Exchange & Return Policy
Custom orders cannot be returned or exchanged. Time and effort goes into every fixture we sell, but more so for custom fixtures. In addition, accepting a return on a custom fixture would put us in a sticky position. We probably won't be able to sell it to someone else.
Preference returns are returns/exchanges of unused products that are made for any reason other than receipt of damaged/defective OR incorrect merchandise. Fixtures that have been installed are considered used fixtures.
Preference returns are available upon email approval. Preference returns will not include pre-paid shipping labels or insurance.
Original shipping charges --which are included in the purchase price of each fixture-- are not refunded to the customer in a preference return.
For a list of these return charges or any other questions about the return policy, please email us at firstname.lastname@example.org. Preference returns will not be permitted for orders that have arrived more than 60 days ago. If a return is initialized, but not returned within 60 days of delivery, the customer automatically forfeits a flat $50 or 10% of the cost of the order, whichever is greater.
Incomplete, Incorrect, and Damaged Orders
In order to help you, we need to know: (1) your order name, (2) order number, and (3) what you ordered. In the event of damage, you must provide pictures of the damage. If something is missing, briefly describe what you need. All damaged, incomplete, or incorrect orders must be reported WITHIN 30 days from the date of delivery by the 3rd party shipping carrier.
All damaged and incorrect orders must be returned before a replacement can be sent.
Time Sensitive Deadlines
30 DAY DEADLINE: All damaged, incomplete, or incorrect orders must be reported WITHIN 30 DAYS from the day the item was delivered by a third party shipping carrier.
60 DAY DEADLINE: Preference Returns WILL NOT be permitted for orders that were delivered and/or received over 60 days ago. Returns that are initialized but not completed within 60 days of delivery automatically forfeit $50 or 10% of the order, whichever is greater.
We are based in the US. Your order may result in import fees and/or brokers fees because you're importing a commercial product into Canada from the US. We are not responsible for either of these fees. Brokers fees can be avoided if you notify UPS that you will self-broker the import. We recommend reading this: https://www.ups.com/assets/resources/media/en_CA/rate_guide_ca.pdf and https://goingawesomeplaces.com/how-to-avoid-paying-ups-brokerage-fees-in-canada-self-clearance-instructions/ .
We will not reimburse you for any fees incurred purchasing an item from us to import to Canada.