Refund and Returns Policy

We want you to love your Ars Loci Atelier luminaire. Because every piece is 100% handmade by artisans from the Andes Mountains, small variations in color, weave, texture, and size are part of its character and are not considered defects. If something isn’t right, here is how we can help.

1. Returns on standard items

Standard (non-custom) luminaires may be returned within 14 days of delivery if they are unused, undamaged, and in their original packaging with all parts included.

2. How to start a return

Email us at info@arslociatelier.com with your order number and the reason for the return. We’ll reply with return instructions and the return address. Returns sent without prior approval may not be accepted.

3. Return shipping

You are responsible for return shipping costs unless the item arrived damaged or defective. Because our luminaires are delicate, please pack them carefully, ideally in the original box, and use a trackable, insured shipping service. We can’t refund items damaged in return transit due to inadequate packaging.

4. Refunds

Once we receive and inspect your return, we’ll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days; your bank or card issuer may take a few extra days to post it. Original shipping charges are not refundable. If you paid with a buy-now-pay-later option such as Klarna or Affirm, the refund is sent to that provider, which will update your plan.

5. Custom and made-to-order pieces

Custom sizes, colors, or designs are made specifically for you and cannot be canceled once production begins. They are not eligible for return or refund, except as described under Damaged or defective items and Warranty below.

6. Damaged or defective items

Please inspect your order when it arrives. If anything is damaged or defective, email us within 48 hours of delivery with your order number and photos of the item and the packaging. We’ll repair, replace, or refund the item at our option, at no cost to you.

7. Order changes and cancellations

If you need to change or cancel a standard order, contact us as soon as possible. If it hasn’t shipped yet, we’ll cancel it and refund you in full. Once an order has shipped, the return process above applies.

8. Warranty

Every Ars Loci Atelier luminaire includes a 1-year limited warranty covering defects in materials, workmanship, and electrical components. See our Terms and Conditions for full details.

9. Contact us

ARS LOCI LLC (Ars Loci Atelier)
Email: info@arslociatelier.com
Phone: 321-430-5818