Refund Policy

Thank you for shopping with LAIX London.

We are committed to offering meaningful artwork, community projects, and cultural storytelling with care and integrity. Please review our refund policy before making a purchase.

Digital Products & Downloads
All sales of digital art, downloadable products, or virtual experiences are final.
Due to the nature of these items, we do not offer refunds or exchanges once the order has been confirmed and the files have been delivered or accessed.

Physical Art Prints & Products
We take great care in packaging and shipping your items. If your item arrives damaged or defective, please email us within 7 days of receiving your order with clear photographs of the issue.
We may offer:
• A replacement
• Store credit
• A refund (only in exceptional cases)

Custom & Commissioned Work
Custom and commissioned pieces are non-refundable once the creation process has begun.
We provide updates throughout to ensure alignment with your vision.

Eligibility for Return
To be eligible for a return or resolution:
• Your item must be unused and in its original condition
• You must provide proof of purchase
• You must contact us within 7 days of delivery
Returns are not guaranteed and will be reviewed on a case-by-case basis.

How to Request a Return
Please email us at laixlondon@gmail.com with:
• Your full name
• Order number
• Description of the issue
• Clear supporting images (if applicable)
Subject line: Return Request

Shipping Costs
Customers are responsible for return shipping costs, unless the return is due to our error (e.g., wrong or defective item).

Late or Missing Refunds
If a refund has been approved but not received within 10 business days:
1. Check your bank account again
2. Contact your card company or payment provider
3. If still unresolved, reach out to us at laixlondon@gmail.com

Contact Us
If you have any questions about this policy or need support with your order:
E: support@laixlondon.com
W: www.laixlondon.com