RETURNS & REPLACEMENT INFORMATION
What is your return policy?
All returns must be authorized in advance by Lighting Design Pros 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.
Returns made outside of our stated policy are subject to additional shipping and restocking fees depending on the supplier and situation. Please note, refunds for returned products cannot exceed the originally charged amount.
Damaged or defective items: We will replace any defective or damaged item or wrong item shipped, if you notify us within 21 days of receipt of the item. If you choose to return a defective, damaged or misshipped 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, and a 25% restocking fee may apply to your return. All other returns: Merchandise may be returned up to 21 days from the date of receiving the order for a refund, less $15 for shipping and handling costs will be applied, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf, and a 25% restocking fee. Please see more details and exceptions to the restocking fee policy further down.
Refunds will only be issued under the following conditions:
- The merchandise must be in re-saleable condition, in its original carton, including all packaging materials and accessories.
- Merchandise must not have been installed or altered in any way.
- Merchandise must be return shipped at customer’s expense.
- No returns will be allowed for Discount or Clearance products, except for damaged or defective shipments.
- No returns on bulb or part orders
- No returns on Hadco custom ordered products All items that were delivered more than 21 days ago are considered FINAL sales and are not eligible for return or replacement.
How do I make a return?
To start the process, simply complete our short Return Request Form. One of our customer service representatives will then request an RGA number from the manufacturer and provide you with return shipping instructions. You should pack the merchandise to be 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.
Why do you charge a restocking fee?
We know the restocking fee is not convenient for our customers, but quite honestly, it is necessary for us to charge the restocking fee 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.
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 expedited shipping charges or residential delivery fees incurred on your behalf. No restocking fees will be charged! (Please note that the conditions for returns listed above still apply to these suppliers, including the responsibility to ship back the product at the buyer’s expense).This exception does not apply for Discount and Clearance products, except for damaged or defective shipments.
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?
We have found that we get much clearer information from our customers when we provide a simple format in which to submit the information in writing. Also, we are able to work more effectively with our suppliers on your behalf if we have a clear understanding of why you would like to return an item. If you’d like to initiate a return, please click here to complete our return request form.
What is an RGA number?
An RGA (Returned Goods Authorization) number is simply a way for our suppliers to track shipments that are being returned to them. When you request a return, we will contact the supplier, who will issue an RGA number related to your return. We will pass that number onto you to include with your return shipment. No returns will be accepted without an RGA number.
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 received at the warehouse. If an RGA# is not identified on a return item, we have no way of connecting the item to an order. If you return a product without an RGA#, we cannot issue you any credit as we will not be able to identify it to a specific order.
My shipment arrived damaged or defective. How do I get a replacement?
In spite of our best efforts, occasionally a light fixture 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, giving us as much detail as possible about the damaged fixture. Having a detailed description of the problem helps us resolve the issue and get the new parts or a new fixture to you as fast as possible. If we need to replace the entire item, (rather than just sending parts), we will send you a replacement acknowledgment form, that you must sign and return (by fax or email) before a replacement will be sent.