Simple summary
- 30-day window from carrier “Delivered” scan (or your confirmed receipt, whichever is earlier). If tracking is under carrier review for a mis-scan, the clock is paused during the investigation (up to 10 days).
- Remake first for defects/damage; refund if we can’t make it right.
- Satisfaction guaranteed — we’ll troubleshoot, offer one tuned remake, and refund if you’re still unhappy.
- No returns required.
What’s covered
- Defects or damage in transit or production.
- Our mistakes (wrong photo, wrong order details).
- Satisfaction concerns — we’ll first tune exposure/contrast and offer one remake; if that doesn’t solve it, we’ll refund.
Material defects (remake): cracks, warps, severe banding visible at arm’s length, wrong image/text.
What isn’t covered
- Stolen after delivery (carrier shows Delivered).
- Shipping delays (we offer free shipping; delays aren’t refundable).
- Customer-supplied file issues. Minimum recommended file size is 1000 px on the shortest side; accepted formats: JPG/PNG (we’ll convert HEIC if needed). Please provide the original full-size file, with well-lit, not backlit subjects and decent contrast. We review printability within 1 business day and may email for your approval if results are borderline. We’ll remake once with a better file; if no replacement is provided, refunds aren’t available for image-quality limitations.
- Normal handmade tolerances of 3D-printed lithophanes and wooden stands (e.g., tiny layer lines or micro-marks under ~1 mm, slight tone variance not visible at arm’s length).
Note: Lithophanes glow and will look different in various lighting and angles versus an on-screen preview. Reasonable variance isn’t a defect.
How to request a remake or refund (30 days)
- Order number
- Photos of the issue: close-ups + full piece, plus one evaluation photo with the lithophane lit from behind (backlit lamp or phone flashlight behind the panel)
- Short description, and whether the problem is the lithophane or the wooden stand
- Your preferred remedy (remake or refund)
We reply within 1–2 business days. If approved, we’ll ship a remake. If a remake still isn’t right or isn’t feasible, we’ll refund to your original payment method.
No need to return the original item. If we approve a claim near the 30-day mark, we’ll accept requested follow-up photos or files received within 7 extra days.
Lost, late, or stolen packages
- Lost in transit (not delivered): we’ll replace once tracking shows no movement or after a short carrier window (typically ~7–10 days after the last scan/expected delivery).
- Marked Delivered but not received: please notify the carrier and us within 48 hours. Steps: check with neighbors/household; photograph the delivery area; contact the carrier and open a loss/theft report. We’ll assist with order documentation and one carrier contact. If unrecovered, we can offer a discounted reprint (30% off). For repeat issues, we can add signature on delivery at your request/cost.
- Delivery delays: not refundable.
Cancellations & order changes
Cancellations or changes are accepted until production begins, defined as the moment your job is placed in our print queue. You can also cancel within 2 hours of ordering if the status isn’t visible yet. After production begins, cancellations aren’t guaranteed; because materials/time may already be consumed, we’ll typically proceed with a remake rather than a refund.
Refund processing
- Refunds are issued via Shopify to the original payment method.
- We absorb processor fees.
- Banks typically show funds back in 5–10 business days.
Holiday extension
Orders placed Nov 1 – Dec 31 have an extended claim window through Jan 31 (policy terms above still apply).
Contact
Lightframe
lightframepics@gmail.com
Governing law: Ohio, USA