Last updated · May 2026
Every commission begins with a digital proof that you review and approve. At any time before you approve your proof and we send your portrait to print, your order is fully refundable.
You can cancel it yourself — no need to email us. Open your order from the link in your confirmation email (or sign in and go to your orders), then click “Cancel this commission.” We’ll refund the full amount to your original payment method automatically; refunds typically take 5–10 business days to land on your statement.
You’ll have free revisions on the proof until it’s right. There’s no pressure to approve and no expiration on the revision window.
Once you approve your proof and we send the portrait to print, the order is no longer eligible for a cash refund. Custom-printed commissions can’t be resold, and the print + framing costs are incurred at that point.
If your printed portrait arrives with a defect — printing error, frame damage in transit, colour issues from our side — we’ll reprint and reship a replacement at no cost to you. Email us within 14 days of delivery with a photo of the issue and we’ll handle the rest.
We’re a small studio and we want every customer to love their portrait. If anything’s unclear or you have a situation that doesn’t fit neatly into the above, email hello@lumengesso.com and we’ll sort it out.