can I get a full refund instead of an exchange?

August 1, 2026

Thank you for shopping with Boxluma. Please read our return and exchange policy carefully before placing your order.

Eligibility for Returns & Exchanges

We only accept returns and exchanges for defective merchandise.

Non-defective items, including items you ordered by mistake, size mismatches, changed mind, or minor cosmetic scratches that do not affect functionality, are not eligible for return or exchange.

Upon verified manufacturing defects, you may choose either an exchange or a full refund.

What Counts as a Defective Item

A product is considered defective if it has:

Manufacturing flaws
Broken frames, damaged LED modules, missing accessories
Printing errors, incorrect artwork
Visible shipping damage discovered upon delivery

Minor surface scratches that do not impact normal usage will not be treated as defects.

Custom Products Disclaimer

Custom printed posters, custom-sized frames, cut-to-length aluminum extrusions and made-to-order display systems are non-refundable and non-exchangeable unless confirmed to have manufacturing defects.

Timeframe to Submit a Claim

All return or exchange requests must be submitted within 14 calendar days after delivery.

You must provide clear photos or videos showing the defect when contacting our support team. Claims submitted after this period will not be accepted.

Shipping Costs

If the item is confirmed defective: We cover return shipping cost and the shipping cost for replacement goods.
If the inspection confirms no product defect: All return and reshipment shipping fees will be the buyer’s responsibility.

Return Process

Contact our support team via email to start a return/exchange request.
Provide your order number and visual evidence of the defect.
Wait for our confirmation and return shipping instructions.
Do not ship items back without prior approval; unauthorized returns will be rejected.

Refund Timeline

Once we receive and inspect the returned defective goods, refunds will be processed within 5–10 business days to your original payment method. Processing times depend on your payment provider.