Refund policy
Each product offered by the Seller is personal in nature, they are goods made to order.
The Customer acknowledges that there are exceptions to the right of withdrawal, as provided under Article 103 of Spanish Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws. By way of example, though not exhaustively, this applies to customized or personalized products.
Customized products are made to order. Therefore, product exchanges, returns based on withdrawal or cancellations will not be accepted once production has begun.
Production begins as soon as the Customer receives an email from the Seller informing them of the change in the order status indicating that creation has started.
The same rule applies to product returns: returns are not accepted, except in cases where the product is damaged upon delivery (hereinafter referred to as an “Incident”), under the conditions set out in Section 9 of our CGV and below.
Damages and issues
The Customer may refuse a package at the time of delivery if any irregularity is observed (damage, missing Product compared to the delivery slip, damaged package, broken items, etc.).
Any anomaly or damage, however minor, observed upon delivery must be noted on the carrier’s delivery slip, with as much detail as possible, and signed by the Customer.
The Customer must take photographs of the damaged packaging and item so that the Seller can file a claim with the carrier. These should include close-up images of the affected areas as well as photos of the entire item, and the Customer must retain the packaging for a period of two (2) weeks in order to preserve their right to claim.
Claims regarding the possible return of damaged items must be submitted within three (3) days from the delivery date, by sending an email to the following address: myluxuryphotomlp@gmail.com.
In this email, the Customer must provide the Seller with all relevant images and documentation necessary to file a proper claim with the carrier. To ensure a prompt resolution, please note that if damages are not reported within the initial four-day period or if sufficient evidence is not provided within the same timeframe, the claim will be considered invalid.
After verification and depending on the Customer’s preference, the Seller will either replace the order or issue a refund within fourteen (14) days following the Seller’s email response confirming acceptance of the claim related to the Incident.
Since these are custom composite products — such as a print with a custom-made mount (passe-partout) — the components will be assessed separately. The print is considered one product, and the mount is considered another. Under no circumstances will a return of the entire set be accepted due to a defect in only one of the components. The Seller will review the case and may replace or refund the defective item.
Once the facts have been verified and the Customer’s claim is deemed valid, the Seller will make every effort to compensate and satisfy the Customer by refunding or replacing the defective product as quickly as possible.
Under no circumstances will the Seller accept returns for issues related to delays or inconveniences in the delivery of goods.
In the specific case of the purchase of one or more gift cards without the purchase of a specific print:
The purchaser has a period of sixty (60) days from the date of receipt of the gift card to exercise their right of withdrawal, without having to justify their decision or incur any penalty, provided that the gift card has not been used, either in full or in part (meaning that the Seller has not received any photographs or other items (‘User Content’) required to begin the creation process).
Before this period expires, the buyer must notify the Seller in writing of their intention to exercise the right of withdrawal. This notification must be sent exclusively by email to: myluxuryphotomlp@gmail.com.
If the right of withdrawal is exercised, the gift card will be canceled and must not have been used, either wholly or partially, to make a purchase (which means that the person who received the gift card has not submitted any photo or material (“User Content”) required to initiate the creative process and that the creation of the personalized work has not yet begun). Any use, even partial, will result in the permanent loss of the right of withdrawal.
The balance of the gift card is non-refundable and cannot be exchanged for cash.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at myluxuryphotomlp@gmail.com.