Return & Replacement Policy
RETURNS
A request must be made for all Returns, Defective and Non-Defective, within 25 days of receipt (delivery) of the original order. Items that have been installed are not eligible for return or exchange. All returns must be authorized in advance by a The Lighting Shop Customer Service Representative and must have a valid Returned Goods Authorization (RGA) number issued before being shipped back. Any returns sent back without a valid RGA number (including refused deliveries) will not be accepted and no credit will be issued. Some returns may have restock fees associated with them, for details on this scroll below to our RETURN ADVANTAGE policy. In the case that you received DAMAGED or DEFECTIVE merchandise, please DO NOT refuse delivery, and view our replacement section below. We are usually required to provide at least one (1) photo of each area that is damaged or defective as documentation for approval to return or replace. Please keep this in mind if you suspect item(s) are damaged or defective.
RETURN ADVANTAGE - NO RESTOCK FEES ON RETURNS
In the event that you ordered product that you simply do not like or it doesn’t match your décor, you may return it for a full refund (select returns are subject to a $15.00 processing fee) within the allotted 25 day period as long as the brand is part of our Return Advantage Program. For instructions on how to make a return and additional details see below.
The following product brands are part of the Return Advantage Program and have NO restocking fees (you may be re-directed to our main site):
Schonbek and Troy RLM products are all made to order and due to the custom nature of these products we are unable to accept buyer's remorse returns. Our knowledgeable team is available to help with all Schonbek and Troy RLM selections and ensure the product configuration is correct before orders are placed. In the event that Schonbek accepts a buyer's remorse return, there will be a minimum 50% restocking fee.
WAC/Modern Forms made-to-order items are subject to a 50% manufacturer re-stocking fee. All other WAC/Modern Forms items are subject to a 25% restocking fee. If you do not know whether the item you are ordering is made-to-order please contact our customer service.
Crystorama, Emerson, House of Troy, Hubbardton Forge, and Framburg Non-Defective Returns are subject to a 30% manufacturer re-stocking fee.
Craftmade, Corbett, Hudson Valley, Sonneman and Troy orders are subject to a 20% manufacturer restocking fee.
All other Non-Defective Returns are subject to a 25% manufacturer re-stocking fee, this includes (but is not limited to) Capital, Z-Lite, Uttermost, Visual Comfort Signature Collection, Minka Lavery, Minka Aire, Metropolitan and George Kovacs.
In the event that the item you are returning has a restocking fee, it will be deducted from your refund.
Some returns may be subject to a $15.00 processing fee.
- Return shipping for a non-defective item, whether or not the brand is a part of our Return Advantage Program, is at the customer’s expense. Some returns may be subject to a $15.00 processing fee.
- Items that are “made to order” are not eligible for return.
- Accessories (down rods, controls, lamp shades, mounting hardware, light bulbs, parts, etc.) and glass are not eligible for return.
- Discontinued and Clearance items are not eligible for return – all sales are final.
HOW TO REQUEST A RETURN
Submit your request by completing our online Return Request Form - Click Here. The form will guide you through the process.
Important
- Return shipping for a non-defective item is at the customer’s expense.
- Returns made outside of our stated policy may be subject to additional shipping and restocking fees depending on the supplier and the situation.
- Original shipping and handling fees will not be credited. Any shipping and handling fees incurred on the customers behalf, may be deducted from the total return.
- In order to ensure a full refund, all products must be received in original carton, without blemish and in re-saleable condition. PRODUCTS MUST NOT HAVE BEEN INSTALLED. All Returns are subject to inspection
- Customers who place their orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone must review their email receipt(s) for accuracy and notify Customer Service of any issues within 24 hours
- Items that are “made to order” are not eligible for return
- Accessories (down rods, controls, lamp shades, mounting hardware, light bulbs, etc.) and glass are not eligible for return.
- Discontinued and Clearance items are not eligible for return – all sales are final.
- We are not responsible for any labor costs, which occur as the result of the installation of wrong or defective parts. The Lighting Shop cannot be held responsible for missing deliveries once FedEx or UPS indicates that the shipment has been delivered. If this occurs, please first check with neighbors and around your home. Then contact FedEx or UPS to file a claim. We are not responsible for any delays or additional shipping charges incurred due to change in delivery address or inaccurate delivery address information provided at the time the order is placed. You are responsible for providing accurate delivery address information. If you need the delivery address for a package changed there will be a $30.00 fee per package. Address changes cannot be made on an order that has shipped LTL Freight. If a package is missing, it must be reported within 6 days of the indicated delivery date.
REPLACEMENTS-DEFECTIVE MERCHANDISE-WARRANTY CLAIMS
At TheLightingShop.com we stand behind our products 100%.
We will replace any item that you receive Damaged, Defective, or Incorrectly shipped within 25 days (15 days for Hubbardton Forge) of receipt of that item. After 25 days (15 days for Hubbardton Forge), we will assist with ordering replacement parts or a replacement fixture but it will be at the customer's expense. We reserve the right to refuse or cancel an order for any reason including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information. If you choose to return a defective, damaged or miss-shipped item without providing us the opportunity to replace it, Some returns may be subject to a $15.00 processing fee, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf. Upon placing a REPLACEMENT REQUEST, we will issue you a new order number which will help you track the replacement in the same way as the original.
HOW TO REQUEST A REPLACEMENT
Submit your request by filling out our online Replacement Request form - Click Here.The form will walk you through the process and give you a chance to describe the damage and what is needed for replacement. We are usually required to provide at least one (1) photo of each area that is damaged or defective as documentation for approval to return or replace. Please keep this in mind if you suspect item(s) are damaged or defective.
Important
Replacements made outside of our stated policy may be subject to additional shipping and restocking fees depending on the supplier and the situation. In order to ensure a full replacement, we may require you to ship the product back to us at our expense.
CANCELLATIONS
Cancellations can only be requested via phone at 888-308-4353. We make cancellation requests on a best efforts basis with the manufacturers. If you wish to cancel your order, please contact us as quickly as possible so that we may attempt to stop your order. Please note that cancellation requests cannot be processed outside of our normal business hours. If an order is too far in the process of shipping to stop, you will be able to return the order in accordance with our regular return policy.