Return Policies
General Return Policy
If the product has not been used or installed, is in its original packaging, and is in resalable condition it may be returned within 30 days of the receipt of your order for a refund, less a twenty-five percent (25%) restocking fee and the initial shipping cost. The fixture cannot have been installed or modified in any way. The fixture must be enclosed in the original box with sufficient packaging material and have a Return Merchandise Number (RMA#), issued by lightworld.com, on the returned box. To initiate the return process send an e-mail to support@lightworld.com clearly stating your situation and what you would like to return.
The following types of items and orders do not qualify for returns or refund
- Orders having an invoice total greater than $ 2,000.00
- Light Bulbs, Parts, and Shades do not qualify for returns unless the error was the fault of lightworld.com
- Items not purchased from lightworld.com are not eligible to be returned.
- Custom orders or products that have been built to order cannot be returned unless they have a defect
- Special Purchases, such as: Inventory Sale Items, Custom Quotes, Special Discounts and the like
Why a 25% Restocking Charge?
Most of lightworld.com's products are drop shipped directly from each individual manufacturer. Therefore when an item is returned, it must be sent back to the manufacturer. Every manufacturer charges a certain amount for item(s) returned back to them, usually from 25% to 50% of the cost and up. Because of these charges, we pass on a portion of the fee to our customers in the form of a 25% restocking fee, which helps us recover some of the losses we experience as a result of the return. We understand that returns are sometimes necessary, however; we hope to encourage our customers to plan their purchases carefully, which will help them avoid having to go through the hassle of a return.
Return Policy for Products Damaged During Shipment and Defective Products
After receiving your shipment, you have two weks in which to inspect the product(s) and inform lightworld.com of any defects in the manufacturing or damages that occurred during shipment, prior to delivery. If you determine your product is defective or was damaged during shipment, please follow the procedures for contacting Customer Support. Customer Support will give you the option to order a replacement or receive a full credit for the defective or damaged goods. If you fail to notify lightworld.com within two (2) weeks of delivery of any defective or damaged merchandise, lightworld.com is not responsible for the defective / damaged product and will not be able to service you with a replacement or refund.
How to Return Lighting Fixtures
To return lighting fixtures for any reason, simply e-mail us at support@lightworld.com or call us at 1-800-339-7690. A customer service representative will issue a Return Merchandise Authorization Number(RMA#), provide return shipment instructions, and assit you with all other return questions. Returns must include the original box,m packaging, and accessories.
After receiving the Return Merchandise Authorization Number, the customer will have 30 days in which to return the product to lightworld.com. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.
The Customer's Responsibilities When Returning Products
When returning produc(s) to lightworld.com it is the customer's responsibility to pack the product in the original box with sufficient packaging material, mark the box with the issued RMA (Return Merchandise Authorization) number, and it is in the customer's best interest to insure the package. Any item received damaged at lightworld.com is the customer's responsibility and no replacement or refund will be issued.
Products that are Damaged During Return Shipment
If the product is damaged during shipment back to lightworld.com, we will not be able to issue the customer a refund or credit for the product. We will inform the customer via email that the item(s) were received damaged and we will hold the damaged product up to 45 days. It is the customer's responsibility to file a claim with the shipping carrier and to instruct us concerning the disposition of the damaged product. If we have not received notification or response from the customer within 45 days, the item will be field destroyed.
Refunds
The customer will be refunded once we have received the returned item and inspected the item for damage. Please note that we can refund shipping costs only if the return is a result of our error.
Order Cancellations
Unshipped items can be cancelled as long as the item was not manufactured specifically for you. Some items, while they can be cancelled, involve a manufacturer's cancellation fee, for which the customer is liable.