REFUND POLICY

Each product sold by Lost Frame is made to order and produced specifically for you once your order has been placed. Because every item is custom-made, we do not accept refunds, returns, or exchanges for change of mind.

Orders may only be modified or cancelled within 24 hours of purchase, provided production has not already begun. If you believe there has been an error with your order, please contact us promptly at lostframegallery@gmail.com.

In rare cases, products may sustain damage while in transit with our shipping partners. If your order arrives damaged, please email lostframegallery@gmail.com with clear photographs of:

• the damaged product
• all visible damage
• the external packaging
• the shipping label (if available)

Where significant transit damage is confirmed, Lost Frame may, at our sole discretion, offer a replacement, repair, store credit, or refund following review of the submitted evidence (“Damage Review”).

By requesting a Damage Review, you acknowledge and agree that:

1. Photos of damaged areas must be clear and submitted in .jpeg or .png format.
2. Photos must be received within 72 hours of the recorded delivery date.
3. Photos must be taken immediately upon receipt, before the item has been hung, installed, or used.
4. A Damage Review may take up to 30 business days depending on carrier investigations and production requirements.
5. Any replacement item will be subject to current production capacity, stock availability, and shipping timelines.
6. In some cases, return of the damaged item may be required before a replacement is issued.

Nothing in this policy affects any rights you may have under applicable consumer protection law.