Can I get a refund?
When we cannot complete an order, you get credits. A refund to your card applies when our result is shown to be wrong.
Our service is digital: once our authenticators start reviewing your photos, the work counts as performed. That is why refunds work differently than for physical goods.
You get the value back as credits when:
- you cancel before we start reviewing your photos;
- we cannot complete the authentication, for example because the photos are not enough for a verdict or the model cannot be identified;
- we take longer than the turnaround you paid for, for reasons on our side (see turnaround times).
You get a refund to your original payment method when our result is shown to be wrong, or when we find an error ourselves. See what if I disagree.
There is no refund or credit for a difference of opinion alone, for duplicate orders once the review has started, or when photos are reused, edited or taken from the internet. Taxes and payment fees are not refundable.
To ask, email info@luxedetect.com with your order number, the email used at checkout and what happened. The refund policy has the full rules.
Updated November 6, 2026