Damage, defect, or the wrong item

If it arrived wrong, making it right is on us.

Keep the artwork and its packaging. Send your order number and a few clear photos. Once we confirm the issue, you can choose a free replacement or a full refund.

Please contact us within 30 days of delivery. Your rights under applicable law are not affected.

Email customer care

We reply within two business days. If the first photos are inconclusive, we’ll tell you what else would help.
hello@thelightstays.com

Editorial illustration of a woman reviewing a document beside a framed abstract artwork
A careful review starts with what you can safely share.
Save what arrivedKeep the artwork and packaging.
Three photo viewsFull piece / close detail / packaging.
Choose the resolutionReplacement or full refund.

Start here

Three things move this forward.

No forms to navigate. A short email with the right details lets us begin the review.

Keep the piece and packaging

Keep the artwork and packaging as they arrived. If you can, pause installation or repair while we review the issue.

Take three clear views

Natural light and an uncropped view are best. Include:

  • A full view of the artwork
  • A close-up of the damage or defect
  • The packaging, photographed only when safe

A shipping-label photo is optional. Cover the street address and barcode unless customer care asks for them. Never include payment details or identification documents.

Send the order number

Email the order number and a brief description of what arrived. If this was a gift or you cannot find the number, send what you have and tell us. If email attachments are not appropriate for you, write without them. We will reply with what is actually needed. Keep order details out of public comments.

After we review the details

You choose the resolution.

If we confirm damage, a defect, or the wrong item, we will offer the resolution that works for you.

Option 01

A replacement, at no cost

We arrange a replacement without charging you for the new piece or its shipping.

Option 02

A full refund

We refund the order, including the shipping you paid.

In most confirmed cases, you will not need to return the artwork. If a return is required, we will provide a prepaid label and clear instructions.

A few useful distinctions

Before you wonder.

I no longer have all the packaging. Should I still write?

Yes. Send the photos you do have and tell us what is no longer available. Packaging and the shipping label are helpful when possible.

This was a gift and I do not have the order number. What should I do?

Write anyway. Tell us it was a gift and share the details you do have. We will let you know what else is needed to identify the order.

Is a screen color difference a defect?

Screens display color differently. A slight variation alone is not considered a defect, but you can still write if something looks materially different from what you expected.

Is the texture supposed to feel raised?

No. Everything you see is in the image. Nothing rises off the surface; painted or carved texture in the artwork is visual only.

The package is visibly damaged. Can I refuse it?

Yes. You may refuse a visibly damaged delivery and let us know. We will handle the next step.

What is outside this policy?

Damage caused after delivery by installation, misuse, accidents, unsuitable cleaning, or normal wear is not covered as a damaged or defective arrival.

Ready when you are

From here, the next step is ours.

Send the order number, the photos, and a short note. We will review them and come back with a clear path forward.

Start the review

Write as soon as you notice the issue. For timing, eligibility, and complete terms, see our Refund Policy.