customer service

 

RETURN POLICY

We stand behind our products and guarantee your satisfaction. You may request to return any online purchase within 30 days of receipt. Fixtures need to be in like-new condition, un-installed, and in the original packaging.

  • Clearance items may not be returned.
  • Merchandise must not have been damaged in transit. (Please insure your return shipment if you are concerned about damage that may occur.)
  • Custom made to order items, may not be returned.
  • Bulk orders (6 or more of the same SKU) may not be returned without prior authorization.

A 25% restocking fee, which includes 7.5% freight from the manufacturer, 7.5% freight to return the item to the manufacturer and a 10% handling charge will be assessed to all returns.

Merchandise purchased online may not be returned at our showroom locations.

Please note: We do not recommend the scheduling of installation services prior to delivery of your order.


To Schedule a Return

If you need to return an online purchase, please call Customer Service at (866) 688-3562 or e-mail us. We will request a Return Goods Authorization Number and instructions from the manufacturer for shipping the product back. Please note that we must contact the manufacturer for the Return Goods Authorization (RGA); typically, this process takes about 7-10 business days. Please note: Non-defective returns will be shipped back at the customer’s expense.

We cannot issue a refund for any item that is returned without proper authorization. Please do not attempt to ship back any item without obtaining an authorization number from customer service.

You will have 30 days to return the product after the Return Goods Authorization has been issued. After 30 days the RGA will expire, and no credit will be issued. It is wise to retain the tracking number from your return shipment, for faster service.

Credit will be issued once the item has been received and inspected.


Damaged or Defective Product

Please open and inspect your item(s) within 30 days of receipt. If you received products that have manufacturer’s defects, or have been damaged in transit please contact us at (866) 688-3562 or e-mail us. We will do everything possible to make sure that the problem is resolved quickly and to your satisfaction.

For small packages which have been damaged during shipment, please notify us within 48 hours so that we may file a claim with UPS or FedEx on your behalf. Larger packages which have been delivered via common freight carriers and show visible damage should have that information noted on the bill of lading or receipt.

Defective or damaged items will be replaced or repaired at our discretion. If a fixture is delivered with broken glass, please notify us immediately, and replacement glass will be shipped to you at no additional expense. We cannot guarantee that all replacement parts will be in stock. This is especially true for clearance/ discontinued items, so it is critical that you contact us as soon as possible to report damage. If there is no replacement part available, you will be notified and given the option of returning the item for a full refund.

Please allow 5-7 business days for your replacement to ship. Please note that we can only provide replacement parts for online customers who have received damaged items; we cannot issue replacements for purchases made in-store, or through any other retailer.

Cancellation Request

If you would like to cancel an order (or part of an order) that has not been shipped or is on backorder, please e-mail customer service or call us toll free -- (866) 688-3562. We will submit a request to the manufacturer, and e-mail you an acknowledgement of cancellation. If for some reason we are unable to cancel your order, we will contact you via email with that information. If your order has already shipped at the time you wish to cancel, we will treat it as a return.

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