when you purchased continue to apply.
Custom magnets and personalized frames
Custom photo magnets and frames personalized with names, dates, photographs, or other customer-specific details are final sale for change-of-mind returns and exchanges. This includes the custom magnet portion of a frame-and-magnet set. Damage, defects, and incorrect items are handled separately below.
Non-personalized frames
You may request a return of a non-personalized frame within 14 days of delivery. The frame must be unused, undamaged, and in resaleable condition, with its included components and secure protective packaging. Choosing a standard frame size alone does not make a frame personalized.
Email support@atelierelunora.com with your order number and the item you wish to return. We will provide return instructions and the correct return address. Please contact us before sending an item back.
For change-of-mind returns, you pay return shipping. Original shipping charges are not refundable except where required by law. We do not charge a restocking fee.
Frame-and-magnet sets
If your frame is not personalized, you may request a frame-only return within 14 days of delivery, provided it is unused, undamaged, and securely packaged. You may keep the custom magnets, which remain final sale for change-of-mind returns.
To arrange a frame-only return, email support@atelierelunora.com with your order number before shipping anything back. These requests are reviewed manually because Shopify’s self-service return system may display the full set rather than the eligible frame portion. Any automated refund estimate is subject to review under this policy.
The refundable frame portion, before any additional discounts, is:
- 12 × 16 inches: $129 USD
- 16 × 20 inches: $149 USD
- 18 × 24 inches: $169 USD
- 24 × 30 inches: $219 USD
Any discount applied to the set is allocated proportionally between the frame and magnets. The refund cannot exceed the amount paid for the frame portion. Applicable tax will be adjusted with the refund.
You are responsible for return shipping on change-of-mind returns. Original shipping charges are non-refundable except where required by law. No restocking fee applies.
If the frame or its printed interior is personalized with names, dates, photographs, or other customer-specific details, that portion is also final sale for change-of-mind returns.
These restrictions do not affect remedies for damaged, defective, or incorrect items, or any rights provided by applicable consumer law.
Damaged, defective, or incorrect items
Please inspect your order on arrival. If an item is damaged, defective, or different from what you ordered, email us promptly with your order number, a description of the problem, and photographs of the item and packaging where possible. We will arrange an appropriate replacement or refund and cover any required return shipping for a confirmed defect or our error. The change-of-mind exclusions do not prevent you from reporting a problem with a custom item.
Order cancellations and changes
To cancel or change a custom product order, email us as soon as possible. We accept cancellations for a full refund before design or production work has begun. Once that work begins, change-of-mind cancellations and personalization changes cannot be guaranteed. For non-personalized frames, contact us before shipment to request cancellation; once shipped, the return policy above applies.
Refunds
After receiving and inspecting an eligible return, we will notify you of the outcome and refund the eligible amount to your original payment method. Your bank or payment provider may take additional time to post the refund.
Wedding and event services
This product return policy does not set cancellation or rescheduling terms for live wedding and event services. Please refer to the event agreement and booking terms provided for your reservation, or contact us for assistance.
Your consumer rights
Nothing in this policy limits rights or remedies that cannot be excluded under applicable consumer law. Where mandatory local rules provide additional cancellation, return, or refund rights, those rules apply.