Refund policy
Last Updated: September 10, 2026
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 accepted within 30 days of delivery, subject to the conditions set out in the CHANGE OF MIND RETURNS section below. 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, color, 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 color or finish of a particular item, we welcome you to reach out to our team, and 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, color, 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 that all information provided at checkout, including your delivery address, is accurate and complete. You may request a cancellation within 2 hours of placing your order.
Cancellation requests submitted after the 2-hour window may be considered only if the order has not been dispatched. If approved, a fixed $40 USD cancellation and processing fee will be deducted from the refund amount. Any additional non-refundable fees charged by payment processors/financial institutions will also be the customer's responsibility.
Once an order has been dispatched or handed over to the carrier, it can no longer be canceled, stopped, or reversed. Transit delays may occur during the normal shipping process and do not necessarily mean that a parcel has been lost. We cannot issue a refund or cancel an order solely because of a carrier delay.
However, if a parcel is confirmed lost by the carrier before delivery, we will arrange a replacement or issue a full refund. This does not apply if the loss was caused by an incorrect or incomplete delivery address, refusal of delivery, failure to collect the parcel, or another circumstance attributable to the customer.
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 canceled 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. If a parcel is returned to sender because the address provided was invalid, incomplete, or incorrect, resulting in a failed delivery attempt or the parcel not being collected or accepted, the carrier may return or destroy the parcel depending on that carrier's own handling procedures. Stacehill accepts no liability for any resulting loss, and no refund, replacement, or order cancellation will be provided in these circumstances.
Please review your order details and shipping address carefully before completing your purchase. We also recommend selecting a secure delivery location, ideally one covered by a camera or similar security measure that can record the delivery area, to help prevent package theft.
CHANGE OF MIND RETURNS
We accept returns for change of mind under the following conditions:
Submission Window: Your return request must be submitted within 30 days of delivery. The 30-day window is counted from the actual delivery date of the individual item as shown on the carrier's official tracking page (not from the delivery date of the entire order). If tracking shows the item was delivered more than 30 days ago at the time of your request, we are unable to accept the return.
Return Condition (Eligibility): To be accepted, the item must be unused and in the same condition it arrived in. It must include all original accessories, manuals, and documents, and be sent back in its original packaging. Please pack returns carefully. If an item is returned damaged due to insufficient packaging, or is not in the condition it was sent, we may reduce the refund or decline the return. Missing or damaged original packaging may affect return eligibility.
Shipping Costs: All return shipping costs are the responsibility of the customer. If a return label is provided, the item must be shipped within 7 days of receiving the label.
Restocking Fee and Non-Refundable Costs: A 30% restocking fee will be deducted from the refund total for all approved change-of-mind returns. Original shipping fees are non-refundable.
Refund Processing: Approved refunds will be issued to your original payment method within 10 business days after we receive and inspect the item.
Compatibility Notice: Please ensure all light fixtures are compatible with your home's electrical setup and brackets before purchasing. We are not responsible for installation issues caused by site-specific conditions that were not identified prior to purchase.
Return Authorization and Return Address: Our products may ship from multiple fulfillment locations, and our California warehouse manages inventory and returns for only a limited selection of specific products; it is not a general return center for all items. Please do not ship any items before receiving our authorization, and do not send returns to the address shown on the original shipping label, or to our California warehouse, as these locations may not be valid return centers for your item. Unauthorized returns will not be accepted and may affect your refund eligibility. If your return request is approved, we will provide you with the correct return address and instructions.
Your costs: Original shipping + Return shipping + 30% Restocking fee
NON-RETURNABLE ITEMS INCLUDE:
Some items are excluded from our general return policy, including:
- Custom-made and one-of-a-kind products: Items built to your specifications, unless they arrive defective, damaged in transit, or not as described.
- Hygiene-sensitive items: Fabric and soft-furnishing products (e.g., bean bags, towels, bedding, rugs), unless returned unopened and in the original sealed packaging.
- Third-party purchases: Items not purchased directly from our store.
- Condition-based exclusions: Items that have been used, installed, or damaged due to customer misuse or mishandling.
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.