Return & Refund Policy

Last updated: May 27, 2026

LOLUIS sells two product types — physical prints and digital downloads — and the return rules differ for each. This page explains both, plus how to cancel an order. For shipping logistics, see our Shipping Policy.

At a glance

  • Physical prints: 30-day return window from delivery, original packaging required, return shipping at customer cost (unless we made the error).
  • Digital downloads: all sales final. Replacement or refund only when the file is corrupted, the wrong file was delivered, or there is an unresolvable technical issue.
  • Cancellation: within 2 hours of placing the order. After that, production has begun for physical prints.

Definitions

  • “LOLUIS” (also “we,” “us,” “our”) refers to the operator of www.loluis.com.
  • “Goods” means the items offered for sale on the Service, including physical prints and digital downloads.
  • “Order” means a request by you to purchase Goods from us.
  • “You” means the individual or entity placing the Order.

Physical prints

Return eligibility

For a physical print to be eligible for return:

  • It must have been delivered within the last 30 days.
  • It must be in its original packaging, unused, and undamaged.
  • You must have the order number or original receipt.

Not eligible for return

  • Items requested for return more than 30 days after delivery.
  • Items missing original packaging or damaged by the customer.
  • Items returned without prior contact with our support team.

We reserve the right to refuse returns of any merchandise that does not meet the above conditions, at our sole discretion.

How to start a physical return

  1. Email [email protected] before shipping anything back. Include your order number and the reason for return.
  2. We will confirm eligibility and provide the return mailing address.
  3. Ship via an insured and trackable mail service. You bear the cost and risk of return shipping unless the return is due to our error.

If you ship a return without contacting us first, we cannot issue a refund.

Return address

LOLUIS — Returns
4416 E Yellowstone Place
Chandler, AZ 85249
United States

We cannot be held responsible for goods damaged or lost in return shipment. We recommend an insured and trackable service. We are unable to issue a refund without actual receipt of the goods or proof of return delivery.

Refund timing for physical returns

Once we receive and inspect the returned item, we will issue the refund within 14 days to the original payment method. Original shipping fees are non-refundable unless the return is due to our error.

Digital downloads (printable files)

All digital sales are final

Because digital files are delivered by email after order and cannot be “returned” or “unsold,” all sales of digital downloads are final once the file has been emailed to you.

Replacement or refund available if

  • The delivered file is corrupted and cannot be opened in standard PDF or image viewers.
  • The wrong file was sent (does not match what you ordered).
  • A technical error prevents successful delivery and our support team cannot resolve it.

To request a replacement or refund, email [email protected] within 30 days of order with your order number and a brief description (or screenshot) of the issue.

License-related disputes

The personal-use license terms in our Shipping Policy are part of the product. Refunds will not be issued because you would prefer different license terms.

Order cancellation

You may cancel any order within 2 hours of placing it by emailing [email protected] with your order number.

After 2 hours:

  • Physical prints: production has begun and cancellation is not possible. The item can be returned per the physical-return policy above once delivered.
  • Digital files: if the file has not yet been emailed, we will cancel and refund. If the file has been emailed, the digital-final-sale rule applies.

We will reimburse approved cancellations within 14 days via the same payment method you used.

Wrong, defective, or damaged items

If your physical print arrives wrong, defective, or damaged, email [email protected] within 30 days of the ship date with your order number and a clear photo of the issue. We will replace the order at no charge or refund in full — your choice. See the “Lost or damaged in transit” section of our Shipping Policy for the full process.

Need help?

  • Email: [email protected]
  • Contact form: loluis.com/contact-us
  • Phone: (917) 979-2777
  • Hours: Mon–Sat, 9 AM – 5 PM Arizona Time (MST, no DST)
  • Return mailing address: LOLUIS — Returns, 4416 E Yellowstone Place, Chandler, AZ 85249, USA

Related: Shipping Policy · Payment Policy · FAQs