Last updated: November 9, 2026
Changes and cancellations before production
You may request changes or cancellation until production begins. Email onyxia5150@gmail.com as soon as possible with your order number. We will confirm whether production has started and what changes are possible. An order cancelled before production begins will receive a full refund, including the shipping charge. Changes that affect the price or design must be confirmed before we proceed.
Change-of-mind returns
We do not accept change-of-mind returns or exchanges on our physical products, including custom photo lithophanes, personalized plates, frames, and lamp-conversion kits. Once production begins, we cannot cancel an order solely because you changed your mind. This does not exclude remedies for items that arrive damaged, defective, or different from what you ordered, or any rights provided by applicable law.
Damaged, defective, or incorrect items
Please email onyxia5150@gmail.com within 14 days of delivery with your order number, a description of the problem, and a clear photo showing it. If shipping damage is involved, a photo of the packaging is helpful; keep the packaging until we respond. If you cannot provide a photo, contact us to discuss another way to verify the problem.
We will review the information and work with you on an appropriate replacement, replacement component, or refund for a verified problem. Because Eclipse products are modular, replacing an affected component may resolve the issue without returning the entire set. We will confirm the proposed solution with you. If a replacement cannot reasonably resolve the issue, we will arrange an appropriate refund.
Please contact us before mailing anything back. We will provide return instructions and an address if a return is necessary. For a verified defect, shipping damage, or our fulfillment error, we cover any return postage we require and the shipping cost of an agreed replacement. We will explain any refund of the original shipping charge as part of the resolution; a full-order refund for a verified problem includes the original shipping charge.
Photos, text, and print appearance
Check the selected photo, crop, spelling, colors, item, and quantity before ordering. If the product matches the design you submitted, a spelling error or crop choice in that design is not automatically a production defect. Contact us promptly if you notice an error; we can change it before production begins.
3D printing can leave visible layer lines and small surface variations. Screen previews, filament colors, and the appearance of a lit lithophane can differ. This does not excuse a damaged, nonfunctional, materially incorrect, or defective product; contact us if you are unsure whether something is a normal variation or a problem.
Refunds
Approved refunds are issued to the original payment method. We will notify you when the refund has been submitted. Your payment provider may take additional time to post it. If the refund has not appeared after the timeframe your provider gives you, contact us so we can help investigate.
Reprints and file availability
Order files are kept for a limited time as described in our Privacy Policy. Stored photo files and photo-derived previews normally become eligible for deletion 7 days after recorded delivery; print models normally become eligible after 30 days. A print model can be held while an active reprint issue is resolved. If a necessary file has already been deleted, we may ask you to provide the photo or design again. File deletion does not, by itself, remove an otherwise applicable remedy for a product problem.
Contact
Email onyxia5150@gmail.com for order problems, changes, cancellations, or refund questions. Include your order number. This policy does not limit rights or remedies provided by applicable law.