Refund policy

Returns and refund policy

Every artwork here is handmade and one of a kind, and many pieces are built with integrated LED lighting. Because each item is made by hand, and some are made specifically for you, this policy has two paths depending on how your piece was made. Please read the part that matches your order.

We would rather solve a problem than argue about one. If something arrives damaged, stops working, or isn't right, contact us before sending anything back, and we'll work with you toward an outcome that's fair to both of us.

How your order was made

Ready-to-ship pieces were already finished and photographed before you bought them. You chose one from what was available, and it shipped as it was.

Made-to-order or commissioned pieces are created specifically for you, based on a size, color palette, subject, or other details you requested.

Check your order confirmation, or ask us, if you're not sure which applies to your item.

Ready-to-ship pieces: 14-day return window

If you bought a ready-to-ship piece, you have 14 days from the day you receive it to change your mind and return it, for any reason, with no explanation needed. This is the same right guaranteed to shoppers in the European Union, and we extend it to every customer, wherever you are.

To use it:

• Contact us at hi@gosiasmith.com within 14 days of delivery to let us know you'd like to return the item.
• We'll confirm the return and send you the shipping details.
• Send the item back within 14 days of telling us, in the same condition you received it: unused, undamaged, and in its original packaging, or packaging that gives it the same protection.
• Keep your proof of purchase. We'll need your order number.

You pay for return shipping, unless the item arrived damaged, faulty, or wrong (see "Damaged, defective, or wrong item on arrival" below). Because these are original, handmade pieces, please repack carefully, ideally in the original box and padding. Damage caused by poor repacking on the way back to us may reduce your refund.

Items sent back without contacting us first may be refused.

Made-to-order and commissioned pieces

Because these pieces are made specifically to your requirements, they fall outside the standard change-of-mind return, in the EU, the UK, and everywhere else we ship. This is standard practice for custom-made and personalized goods under consumer law, and we apply it consistently worldwide.

To make sure a commission works out for both of us, we'll confirm the final details with you in writing before work begins, size, palette, subject, and any lighting specifications, and we recommend approving a sketch or reference image where one is provided. Once work begins, the piece can no longer be canceled or returned for a change of mind.

If a commissioned piece arrives damaged, doesn't match what was agreed, or has a manufacturing defect, that's covered below under our guarantee against defects, the same as ready-to-ship pieces.

Damaged, defective, or wrong item on arrival

Please open and inspect your artwork as soon as it arrives.

If it arrives damaged, doesn't work as it should (including the lighting), or isn't what you ordered, contact us at hi@gosiasmith.com within 48 hours of delivery with:

• your order number,
• photos, and a short video for lighting issues, showing the problem, and
• photos of the packaging if you suspect the damage happened in transit.

Because each piece is one of a kind, our first response to transit damage or a covered defect is always to repair, restore, or remake it, not to issue a refund. We cover all shipping and costs involved in doing this. A refund only comes into play if a piece genuinely cannot be repaired, restored, or remade.

If we shipped you the wrong item entirely, we'll send the correct one at our cost, or refund you in full, whichever you'd prefer.

Our guarantee against defects (2 years)

Separately from the 14-day change-of-mind return, every item we sell, ready-to-ship or commissioned, is covered by a 2-year guarantee against defects that were already present when it left our hands. This matches the minimum legal guarantee required across the European Union, and we hold ourselves to the same standard worldwide.

This covers things like:

• paint or varnish visibly failing (cracking, flaking, or discoloring) under normal indoor display conditions,
• structural problems with the canvas, panel, or frame, and
• wiring or electrical faults in the lighting that stop it from working as described.

As with transit damage, our first step is always to repair or replace the affected part or piece. A refund is offered only if that isn't possible or reasonable in the circumstances.

For the first year of the 2-year period, if something goes wrong we'll assume it was a defect from the start, unless we can show otherwise. That mirrors the reversal-of-proof rule under EU law. After the first year, if there's a genuine question about when a problem started, we may ask for more information, but we'll still look at every case individually and in good faith.

LED lights: what's covered and what's normal wear

The LED lights built into your piece are a working electrical component, and like any light, they're expected to fade gradually with use. That gradual fading is normal aging, not a defect. LEDs are typically rated for tens of thousands of hours of use, commonly 50,000 or more, so an even, gradual dimming after years of regular use is expected, and isn't something we repair or replace for free.

What's covered for 2 years: the lights or wiring failing outright, flickering, short-circuiting, or not turning on at all, because of a manufacturing or workmanship fault. As above, we'll repair or replace the lighting component first; a refund only applies if that isn't possible.

What's not covered: gradual dimming from age, damage from water, moisture, or the wrong power source, and damage from a fall, impact, or a repair attempted by anyone other than us.

After the 2-year period, we don't just stop caring. If your lights fail down the road, get in touch. We can't promise a free fix or replacement past the guarantee period, but we'll look at your specific situation and do what we reasonably can, whether that's a paid repair, a discounted replacement part, or another solution that works for both of us.

What isn't covered

• Normal wear and tear, including minor color shifts from long-term light exposure, which is expected with any handmade piece.
• Damage caused by the buyer, including drops, water exposure, improper cleaning, or the wrong power adapter for the LED lights.
• Small variations in color, texture, or brushwork compared to photos on the site. Every piece is handmade, so minor natural variation isn't a defect, it's part of owning an original.
• Repairs or alterations attempted by anyone other than us.
• Made-to-order pieces returned simply because of a change of mind (see above).

Refunds

For a 14-day change-of-mind return on a ready-to-ship piece, we refund your original payment method within 14 days of receiving the item back. Your bank or card provider may take a few extra days to show the funds on your end.

For a damage, defect, or wrong-item claim, we'll assess what you've sent us (photos, video, or the returned piece) within 14 business days and let you know the outcome. As explained above, our first response is to repair, restore, remake, or replace rather than refund. Where a refund is the right outcome, it's paid within 14 days of that decision.

If you believe a refund is overdue, contact us at hi@gosiasmith.com.

Exchanges

Because each piece is one of a kind, we can't simply swap it for an identical replacement, there usually isn't another one exactly like it. If you'd prefer something different, the simplest path is to return your original following the steps above and place a new order once your refund is confirmed. If you're not sure what you'd like instead, contact us and we'll help you find something else, or work out store credit if that suits both of us better.

International orders

We ship worldwide, and this policy applies the same way wherever you are. A few things worth knowing if you're outside our home country:

• Customs duties, import taxes, or handling fees charged by your country are outside our control and are not refunded, even if you return the item.
• International returns can take longer to reach us. Let us know once you've shipped a return so we can watch for it.
• Please check your own country's import rules before ordering. Some countries restrict shipments containing batteries or small electronics, which may apply to the LED components.

Questions, or a situation this doesn't cover

We've tried to think through the situations that come up most with handmade, one-of-a-kind, lit artwork, but if something happens that doesn't fit neatly into any of the above, contact us at hi@gosiasmith.com. Our goal is a resolution that feels fair to both of us, and most things can be sorted out with a conversation.