We know it can be hard to determine if something is the right fit from a few pictures online, that's why we're happy to take returns on most orders. Below you will find the steps to our returns process, along with frequently asked questions. If you are ready to initiate your return request, click here.
If you received damaged product, click here to request a Replacement.
You first need to file a return request here or login to your account and go to the "My Orders" section. After filing your request, we will provide you with instructions via email. In many cases, instructions will be sent within 24 hours, but some brands may take up to 5 business days to issue the RGA (return authorization) number, and then we will email you the return instructions. We do not provide return labels, customer's are responsible for shipping fees back to us.
After reviewing the instructions provided to you, prepare your products for shipment by making sure the merchandise is in its original packaging. Products that have been installed or altered are not eligible for return. Please read the conditions list below for further details.
Once your product is ready for shipment, you can take it to a local carrier facility and drop it off if using one of our prepaid labels (usually FedEx). If shipping the item back yourself, we require a trackable method (UPS, FedEx, Purolator). Please ensure that the "RGA" number provided with the instructions is on the return label (please do not write on the actual box). Please provide us with the tracking number of the shipment using this form OR send us the tracking number and original order # to email@example.com
Once the merchandise is received back at the warehouse, it will be inspected. Upon inspection approval, you will be refunded and notified via email. We estimate credit will be issued within 5-10 business days from the day the item is received back.
IMPORTANT: To ensure a full refund, please make sure the following conditions are met:
- You must submit a return request to CanadaLightingExperts within 30 days of receiving the product. All return requests after 30 days will be denied and closed.
- All merchandise that is returned must have an RGA number.
- Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.
- Merchandise must not have been installed or altered in any way, including cutting or clipping wires.
- No returns will be accepted for large quantity orders, custom products and special orders, or large project quotes.
- No credit will be issued for any shipping costs (including expedited shipping fees or shipping charges to Alaska, Hawaii, or Canada).
- Accessories (down rods, remotes, lamp shades, mounting hardware, Palm Fan Blades...etc.) and replacement glass are non-returnable.
- We will not be held responsible for any labor costs, which occur as the result of the installation of wrong or defective parts.
- Returns made outside of this stated policy may be subject to shipping and restocking fees depending on the situation.
- Free return shipping is not offered on orders shipped to Canada, Hawaii or Alaska.
- Do you charge restocking fees on returns?
No. We do not charge restocking fees. CanadaLightingExperts takes care of those fees for you.
- 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 an RGA number with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
- Are Closeout products returnable?
Unfortunately, no. Closeout items are confirmed discontinued goods by the manufacturer - they are discounted in price and considered final sales. We state "non-returnable" on both the product page as well as the confirmation email for closeout items to prevent any confusion or issues.
- How long until I receive my refund?
Once the merchandise is received back at our warehouse, it will be inspected. Upon inspection approval, you will be refunded and notified via email. We estimate credit will be issued within 5-10 business days from the day the item is received back.
- Do you issue credit on orders older than 90 days?
If your original order is older than 90 days, we will have to issue a refund via check. All check refunds will be sent to the same billing address provided on the order, and are typically issued within 14 days of final approval of the return.