Your satisfaction matters to us, and we want you to feel confident when shopping with Stacehill. If you have any questions about a product before placing your order, our team is always happy to provide additional information and help you make an informed purchase.
All returns and refunds are handled in accordance with applicable federal and state consumer protection laws in the United States.
For any questions regarding our return policy, our customer service team is available at info@stacehill.com and will work to address your concerns promptly and effectively.
POLICY OVERVIEW
We accept returns for items that are defective, damaged in transit, incorrect, or not as described. Please inspect your order as soon as it arrives and contact us within the timeframes listed below so we can sort things out quickly.
Change-of-mind returns are not accepted. Please review product details, dimensions, finishes, specifications, and compatibility carefully before placing your order. If you have any questions or need additional product information before purchasing, please contact us at info@stacehill.com — we're happy to help.
Damaged, Defective, Incorrect, or Not as Described Items: Report within 5 days of delivery
RETURN PROCESS
For returns involving items that are defective, damaged in transit, incorrect, or not as described on our website, please contact us within 5 days of delivery and include:
- Your order number
- A brief description of the issue
- Clear photos and a short video showing the issue with the product
- Photos of the packaging and shipping label
If approved, we’ll email you the return address and instructions. Please do not ship anything back without our prior approval. Unauthorized returns are not eligible for a refund, replacement, or claim.
Returns are customer-shipped by default. Please use a trackable shipping service and keep your proof of postage and tracking. If the item is confirmed to be faulty, damaged, incorrect, or not as described, we’ll reimburse reasonable return shipping costs after review. Please keep your shipping receipt.
In some cases, we may provide a return label. If we do, the item must be shipped within 7 days of receiving the label. Returns shipped after this period may not be accepted.
You are responsible for keeping proof of return shipment. If tracking does not confirm that the returned item was delivered to us, we may be unable to process your refund.
DAMAGED ITEMS
If something arrives damaged or not as described, you need to let us know within 5 days of the delivery date. Even if you're not planning to set the item up right away, please still open and check everything within that window. If you won't be home at delivery, arrange for someone else to inspect it on your behalf.
Damage claims made after 5 days may not be accepted. If we don't hear from you within that time, the goods are considered accepted.
CUSTOM ITEMS & ITEMS OVER $500
For custom-made items and any individual item valued over $500, customers are required to record a clear, uninterrupted video of the entire unboxing process, from start to finish, with no breaks, edits, or pauses.
This video may be required to support any damage, missing parts, or transit-related claim. Each item is inspected, quality checked, and recorded before dispatch from our warehouse, supplier, or logistics partner to verify that it leaves in good condition. Failure to provide a complete unboxing video may affect our ability to assess and process a damage claim.
Custom-made and one-of-a-kind items are non-returnable unless they arrive defective, damaged in transit, or not as described.
PRODUCT INFORMATION
We take great care in presenting our products as accurately as possible. That said, minor variations in grain, texture, colour, and sizing may naturally occur, particularly in handmade products, and are not considered defects. All stated dimensions are approximate and may vary slightly as a natural result of the manufacturing process.
The appearance of a product when viewed in person may differ subtly from how it appears in photography, as images are influenced by studio lighting and screen display settings. These visual differences are not regarded as product defects. Should you have any uncertainty regarding the colour or finish of a particular item, we welcome you to reach out to our team — we are glad to supply further imagery to assist you in making a confident purchasing decision.
Materials sourced from nature, including timber, jute, rattan, travertine, and marble, naturally vary in grain, colour, dimensions, and texture. Such characteristics are intrinsic to the materials themselves and are not indicative of a fault. Similarly, handmade and hand-finished products may carry their own unique qualities and irregularities, which are to be expected and are not classified as defects.
PRODUCT USE & INSTALLATION DISCLAIMER
Stacehill operates as a retailer and reseller of products supplied by third-party manufacturers, suppliers, and artisan partners.
While we make reasonable efforts to ensure product descriptions, specifications, and other information are accurate and up to date, Stacehill relies on information provided by manufacturers, suppliers, and artisan partners and cannot guarantee the accuracy, completeness, or ongoing validity of such information.
All electrical products must be installed by a licensed electrician and used in accordance with the manufacturer’s instructions and applicable local laws, regulations, and electrical standards.
Customers are responsible for ensuring that products are suitable for their intended application, installation environment, and project requirements before purchase and installation.
To the maximum extent permitted by law, Stacehill accepts no liability for losses, damages, costs, or claims arising from incorrect installation, misuse, modification, failure to comply with applicable laws, regulations, or standards, or use of a product outside its intended purpose.
REPAIR, EXCHANGE & REFUND PROCESS (Defective/Damaged/Incorrect/Not as Described)
If your item arrives defective, damaged in transit, incorrect, or not as described, please follow the return process above. After reviewing your case, we will provide an appropriate resolution, which may include:
- A replacement with the same item, or a comparable item if the original is unavailable
- A free repair for minor issues
- A partial refund where appropriate
- A full refund if neither repair nor replacement is possible
If a refund is approved, it will be processed back to your original payment method within 10 business days after we receive and inspect the returned item. You will receive an email confirmation once your refund has been approved. Please note that your bank or payment provider may require additional time to post the refund.
Your costs: $0
ORDER CANCELLATIONS
By placing an order, you confirm your commitment to the purchase and that all information provided at checkout, including your delivery address, is accurate and complete. All cancellation requests must be submitted within 2 hours of placing your order. Once an order has been dispatched, we are unable to cancel, stop, or reverse the shipment unless otherwise approved by our customer service team.
If we approve a cancellation request outside the 2-hour window, any non-refundable fees charged by payment processors or financial institutions will be the customer's responsibility. A fixed $40 USD cancellation and processing fee will be deducted from the refund amount.
Once an order has been handed over to the carrier, it can no longer be cancelled. Transit delays may occur during the normal shipping process and do not necessarily indicate that a parcel has been lost. We are unable to issue refunds or cancellations solely due to carrier delays, as these circumstances are outside our control.
STOCK AVAILABILITY
We do our best to keep stock availability on our website accurate and up to date. However, in rare cases, an item shown as available may become unavailable due to a stock discrepancy or multiple orders being placed around the same time.
If this happens, the affected item or order will be automatically cancelled and a full refund will be issued to your original payment method. We will send you an email to confirm the cancellation and refund.
We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
DELIVERY ADDRESS
Customers are responsible for providing an accurate and complete delivery address at checkout. Stacehill is not responsible for delays resulting from an incorrect or incomplete address. If an order is returned by the carrier due to an invalid address, the customer must provide a correct and complete address before redelivery can be arranged. Any additional costs resulting from an incorrect address provided by the customer will be the customer's responsibility.
If an order is successfully delivered to the address provided at checkout but the address was incorrect or incomplete and the parcel subsequently goes missing, Stacehill cannot be held responsible for the loss.
For orders delivered within the United States, parcels returned to sender due to an invalid or incomplete shipping address, a failed delivery attempt, or because they were not collected or accepted may be returned, abandoned, destroyed, or otherwise disposed of by the carrier or relevant authorities where applicable. Stacehill accepts no liability for any resulting loss, and no refund, replacement, or cancellation will be provided where the issue resulted from an incorrect address provided by the customer or the parcel was not collected or accepted.
Please review your order details and shipping address carefully before completing your purchase to help avoid unnecessary delays or additional costs. We also recommend selecting a secure location for delivery.
CHANGE OF MIND RETURNS
We are unable to accept returns for change of mind. All sales are final, and we do not offer refunds or store credit where a purchase no longer suits your needs or preferences.
Customers are responsible for confirming that any lighting fixture is suitable for its intended use before purchasing, including compatibility with existing wall brackets, electrical connections, and installation requirements. Stacehill is not responsible where a fixture cannot be installed due to site-specific conditions or electrical limitations that were not identified prior to purchase.
If your order arrives damaged or you receive an incorrect item, please contact us at info@stacehill.com within 5 days of delivery, and our team will arrange an appropriate resolution.
WARRANTY
All Stacehill lighting products come with a 2-year limited warranty covering manufacturing defects and faults that existed prior to or at the time of dispatch. This warranty does not cover damage caused by misuse, improper installation, installation by an unqualified person, modification, or normal wear and tear.
Hardwired electrical items must be installed by a qualified, licensed electrician and used according to the manufacturer’s instructions and applicable local electrical standards.
To make a warranty claim, please contact us at info@stacehill.com with your order number and supporting photos or video.
CONTACT INFORMATION
Store Name: Stacehill
Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States
Warehouse Address: 822 Nogales St, City of Industry, CA 91748, United States
Email: info@stacehill.com
Phone: +13027479367
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (PT)
Response Time: We aim to respond within 24 business hours, Monday to Friday. Weekend messages are answered the next business day.