First True Light - Returns & Refunds Policy
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Last updated: Aug 4, 2025
Our Commitment to Quality

At First True Light, we take immense pride in the quality and craftsmanship of our collectible artworks. We want you to be completely satisfied with your purchase. This policy outlines the procedures for returns and refunds, ensuring a clear and fair process.

1. "Change of Heart" Returns

If you are not entirely satisfied with your artwork, you may return it under our 7-day cooling-off period, subject to the following conditions:

You must notify us in writing (via email) of your intent to return the artwork within seven (7) days of receiving it.
The artwork must be in its original, pristine, and unused condition.
It must be returned in its original, undamaged packaging, with all protective materials included.
This is crucial for protecting the collectible value of the piece.
The return shipping and associated costs are for the customer’s account.
A handling fee of 15% of the artwork's price will be deducted from the refund to cover inspection, administration, and repackaging.
Once the artwork is returned and passes inspection, you may choose between a refund or account credit.

2. Incorrect Artworks on Arrival

We package every artwork with extreme care to ensure it arrives safely. However, should an item arrive damaged or you receive the incorrect artwork, please follow these steps:

You must inspect your order upon delivery and notify us via email within 48 hours of receipt.
Your email must include clear photographs of the damage to both the artwork and the packaging, as well as your order number.
Once notified, we will arrange for a courier to collect the damaged or incorrect artwork from you at our expense.
Please repackage the item securely in its original box with all protective materials.
Upon receiving the returned item and validating the issue, we will dispatch a replacement (if stock is available) or offer you the choice of a full refund or account credit.
Please note: Failure to report issues within the 48-hour window may result in the return being processed as a "Change of Heart" return.

3. Manufacturing Defects

We stand by the archival quality of our products. In line with the Consumer Protection Act, all our artworks carry a 6-month implied warranty. If your artwork displays a manufacturing defect within six (6) months of purchase, you are entitled to return it at our cost.

A manufacturing defect refers to a flaw in the artwork's construction (e.g., delamination of the print, failure of the mounting) that occurs under normal display conditions.

The following are not considered manufacturing defects:

Faults resulting from normal wear and tear over time.
Damage caused by accidents, negligence, improper handling, or exposure to direct sunlight, extreme humidity, or heat.
Any alteration made to the artwork by the customer.
Minor variations in colour between the screen image and the physical print, as all digital displays show colours differently.
If you believe your artwork has a manufacturing defect, please contact us with photographic evidence within 6 months of receiving the package.

4. The Refund Process

Processing Time: Approved refunds will be processed within 7 to 10 business days from the date of approval. You will receive an email confirmation once the refund has been initiated.

Refund Method: Refunds will be credited back to the original payment method where possible.

Bank Transfer Refunds: If a direct bank transfer (EFT) is required, you must email us your banking details typed out in the body of the email. For security and accuracy, we do not accept banking details sent as images, PDFs, or scanned documents. Please provide:

Account Holder Name
Bank Name
Account Number
Branch Code

First True Light is not liable for any delays or losses resulting from inaccurate banking details provided by the customer.

5. Payment Security

First True Light utilizes a secure, accredited third-party payment gateway for all transactions. While we ensure our platform is secure, we cannot be held liable for any loss or damage suffered as a result of using the third-party payment provider.

You must notify us in writing (via email) of your intent to return the artwork within seven (7) days of receiving it.

The artwork must be in its original, pristine, and unused condition.

It must be returned in its original, undamaged packaging, with all protective materials included. This is crucial for protecting the collectible value of the piece.

The return shipping and associated costs are for the customer’s account.

A handling fee of 15% of the artwork's price will be deducted from the refund to cover inspection, administration, and repackaging.

Once the artwork is returned and passes inspection, you may choose between a refund or account credit.

2. Incorrect Artworks on Arrival We package every artwork with extreme care to ensure it arrives safely. However, should an item arrive damaged or you receive the incorrect artwork, please follow these steps:

You must inspect your order upon delivery and notify us via email within 48 hours of receipt.

Your email must include clear photographs of the damage to both the artwork and the packaging, as well as your order number.

Once notified, we will arrange for a courier to collect the damaged or incorrect artwork from you at our expense.

Please repackage the item securely in its original box with all protective materials.

Upon receiving the returned item and validating the issue, we will dispatch a replacement (if stock is available) or offer you the choice of a full refund or account credit.

Please note: Failure to report issues within the 48-hour window may result in the return being processed as a "Change of Heart" return.

Faults resulting from normal wear and tear over time.

Damage caused by accidents, negligence, improper handling, or exposure to direct sunlight, extreme humidity, or heat.

Any alteration made to the artwork by the customer.

Minor variations in colour between the screen image and the physical print, as all digital displays show colours differently.

It must be returned in its original, undamaged packaging, with all protective materials included.
This is crucial for protecting the collectible value of the piece.

2. Incorrect Artworks on Arrival

We package every artwork with extreme care to ensure it arrives safely. However, should an item arrive damaged or you receive the incorrect artwork, please follow these steps: