Refund policy
All items are custom-made using your personal photos and details; therefore, custom orders are final sale.
Please carefully review your uploaded image and personalization details before completing your purchase. Customers are responsible for selecting, cropping, and approving their photos and custom text prior to checkout.
For best results, we recommend submitting high-resolution images. Low-resolution files may affect the final print quality. Please note that slight variations in color, brightness, or tone may occur due to differences in screen displays and printing processes.
Damaged or Incorrect Orders
We stand behind the quality of our products.
If your order arrives damaged, defective, or incorrect, please contact us within 5 days of delivery at:
Support@casaluzstudio.com
Include your order number, a description of the issue, and clear photos of the product and packaging. Once reviewed, we will provide a replacement if appropriate. If a replacement is not possible, store credit may be issued.
In some cases, we may request that damaged items be returned or properly disposed of before issuing a replacement.
Order Changes & Cancellations
Because custom items enter production quickly, cancellations or modifications are not guaranteed.
If you need to request a change or cancellation, please contact us as soon as possible. Once production has started, orders cannot be canceled or refunded.
Shipping Responsibility
Casa Luz Studio is not responsible for shipping delays, lost packages, or incorrect addresses entered at checkout.
If a package is returned due to an incorrect or incomplete address, additional reshipping fees may apply.
We are committed to providing high-quality custom keepsakes. If you have any concerns about your order, please contact us and we will do our best to assist you. Contact us at Support@casaluzstudio.com.