LightingCatalog.com Return Policy
Overview
LightingCatalog.com is the best place to buy Lighting Fixtures products on the internet. As part of the eImprovement.com network of online stores we have an award winning customer service department. The customer service department which handles eImprovement.com’s network of stores was a Gold Honoree for Bizrate’s 2007 Circle of Excellence awards. We won under eFaucets.com, the best place online to buy faucets and fixtures for the kitchen and bath. We were the only home improvement company to do so. This means we are committed to making your shopping experience as pleasurable as possible. That’s why we make returns easy!!
Items That May be Returned
Returns
To ensure that your return is processed properly and timely, please call our Customer Service Returns Department at 1-866-482-8321 Prompt #2.
30 Day Return Period
Merchandise that has not been opened or removed from its original packaging, used, or altered (with no clipped wires).
Merchandise that has not been installed.
Defective Merchandise
Merchandise that is being returned within the 30 day return period.
Defective merchandise must be exchanged for the same product.
Broken Glass
While the manufacturer do their best to ensure excellent packaging, occasionally glass fixtures could get damaged at the hands of a delivery carrier in transit. Items received with broken glass ARE NOT considered defective products. LightingCatalog.com and the manufacturer reserves the right to replace the glass as quickly as possible. In these cases, you can contact our customer service department to request replacement glass to be sent to you at no additional cost.
Special Order Items
Some items LightingCatalog.com sells are not displayed in our website catalog but can be special ordered over the phone. If you order a special order item from us it may not be returnable or may be subject to a greater than normal restocking fee. If it is defective, you may only exchange these items for the identical product. Please call our Customer Service Dept for details on specific special order items. When you call an associate will notify you of any applicable return charges.
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Items That May be Exchanged
General
Within 30 days of receipt of your shipment, you may return any (non-special order) faucet, sink, or accessory in its original packaging and in original condition for a full cash refund, less shipping charges and a restocking fee.
Within 30 days of receipt of your shipment, you may exchange any (non-special order) product or accessory in its original packaging and in original condition for a replacement product, less shipping charges and a restocking fee (We’ll refund the original shipping cost if the return is a result of our error).
LightingCatalog.com reserves the right to refuse any returns that are not returned according to the guidelines set. To obtain credit, returned product returns must:
Have a valid RGA# number.
Have ALL original packaging and be unopened in a resealable condition.
Not have packaging that is written on or defaced in any way.
Be sent back to the correct warehouse location.
Guidelines
No products will be accepted for return more than 30 days after date of purchase. No exceptions. Manufacturer will not accept returns past this date.
Special order items cannot be returned once they have been shipped.
We are not able to accept returns on damaged merchandise that was not inspected by the customer at the time of original delivery and not reported or claimed within 48 hours of receipt. If a customer signs for a delivery and does not report any damage to the shipping company or to LightingCatalog.com, then it is the customer’s responsibility to file a claim with the shipping company to recoup any damages.
Please note that we are only able to process returns and refunds for items purchased from LightingCatalog.com or its affiliates.
All discontinued items and colors, and clearance items are non-refundable or returnable.
We do not issue store credit. Items can be returned for a refund minus restocking fees and shipping charges if applicable.
All returns must be over $15 in total value. Any return for less than $15 will not be permitted.
Please note that all products returned are inspected by the Manufacturer. Products returned as defective which are found not to be defective are subject to a 20% handling charge.
If a customer sends back a non-returnable item, no credit will be issued for the return of the product. The customer will be responsible for shipping charges going back to the customer. Items will be resent to you upon receipt of your payment of freight charges. Items will be deemed abandoned if we are not contacted within 30 days.
If a customer returns a product to us without an RGA number or without setting up a return with us first, the return will be subject to an additional 20% restocking fee.
If a customer refuses goods that were to be delivered to them without going through our return process, then the customer will be responsible for all return shipping charges. LightingCatalog.com will also charge an extra 15% return processing fee for handling the return.
Items that are Non-Returnable
Merchandise with shrink wrap that is missing or torn.
Merchandise that is used or shows signs of installation.
Special Order Merchandise
Discontinued Merchandise
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RGA Requests
To return any product you must obtain a RGA # (Return Goods Authorization #). To obtain an RGA # and return instructions, please call our customer service department at 1-866-482-8321. Requests for returns are generally processed within 1-3 days and you will receive return instructions along with your RGA #. Please keep in mind that a request for an RGA # does not mean and RGA will be granted by LightingCatalog.com or the manufacturer.
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Refunds
You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return. Please understand that it takes several days for us to go through returns and to inspect them. After inspection it is sent to our credit department for processing. If accepted a credit is given and it takes several business days for a credit to post through the credit card processor and issuing bank. All returns and exchanges will be credited less and applicable restocking and shipping costs. If you have not received a credit and it has been longer than 30 days, please give our Customer Service Department a call at 1-866-482-8321.
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Wrong Products Received
If you are shipped a different product than you ordered, please Email Us or call us at 1–866-482-8321 within 48 hours of receiving the product. We will provide an RGA # and instructions on how and where to ship them back. We will pay for the freight back and ship the correct product freight free of charge.
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Steps to Follow For A General Return
To ensure a hassle free return, please follow these steps:
Call our customer service department at 1-866-482-8321 and setup a return. Not have packaging that is written on or defaced in any way.
Allow 1-3 days for the RGA # and return instructions to be emailed to you.
Follow the general return instructions in the email we send you and ship the package back via UPS or USPS. It is advised that you obtain a tracking number, receipt, or confirmation of your shipment. LightingCatalog.com is not responsible for any lost shipments that were not insured by the customer.
Send your return back to our warehouse for processing.
Please allow 3-7 business days, depending on what shipping method you select, for the return to be received back at our warehouse.
Once the return is received back at our warehouse, please allow 7-21 business days for our credit department to issue a refund less restocking fees and shipping costs.
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Steps to Follow For A Defective Exchange
To ensure a hassle free defective exchange, please follow these steps:
Call our customer service department at 1-866-482-8321 and setup a defective exchange. Be clear and concise when describing defects or damages. Allow 1-3 days for the RGA # and return instructions to be emailed to you.
Our warehouse will ship you out a replacement the same day. Send your return back to our warehouse for processing.
Place order for new products either online or with a customer service representative.
Replacement will be shipped out via the same shipping method as the original order.
Allow 1-3 business days for the RGA # and return instructions for the defective product to be emailed to you.
Follow the defective exchange instructions in the email we send you.
Once the return is received back at our warehouse, please allow 7-21 business days for our credit department to issue a refund less restocking fees and shipping costs.
Any defective products that are not sent back to our warehouse for processing will be billed to the customer’s account.
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Cancellations and Changes
If you need to cancel or make changes to an order you must contact us the same day that you placed the order at 1-866-482-8321. Some orders ship the same day, so we need to know as soon as possible. Calling in or requesting a cancellation does not guarantee your order can be cancelled or changed as it may have already been picked or shipped by LightingCatalog.com or the manufacturer. For more information read our Cancellation Policy.
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Freight Damage
Damaged Shipments
The item(s) you have ordered may be delivered by an LTL freight company if they were oversized and noted as freight. If these items are being delivered to a residential address, you will be contacted by a representative of the freight company to setup a delivery appointment. LTL companies will not deliver without an appointment and the customer present. If you would like to contact the freight company yourself to schedule your appointment ahead of time, please contact our customer service department. The cutoff time for same day shipment of an LTL order is 12:00 A.M. CST.
If you receive a shipment from an order that you placed with LightingCatalog.com with obvious or concealed freight damage, refuse the shipment and note the damage on the bill of lading. We will then order and ship a replacement for you. We will charge you for the replacement at the originally quoted price and credit you upon the return of the original. If you sign for the shipment without reporting any damage you are responsible for all damages and must make any claims with the shipper. Please make sure that you inspect all packages before you sign for them.
If you fail to report concealed or obvious freight damage to the carrier prior to signing for the shipment, neither neither you or we have any recourse.
If you have any questions about anything stated here please contact our customer service department.
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Restocking Fees
A 20% restocking fee will be charged on all returned merchandise, unless defective.
Reasons For Restocking Fee
Warehouse & Administrative costs associated with processing, inspecting, repackaging, & handling a return.
Packaging that is defaced with writing, marker or tape.
Products that have missing parts, instructions or packaging materials.
Torn or ripped manufacturer boxes.
Scratched or damaged merchandise.
For more information visit LightingCatalog.com
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