Return Policy

Your satisfaction is our Number One Goal and we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don't like or that doesn't match your decor, our experienced customer service staff is just a call or click away and will guide you through our easy return policy.

Note: If your product has arrived damaged or doesn’t work properly, please refer to the “Damaged & Defective Goods Policy” below.

Return Process

1. Returns must be initiated within 30 days of the date of receipt.
2. A Return Goods Authorization (RGA) is needed for all returns. To submit your request for an RGA, please click here.
3. A customer service representative will contact you within 24 business hours to confirm your request. In most cases, a return shipping label and instructions will be emailed to you.
4. Shipping product back:
   • Products must be re-packed in the original box with the original packaging material.
   • Use the return shipping label provided and write the RGA # on the shipping label as instructed.
   • Do not write on the box. Improper labeling may result in the denial of the return.
   • For your protection, your return will be shipped via UPS or Fed-Ex so that full tracking information, including delivery confirmation, can be provided. If we cannot confirm delivery of the item, than a credit cannot be issued.
   • Once packaged and labeled, drop the product off at a UPS or Fed-Ex ship center, as designated by the return shipping label and instructions. Please obtain a receipt with tracking information.
   • You will have 7 days in which to return the product from the date you are provided your RGA #. After 7 days, the RGA will expire and no replacements or refunds can be given.
5. Refunds: Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin. Customers will be refunded, less freight charges, via the same method in which the item was purchased. Please allow for 7-10 business day from the receipt of return for a refund to be issued.

Items returned without the proper RGA# are subject to an automatic 50% restocking fee or complete forfeiture of your refund. Please read your return instructions carefully to avoid delays and unnecessary expenses.

Items not eligible for returns/credit include:

• Special purchases, including: clearance items, inventory sale items, etc.
• Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
• Any item that is not in resalable condition.
• Any item not accompanied by a Return Goods Authorization Number (RGA#) issued by a customer service representative. Any item that is not in the original box with sufficient packaging materials.
• Commercial/Contractor/Large Job orders: Orders containing 6 or more of a single item or orders with an invoice total greater than $1,500 may be subject to a restocking fee if returned for any reason other than manufacturing defect. If needing to order large quantities, we suggest ordering a sample product prior to placing your main order. Our lighting consultants are also available for assistance on large orders.
• Light bulbs, parts, and glass shades.
• Any item not purchased through our website.
• Shipping & handling charges.

Damaged & Defective Goods Policy
We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion - at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item. If damage is noted, it needs to be reported to customer service within 48 business hours of the delivery date. Additional instructions will then be provided.

Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, instead of refusing the package, please contact our store immediately. If damages are reported within 7 days for UPS or FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify us of defective or damaged merchandise within 48 business hours of receipt.

Large Package Deliveries
Immediate inspection is especially important when receiving large items (such as a chandelier, large pendant, or glass items) from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify our store of refusal so we can anticipate the return and send out a new item. Internal will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item. Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case a customer service representative will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.

Cancellation Request
If you would like to cancel an order that has not shipped from our store or the manufacturer, simply contact one of our customer service representatives at 518-798-9503. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation. Please be aware that some items may have already shipped from our store or the manufacturer and be in route for final delivery to you. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs. Some items that are custom made or built-to-order cannot be cancelled.

Items on Backorder
If you are cancelling an order due to backorder, we recommend you first call our store to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly at 518-798-9503.