Last Updated: 2026/2/1

This Privacy Policy describes how we collect, use, and protect your personal information when you visit or make a purchase from our website.

1. Information We Collect

We may collect:

● Name

● Email address

● Billing and shipping address

● Phone number

● Payment details (processed securely by Shopify Payments or PayPal)

● IP address

● Device and browser information

● Cookies and analytics data

2. How We Use Your Information

We use your information to:

● Process and fulfill orders

● Ship artworks and accessories

● Provide customer service

● Prevent fraud and chargebacks

● Improve website functionality

● Send marketing communications (with consent)

● Comply with legal obligations

3. GDPR Compliance

Under the General Data Protection Regulation (GDPR), EU and UK residents have the right to:

● Access personal data

● Request correction

● Request deletion

● Withdraw consent

● Lodge complaints with data protection authorities

4. California Privacy Rights

Under the California Consumer Privacy Act (CCPA), California residents may:

● Request disclosure of collected data

● Request deletion

● Opt-out of data sale

We do not sell personal information.

5. Cookies

We use cookies, Meta Pixel, TikTok Pixel, Google Analytics, and Shopify analytics tools.
Users may manage cookies through browser settings or our cookie banner.

6. International Transfers

As a company serving global customers, data may be processed in multiple jurisdictions with appropriate safeguards.

7. Data Security

We implement commercially reasonable security measures to protect personal data.

TERMS & CONDITIONS

Terms and Conditions

By accessing this website, you agree to these terms.

1. Handmade Artwork Disclaimer

All paintings are individually handmade. Variations in brush strokes, texture, color saturation, and minor imperfections are natural characteristics of handmade art and are not considered defects.

For plaster-piece artworks, due to the limited surface area and the nature of hand painting, paint may extend slightly toward or touch the edges of the plaster base. Minor contact of paint along the edges is unavoidable and is considered a natural result of the artistic process rather than a defect.

2. Color & Display Disclaimer

Due to lighting conditions, digital rendering limitations, material characteristics, and individual screen settings, the final handmade artwork may vary slightly from the preview images, mockups, sketches, or digital renderings shared during the design communication process.

Such variations are natural characteristics of handmade and custom-created artwork and do not constitute defects.

3. Product Materials & Included Items

Our artworks are created on the following materials:

Plaster Pieces
Custom portrait artworks created on plaster pieces are designed to be used as decorative hanging ornaments or tabletop display pieces.

Each plaster-piece order includes:

● Three (3) replacement leather connectors (used to attach the plaster piece to the hanging rope and help reduce friction between the plaster and metal components)

● One (1) matching hanging rope

Due to the fragile nature of plaster material, included accessories are intended to help protect the artwork during display.

Wooden Panel Artworks
Wooden panel artworks are designed for indoor decorative wall display.

Each wooden panel order includes:

● One (1) complete frame

● One (1) small tabletop decorative artwork

All included items are as described above. No additional accessories are included unless explicitly stated in the product listing.

4. Order Accuracy & Custom Design Approval

Customers are responsible for providing accurate shipping information at the time of purchase. We are not responsible for delays or losses resulting from incorrect address details provided by the customer.

For custom artworks, customers will receive a preview image, mockup, or design draft for confirmation prior to production.

Production will commence only after explicit customer approval.

Once approval is given, the design is considered final. Due to the handmade nature of the artwork and the immediate commencement of artistic work, no further modifications, cancellations, or refunds based on design preference changes will be accepted.

Approval of the preview constitutes full confirmation of the artwork design.

5. Risk of Loss

All orders are shipped via international courier services with tracking.

We are responsible for ensuring that the artwork is securely packaged and handed over to the shipping carrier in good condition.

Once the package has been dispatched and tracking information has been provided, delivery times and transit handling are under the responsibility of the carrier.

We are not liable for delays, loss, or damage caused by the shipping carrier, customs clearance processes, or circumstances beyond our control.

In the event of transit damage, customers must notify us within 48 hours of delivery and provide photographic evidence of both the product and packaging in order for us to assist with claims.

6. Shipping Delays

We are not responsible for delays caused by:

● Shipping carriers or courier services

● Customs clearance pro

● cedures

● Local postal services

● Weather conditions

● Government actions or regulatory inspections

● Global events or international disruptions

● Force majeure events beyond our reasonable control

7. Customs & Import Taxes

International customers are responsible for any customs duties, VAT, or import taxes.

8. Intellectual Property

All artwork designs, product images, branding, and website content are the exclusive intellectual property of Lucent Aeterna.

Prohibited uses include:

● Reproduction

● Commercial resale

● Digital reproduction

● NFT minting

● AI training usage

● Unauthorized distribution

Legal action may be taken against infringement.

9. Limitation of Liability

We are not liable for indirect, incidental, or consequential damages arising from product use or website access.

10. Governing Law

These Terms shall be governed by and interpreted in accordance with the applicable laws of the seller’s place of business.

REFUND & DAMAGE POLICY

All artworks are custom-made based on individual customer requests and are considered personalized goods.

Due to the handmade and customized nature of our products, we do not accept returns, exchanges, or full refunds once production has begun.

1. Design Preview Stage

Before production begins, customers will receive a custom preview image, mockup, or design draft for review and confirmation.
This stage constitutes a personalized design service.

2. If Customer Rejects the Preview

If the customer decides not to proceed after receiving the preview design (before final approval and before production begins):

● A 30% non-refundable design service fee will be deducted to cover artistic labor, consultation, and design preparation.

● The remaining 70% of the order amount will be refunded to the original payment method.

The 30% design service fee becomes non-refundable once the preview has been delivered.

3. After Design Approval

Once the customer has approved the preview design:

● The design is considered final.

● Production begins immediately.

● No cancellations, modifications, or refunds will be accepted.

Approval of the preview constitutes full confirmation of the custom artwork.

4. Non-Refundable Circumstances

Refunds will not be provided for:

● Change of mind

● Personal preference dissatisfaction after approval

● Minor variations inherent to handmade art

● Color differences due to screen settings

● Slight artistic variations from preview renderings

● Incorrect shipping address provided by the customer

5. Damaged Items During Transit

All orders are shipped via international courier services with tracking. We ensure that each artwork is securely packaged and handed over to the shipping carrier in good condition prior to dispatch.

Once the package has been shipped and tracking information has been provided, transit handling and delivery are under the responsibility of the carrier.

We are not directly liable for delays, loss, or damage caused by the shipping carrier, customs processes, or circumstances beyond our control.

If an artwork arrives damaged during transit:

● The customer must notify us within 48 hours of delivery.

● Clear photographic evidence of both the artwork and the external packaging must be provided.

Upon receiving sufficient documentation, we will assist the customer in filing a claim with the shipping carrier where applicable. Any resolution, including replacement, is subject to review and may depend on the outcome of the carrier’s claim process.

6. Refund Processing

Approved refunds (if applicable) will be processed within 5–10 business days.
Processing time may vary depending on the payment provider.

7. Abuse & Fraud Prevention

We reserve the right to refuse refunds in cases of suspected abuse, repeated unreasonable claims, or fraudulent chargeback attempts.

SHIPPING POLICY

Shipping Policy

1. Order Process & Customization

After an order is placed, our team will contact the customer to confirm customization details, including style, content, and design preferences.

A preview image, mockup, or design draft will be provided for customer approval before production begins.

Production will commence only after the customer confirms the preview design.

2. Production Time

Once the preview design has been approved, the artwork enters production.

The standard production time is within 15 business days.

Production time may vary depending on the size, complexity, and level of detail of the artwork. Simpler designs may be completed and shipped more quickly, while larger or more intricate artworks may require additional time to ensure quality and craftsmanship.

3. Shipping & Delivery

After production is completed, the artwork will be shipped via international courier services.

Delivery times vary by destination and typically range between 5–20 business days, depending on the country and customs clearance process.

All artworks are securely packaged to minimize transit damage.

4. Tracking Information

Once the order has been dispatched, customers will receive a shipping confirmation email containing the tracking number.

Transit time is managed by the carrier and may be affected by customs procedures or unforeseen global events.

5. Customs & Import Duties

International orders may be subject to customs duties, taxes, or import fees determined by the destination country. These charges are assessed by local customs authorities and are beyond our control.

If any duties or taxes are incurred upon delivery, they are the responsibility of the recipient.

We work closely with our logistics partners to ensure shipments are prepared with care and in accordance with international shipping standards, aiming to provide a smooth delivery experience whenever possible.
If you have any questions regarding customs or delivery, please feel free to contact us — we are always happy to assist.

FORCE MAJEURE

We shall not be held liable for failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to natural disasters, war, labor disputes, government actions, supply chain disruptions, or carrier delays.