Refund Policy
Every Luxor Starr order is custom produced for the client who commissions it. This policy explains when refunds may be considered, how damaged-order concerns are handled, and how to contact us before opening a payment dispute.
Every order begins with your selections.
Luxor Starr wall art, wallpaper, murals, framed pieces, specialty formats, and professional projects are created according to the size, finish, material, presentation, and project details selected by each client.
Clear expectations before purchase
Our policy protects the custom-production process while preserving fair remedies for verified payment errors, fulfillment failures, or products received damaged.
Made for Each Client
Every order is produced according to client-selected specifications and is not drawn from standard returnable inventory.
Generally Non-Refundable
Orders generally become non-refundable once production begins because materials, labor, and fulfillment are committed specifically to that order.
Report Within 48 Hours
Visible damage or manufacturing concerns must be reported promptly with photographs of the product and packaging.
Contact Us First
Our team will review documented concerns and work in good faith toward an appropriate resolution.
All Luxor Starr Orders Are Custom Orders
Every Luxor Starr product is produced specifically for the client who places the order. This includes wall art, fine-art prints, framed artwork, canvas, acrylic, metal and other specialty formats, wallpaper, murals, limited editions, bespoke commissions, Trade orders, hospitality projects, commercial installations, and licensing-related deliverables.
Products may be created according to client-selected dimensions, materials, finishes, framing, presentation, color direction, installation requirements, or project specifications. For this reason, Luxor Starr does not maintain standard returnable inventory for completed orders.
Non-Refundable Orders
Because every Luxor Starr order is custom-made specifically for the client, orders generally become final, non-returnable, and non-refundable once production begins, except where Luxor Starr approves another remedy or where required by applicable law.
Production may begin shortly after payment is authorized or after required project specifications and approvals are received.
Please review carefully before ordering: Confirm dimensions, orientation, colors, materials, framing, quantities, delivery address, and other selected options before submitting payment.
Limited Refund Eligibility
A refund may be considered only in limited circumstances, including:
- A verified duplicate payment.
- A charge processed by Luxor Starr in error.
- An order cancelled before production begins and before any non-recoverable costs are incurred.
- An order Luxor Starr or its production partner is unable to fulfill.
- A refund required under applicable law.
- A verified damaged or defective order for which Luxor Starr determines that refunding is the appropriate remedy.
Submitting a request does not guarantee approval. Each request is reviewed according to the order status, production stage, supporting documentation, and applicable legal obligations.
Damaged or Defective Orders
If an order arrives damaged or appears to have a manufacturing defect, notify Luxor Starr within 48 hours of confirmed delivery. Prompt reporting allows Luxor Starr, the production partner, carrier, or insurer to investigate while delivery records and packaging evidence remain available.
Please retain the artwork and all original packaging until the review is complete. Submit:
- Your full name and order number.
- Clear photographs of the entire product.
- Close-up photographs showing the damage or defect.
- Photographs of the exterior shipping carton or container.
- Photographs of labels, corners, internal packaging, and protective materials.
- A concise description of the issue and when it was discovered.
After review, Luxor Starr may approve repair, replacement components, reproduction, replacement, a partial refund, a full refund, or another reasonable remedy. The appropriate resolution depends on the product, damage, documentation, production feasibility, and shipping circumstances.
Do not discard packaging: The original packaging may be required for inspection, carrier review, insurance, or claim verification.
Order Changes & Cancellations
Contact Luxor Starr immediately if you need to request a change or cancellation. Because production may begin quickly, Luxor Starr cannot guarantee that a request can be accommodated.
If production has not begun, Luxor Starr may approve a change or cancellation. Any approved refund may be reduced by non-recoverable transaction fees, design fees, administrative costs, or other expenses already incurred, where permitted by law and disclosed to the client.
Once production begins, the order generally cannot be cancelled or refunded except where Luxor Starr approves another remedy or applicable law requires otherwise.
Incorrect Customer Information
Clients are responsible for providing accurate contact, billing, delivery, measurement, specification, and project information.
Luxor Starr is not responsible for production errors, delivery failures, re-routing fees, replacement costs, or losses caused by incorrect information supplied or approved by the client. We will make reasonable efforts to correct information when notified before production or shipment, but changes cannot be guaranteed.
Trade, Hospitality, Commercial & Bespoke Projects
Trade, hospitality, commercial, art-licensing, custom mural, wallpaper, and bespoke projects may also be governed by a quotation, invoice, statement of work, project agreement, licensing agreement, purchase order, or other written terms.
Where project-specific written terms exist, those terms will control payment schedules, deposits, approvals, cancellations, refunds, revisions, production, and remedies to the extent they differ from this general Refund Policy.
Processing an Approved Refund
Approved refunds are normally returned to the original payment method used for the purchase. Luxor Starr will submit an approved refund as promptly as reasonably possible after the decision is finalized.
The time required for funds to appear depends on the payment provider, bank, card issuer, currency, and country. Luxor Starr cannot control posting delays after a refund has been submitted. Currency-conversion differences, international transaction fees, or charges assessed by a third party may not be recoverable from Luxor Starr.
Chargebacks & Payment Disputes
If you believe a payment was made in error or there is a problem with your order, contact Luxor Starr before opening a chargeback or payment dispute.
Direct contact often allows us to review photographs, production records, delivery information, and payment details more quickly than a formal bank process. Luxor Starr will respond in good faith and seek an appropriate resolution consistent with this policy and applicable law.
Opening a chargeback does not change the custom-made nature of an order or automatically create a right to a refund.
Contact Us
For refund questions, order concerns, or damage reporting, contact:
Luxor Starr
Email: support@luxorstarr.com
Telephone: (240) 222-5595
Correspondence Address: 8170 Lark Brown Road, Suite 203, Elkridge, MD 21075
Include your order number and relevant documentation, but never send a complete card number, security code, or account password by email.
Policy Updates
Luxor Starr may update this Refund Policy from time to time to reflect changes in business practices, production partners, technology, legal requirements, or client services. The most current version will always be published on this page together with its effective or revision date.
Review before ordering
These pages explain the ordering, production, delivery, and client-support terms connected with your Luxor Starr purchase.
We’re Here to Help.
Contact Luxor Starr promptly with your order number and supporting information. Our team will review your concern thoughtfully and respond as quickly as reasonably possible.