Refund policy
At Imagine That LLC, every item is custom 3D printed to order from the photo you provide. Because each piece is personalized and made specifically for you, we handle returns a little differently than an off-the-shelf shop — and we want to be completely upfront about it before you order.
Personalized items are non-returnable.
Since your lithophane is produced uniquely from your photo, we’re unable to accept returns or exchanges for change of mind, or because a photo didn’t turn out the way you’d hoped once printed. We strongly recommend uploading the clearest, highest-resolution photo you have (see “About Your Photo” below).
We will always make it right if something is wrong on our end.
If your order arrives damaged, defective, or different from what you ordered, we’ll replace it or refund it — your choice. Just email us at info@imaginethatllc.store within 14 days of delivery with:
• Your order number, and
• A clear photo of the issue.
We may ask a couple of quick questions to understand what happened, then we’ll get a replacement into production right away or issue your refund.
About your photo (please read before ordering).
The final quality of your lithophane depends heavily on the photo you upload. Bright, sharp, high-resolution images with good contrast produce the best results; blurry, dark, heavily filtered, or low-resolution photos may not render well. If we receive a photo we don’t think will print well, we’ll reach out before printing whenever possible. We can’t refund a finished piece simply because the original photo was low quality, so please send us the best version you have.
Cancellations & changes.
Our production starts quickly. Once production has begun, we’re unable to cancel or modify the order.
Lost or delayed packages.
Once your order ships, it’s in the carrier’s hands. If your tracking shows a problem or your package appears lost, reach out and we’ll help you open a claim with the carrier and find a solution.
Questions? Email info@imaginethatllc.store— a real person will get back to you.