Refund policy

Last updated: October 16, 2026

Many Fraternal Light products are made or personalized after an order is placed. We do not offer routine change-of-mind returns or exchanges, including for stocked, nonpersonalized items. Returns or exchanges for a customer-selected size or color, or customer-supplied spelling or artwork error, are also discretionary. Please check product details, size charts, and personalization before ordering.

These restrictions do not prevent a remedy when an item arrives damaged, defective, or different from the order. They also do not limit rights provided by applicable law.

Damaged, defective, or incorrect items

Email returns@fraternallight.com within 30 calendar days after delivery to report damage, a defect, or an incorrect item. Contact us as soon as reasonably possible so we can help promptly.

Include your order number or other proof of purchase, a description of the problem, and clear photographs showing the item and issue if reasonably possible. Packaging and label photographs may help with shipping damage or incorrect-item claims. We will work with you if you cannot provide a particular photograph.

These remedies apply to made-to-order, personalized, and sale items as well. An item made differently from the personalization you ordered is our responsibility. An item correctly made using an error you submitted is not a production error, although you may contact us to discuss possible assistance.

We evaluate problems using photographs first where possible. Our preferred remedy is a replacement when practical and appropriate. If a replacement cannot reasonably resolve the problem, we will arrange an appropriate refund. Any remedy available to you under applicable law remains available. You are not required to accept store credit when entitled to a refund. Our responsibility to you does not depend on whether a supplier reimburses us.

The 30-day reporting window does not shorten any warranty or other legal right that continues beyond that period. A defect is not automatically excluded because it became apparent during reasonable use.

Return instructions and costs

Do not mail an item back without our instructions. Photographs may allow us to resolve a claim without a physical return. We request a physical return only when necessary for the resolution, including when an item can reasonably be recovered or reworked. For a confirmed damaged, defective, or incorrect order, we pay return postage whenever we require the item back, using a prepaid label or another method we arrange. Please retain the item and packaging while we review the claim when reasonably possible.

When we replace an affected item, we cover shipping the replacement to you. The original shipping charge is not separately refunded simply because we send a replacement, so you are not charged twice for shipping.

If we approve a refund for a damaged, defective, or incorrect item, it includes the price paid for the affected item, applicable tax, and the original shipping charge attributable to that item. If the entire order is refunded for such a problem, we refund the full original shipping charge. We do not charge a restocking fee for these claims.

Other return or exchange requests

We may consider an exception case by case, but an exception is not guaranteed. Contact returns@fraternallight.com within 30 calendar days after delivery. If we approve an exception, we will confirm the return deadline, condition requirements, any shipping costs, and the refund or exchange arrangement before you send anything. Unused-condition requirements for discretionary returns do not override remedies for defective goods.

The same discretionary approach applies to stocked items and made-to-order items. An exception for one order does not create a general return or exchange program.

Cancellations and corrections

Email support@fraternallight.com immediately if you need to cancel an order or correct an address, size, color, or personalization. We will check its status. Changes and cancellations may be possible if we can still stop the order before production or shipment and before nonrecoverable production costs are incurred, but they are not guaranteed. There is no fixed cancellation window after checkout. A request is confirmed only when we approve it. If an approved change affects price or timing, we will obtain your agreement before proceeding.

This restriction does not apply when we cannot fulfill an order or when applicable law gives you a cancellation or refund right, including certain shipping delays. See our Shipping policy.

Refund processing

We will tell you whether a refund is approved and whether a return is required. For an approved problem-item claim or discretionary return, we initiate the refund to the original payment method within five business days after approval and, only if a return is required, receipt of that return. This is our deadline to initiate the refund. It is not a guarantee of when the funds will reach your account. A shorter legal deadline takes priority. Your bank or payment provider may take additional time to post the credit. Contact us if a refund has not appeared within 15 business days after we confirm that it was initiated.

If we cancel an unfulfilled order, we will notify you and refund amounts paid for the cancelled portion, including applicable tax and shipping charges. For refunds required by the FTC's online-order shipping rule, we issue the refund within the applicable deadline, generally seven working days after cancellation for the payment methods used by this store. We will not make you wait for a supplier credit.