Refund policy

Lu & Bee is confident you will love your artwork and we are committed to providing exceptional customer service. Below is a summary of our returns policy.

Returns will only be considered if you contact us within 14 business days of the order being received. No product delivered to you which is in accordance with your order will be accepted for return without the prior written approval from us. Requests for returns sent after 14 days of receiving the item may not be considered for a return or refund.

Unless the product is a direct result of a Lu & Bee error, a restocking fee of 15% of the purchase price, excluding shipping and handling, will be applied. This fee will be deducted from the total refund or credit. The restocking fee ensures that each returned product undergoes a thorough inspection process and is restored to a saleable condition.

To initiate a return, please contact Lu & Bee at contact@luandbee.com.au.

Products returned to us without prior written approval may at our absolute discretion not be accepted and will be returned to you or stored at your expense.

In the event that you claim the product delivered is faulty, not in accordance with your order or does not agree with the description or quantity of the goods invoiced, you must advise us within 14 business days of the order being received. If such a claim is proven, we may rectify any fault or refund you at our absolute discretion. In the event that we require the goods to be returned, we will advise the method of return at our expense.

 

Any refund will be paid by the same payment method used for the original order within 5 business days of the item being returned and refund being agreed.

Returns process

If you believe that there is a problem with your order that requires the goods to be returned, please contact us at contact@luandbee.com.au.

If it is agreed that the goods need to be returned, we request that your return item(s) is in saleable condition with original packaging, if possible, together with a copy of the invoice and any correspondence from Lu & Bee detailing the reason for the return.

If the return is due to the product delivered being faulty, not in accordance with our order or not matching the description or quantity of the goods invoiced, we will pay for the return postage. If the return is due to be the part being incorrectly ordered or change of mind you will be required to return it to us at your expense.

Making a claim

Please inspect your purchase as soon as reasonably possible after delivery and contact Lu & Bee immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and resolve the matter. Please note that some artworks are resales and frames may include signs of use. We encourage you to closely inspect the photos of the item and read the description prior to purchasing to ensure you are happy with your purchase.

The buyer must notify us within two business days of delivery of any alleged defect, shortage in quantity, damage or failure to comply with description or sample. The buyer must allow us an opportunity to inspect the product within a reasonable time after delivery and before the buyer makes any use of the product. If the buyer fails to comply with these provisions, the product will be deemed to be in accordance with the agreement between the buyer and Lu & Bee and free from any defect or damage which would be apparent on a reasonable examination of the product and the buyer will be deemed to have accepted the product.

Cancellation

Once an order for a product has been accepted it can only be cancelled in Lu & Bee's absolute discretion and subject to such terms as we shall impose.

 

Exceptions / Non-Refundable Items

Certain types of items cannot be returned, such as custom products, commissions, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.