When a Sale Doesn’t Go as Planned
We hope every sale ends with a happy customer, but occasionally things may not go quite as planned. Clear and honest product information can help prevent misunderstandings before they happen.
When listing your artwork, use clear, accurate photographs and show the piece from different angles. Describe colours as accurately as possible and let buyers know that colours may appear slightly different depending on lighting, photography and screen settings.
Remember, one of the things that makes handmade and original art special is its individuality. Small variations, textures or imperfections may be part of the handmade process rather than faults. If your piece has any noticeable variations or characteristics, show and describe them clearly in the listing so your buyer knows exactly what to expect.
Good communication matters too. If a buyer has a concern, we encourage you to communicate with them first whenever possible — sometimes a simple conversation can resolve the issue.
If a return or refund is needed
Logged-in customers can request a return or refund conveniently through their Art is Lit account.
Guest checkout customers can contact you directly by email — which can be a helpful first step as it allows you and the buyer to discuss the issue — or they can submit a Return & Refund Request Form through Art is Lit.
If a refund is the best way forward, don’t worry. The steps below will show you how to process it simply and correctly.
