Returns & Replacements
From time to time you may be faced with a purchase that you were not completely satisfied with or perhaps came damaged. This section of our website explains the details of our return process as well as information on how to get replacements for damaged goods. Please note that every line on our website carries different policies and it is important that you read this section so that you can be completely satisfied with your shopping experience.
What is your return policy?
Merchandise may be returned up to 21 days from the date of receiving the order for a refund. A $15 shipping and handling charge may be applied, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf if applicable. In some cases, a 25% restocking fee will be applied for product lines NOT found on our "No Restocking" brand listing. All returns must be authorized in advance and must have a valid issued Returned Goods Authorization (RGA) number before being shipped back. Any returns sent back without a valid RGA number will not be accepted and no credit will be issued. Refusal of product is not considered a return and a credit will not be guaranteed. Returns made outside of our stated policy are subject to additional shipping and restocking fees depending on the supplier and situation. To avoid delays in issuing a credit to you, please provide us with return tracking information so that we may confirm the product has been returned to the manufacturer.
Please note, refunds for returned products cannot exceed the originally charged amount.
Damaged or defective items:
We will replace any defective, damaged, or wrongly shipped item if you notify us within 21 days of receipt. If you choose to return a defective, damaged or mis-shipped item without providing us the opportunity to replace it, a $15 shipping and handling cost will be applied, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf. A 25% restocking fee may apply to your return.
Refunds will only be issued under the following conditions:
1. The merchandise must be in re-saleable condition, in its original carton, including all packaging materials and accessories.
2. Merchandise must not have been installed or altered in any way.
3. Customer is responsible for shipping. Only brands included in our Prepaid Return Program are exempt from return shipping fees.
4. No returns will be allowed for Discount or Clearance products, except for damaged or defective shipments.
5. No returns on bulb or part orders.
6. No returns on Hadco custom ordered products.
7. Claims after 21 days of receipt are not eligible for return or replacement.
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How do I make a return?
To start the process, simply complete our short Return Request Form - Click Here. One of our customer service representatives will process your request and an RGA number will be issued. They will also provide you with return shipping instructions via email. The merchandise should be packed and returned in its original carton, including all packaging materials and accessories. Once you are provided an RGA number and return shipping instructions, please ship the package prepaid via UPS, FedEx or DHL, insured and retain the tracking information in case there is a problem with the return shipment. To avoid delays in issuing a credit to you, please provide us with return tracking information so that we may confirm the product has been returned to the manufacturer.» back to top
Why do you charge a restocking fee?
We know the restocking fee is not convenient for our customers, but it is necessary for us in order to recoup some of the losses we take on returns. The fact is that our suppliers charge a restocking fee to us (often in excess of the 25% we charge our customers) and we are passing on a part of it to our customers. If you’re unsure about a purchase, give us a call and let us assist you before buying. We’d like to help you avoid the inconvenience and expense of making a return by helping you select the right product for your lighting needs. See our list of No-Restocking fee brands in the right column.» back to top
Are there any exceptions to the restocking fee policy?
Yes! There is no restocking fee on a significant selection of our brands. This means that the restocking fee is waived when you return an item from one of these suppliers. In the event that you need to make a return on one of the above suppliers products, you would be refunded your entire purchase price, less $15 for shipping and handling costs along with any additional expidited shipping charges or residential delivery fees incurred on your behalf. No restocking fees will be charged! (Please note that the return conditions still apply to these suppliers). This exception does not apply for OpenBox, Discount and/or Clearance products, unless damaged or defective. » back to top
Canadian Customer Refunds:
All purchases, refunds and credits for products on this site are shown and charged in U.S dollars. Your bank will make all necessary conversions based on the exchange rate at the time of the transaction. We are not responsible for any additional charges or timing differences that your bank may charge you for the transactions, refunds or credits. If you have any questions about your exchange rate or credit card fees please contact your credit card company or bank for more details.
I called your toll-free number to make a return and was asked to submit my return request in writing. Why do you need it in writing?
By submitting in writing, we can process your request more effectively. This also benefits you, the customer, by documenting the transaction in case there are any issues. If you’d like to initiate a return, please CLICK HERE to complete our return request form. » back to top
What is an RGA number?
An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue you an RGA number (if applicable) with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number. » back to top
I've returned my order without an RGA#. When will my credit be issued?
We require an RGA# on ALL returns. The RGA# helps identify a package once it is returned. If you return a product without an RGA#, we cannot issue a credit as we will not be able to identify it to a specific order or request. » back to top
Are Openbox products returnable?
Unfortunately no. Do to the nature of these types of products, we can not take them back a second time. The idea behind this promotion is that we transfer great savings to you for products that you desire and are readily available in our warehouse. In the event that receive damaged goods we will replace them per our replacement policy. You can view our OPENBOX product policy HERE. » back to top
My shipment arrived damaged or defective. How do I get a replacement?
In spite of our best efforts, occasionally products will sustain damage in transit. We’ll get replacement parts or a replacement fixture to you as soon as possible, free of charge. To help us expedite your request, please complete our Damaged Items Form - Click Here. Please provide as much detail as possible about the damaged fixture so that we can rectify your issue in a timely fashion. This replacement policy ONLY covers the cost of replacing a full fixture or part thereof, at our expense. If a full replacement is required, we will send you a replacement acknowledgment form that must be signed and returned (by fax or email) before a replacement will be sent.
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What is your return policy on Commercial/Large Job orders?
Commercial/Contractor/Large Job orders over $2,500 or ten units will be subject to a 50% restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. This policy does NOT apply to residential purchases by end users. We reserves the right to change or modify this clause on a case by case basis.
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*If you return or cancel an item that you purchased with a gift certificate, credit will be refunded back to that same gift certificate. The gift certificate may then be used to make a future purchase with us. We are unable to issue a check for credit on purchases made with a gift card.» back to topWe will not be held liable for 3rd party charges (ie. electrician or contractor charges).