Returns & refunds

A change of mind should not become a difficult conversation.

You have 30 days from delivery to contact us. No explanation needed. If the piece arrived damaged, defective, or incorrect, we cover the resolution.

Email customer care Find your situation

Write before you ship. We send the right destination, instructions, and any label you need.

A person at home gently holding a framed artwork against a sideboard while considering it
30 days from delivery, not purchase, to contact us
Cost shown first for a change of mind, you see the return-label cost before shipping
No cost to you when it arrives damaged, defective, or incorrect

Choose the sentence that sounds like yours

Three situations. Three clear answers.

You do not need to interpret the policy before you write. Find your situation, then send your order number.

01

I changed my mind.

Email within 30 days of delivery with your order number. No explanation needed. We send the return destination, instructions, and a prepaid shipping label.

The actual carrier cost is deducted from your refund. You see the amount before you ship.

02

Something arrived wrong.

Keep the artwork and packaging. Send your order number with a photo of the full piece, a close view of the issue, and the packaging or shipping label.

Once confirmed, choose a free replacement or a full refund including shipping paid. Most cases need no return. If one is needed, we send the label.

Damaged or defective details
03

I want a different piece.

We do not swap directly between artworks, sizes, or frames. Start a return within 30 days and place a new order for the configuration you want.

Email first so customer care can apply the right return path to the original piece.

The next step is smaller than it feels

One email starts the whole thing.

Do not ship to an address you find on your own. Customer care sends the destination and label after we know what happened.

  1. 01

    Write to us.

    Send your order number and tell us what you would like to happen.

  2. 02

    Add photos if needed.

    For damage, a defect, or an incorrect piece, include the full artwork, a close view, and the packaging.

  3. 03

    Wait for instructions.

    We send the right destination and a prepaid label whenever a return is required.

  4. 04

    Choose the resolution.

    For a confirmed problem, choose a free replacement or a full refund.

Refund timing

Two clocks, said separately.

Your refund goes back to the original payment method.

Within 5 business days

We process an approved refund after a required return is received.

Another 5 to 10 business days

Your bank or card issuer may need this additional time to post the credit.

Any shipping you paid is refunded in full whenever the return is our responsibility.

Condition, in plain language

Looking at it is allowed.

Opening the package to see the artwork does not affect a change-of-mind return. It should come back complete and without signs of installation or use.

  • IncludeThe frame, hanging hardware, and protective materials that came with the piece.
  • Opening is fineLooking at the artwork the way you would in a store does not affect the return.
  • Contact firstAn unauthorized package may not reach the correct facility.
  • Not coveredDamage from installation, misuse, accident, unsuitable cleaning, or normal wear.
  • After 30 daysChange-of-mind requests made more than 30 days after delivery cannot be accepted.

Nothing on this page limits any right you have under applicable federal or state law, including implied warranties where they apply. For every term, read the full Refund Policy.

Before you write

A few useful answers.

The conditions people most often look for after they know which path applies.

Can I open the package?

Yes. Looking at the artwork does not affect your return. For a change of mind, it should come back complete and without signs of installation or use.

Who pays for return shipping?

If the artwork arrived damaged, defective, or incorrect, we cover the return. For a change of mind, we send a prepaid label and deduct our actual carrier cost from the refund. You see the amount before shipping.

When will I see my refund?

We process an approved refund within five business days of receiving a required return. Your bank or card issuer may need another five to ten business days to post the credit.

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.

Can I exchange for another artwork, size, or frame?

We do not swap directly. Start a return within 30 days of delivery and place a new order for the configuration you want.

Official source

The complete policy.

Read every term

If the artwork is not right for your space, contact us. We will help with the next step.

At a glance

  • 30-day returns. Changed your mind? Contact us within 30 days of delivery. No explanation needed.
  • Damaged, defective, or wrong item. Contact us within 30 days and we'll replace it or refund you in full, at no cost to you.
  • Refunds go back to your original payment method. We process approved refunds within 5 business days of receiving the return. Your bank or card issuer may take another 5–10 business days to post the credit.

Changed your mind

Email hello@thelightstays.com within 30 days of delivery with your order number. We'll send return instructions and a prepaid shipping label.

To be eligible, the artwork should come back with any frame, hanging hardware, and protective materials supplied with it, and without signs of installation or use. Opening the package and looking at the piece the way you would in a store does not affect your return.

On a change-of-mind return, our actual carrier cost for the return label is deducted from your refund. You see the amount before you ship.

Damaged, defective, or incorrect

If your artwork arrives damaged, has a print or frame defect, or isn't what you ordered, we cover the return, including return shipping.

  1. Keep the artwork and the packaging.
  2. Photograph the full piece, a close view of the issue, and the packaging or shipping label.
  3. Email us the order number and the photos.

Once confirmed, you choose a free replacement or a full refund including any shipping you paid. In most cases we don't need the piece back. When we do, we send a prepaid label.

If a package arrives visibly damaged, you may refuse delivery and let us know. We will handle the next step.

What we can't accept

  • Requests made more than 30 days after delivery.
  • Damage from installation, misuse, accident, unsuitable cleaning, or normal wear.
  • Returns sent without contacting us first. We cannot guarantee that an unauthorized package will reach the correct facility.

Nothing in this policy limits any right available to you under applicable federal or state law, including implied warranties where they apply.

Refund timing

We process approved refunds within 5 business days of receiving your return. Your bank or card issuer may take another 5–10 business days to post the credit to your statement. Any shipping you paid is refunded in full whenever the return is our responsibility.

Exchanges

Available sizes, frames and presentations vary by artwork. We do not offer direct exchanges between configurations. Contact us within 30 days of delivery to start a return, then place a new order for the available configuration you want.

How to start

  1. Email hello@thelightstays.com with your order number and what you'd like to happen.
  2. For damage or a defect, attach photos of the artwork and packaging.
  3. Wait for our instructions before shipping anything back.

We reply Monday through Friday, usually within two business days.

Customer care

Tell us what happened. We will tell you what comes next.

We reply Monday through Friday, usually within two business days. Include your order number so the answer can arrive in one message.

Email customer care Read the full policy