To request a cancellation please contact Customer Support team and we will attempt to stop or modify the order. Once an item has shipped, cancellation is not possible. In most cases custom, special order and non-returnable items cannot be cancelled. Cancellation requests may take 1-2 Business Days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you may have the option of returning the item once it is received. A refund will be issued following the standard return process.
Damaged or Defective Product
We will pay the return shipping costs if you received an incorrect or defective item. Products must be inspected and damages or defects reported to Luxury Lighting Direct within thirty (30) days past delivery date. We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Support Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Requests to replace an item always receive priority handling at Luxury Lighting Direct to keep your project on track. But, please note that these requests are subject to availability. Upon damage approval with a Return Goods Authorization, Luxury Lighting Direct will have the option of requesting the product shipped back, with the proper RGA and shipping label or have the customer dispose of the product. A new product replacement then will be shipped to the customer. Luxury Lighting Direct is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.
Products that are in good condition however the customer is dissatisfied with their purchase may return their purchased merchandise up to thirty (30) days past delivery date with no restocking fee. No returns will be accepted post thirty (30) days of delivery date. Luxury Lighting Direct will not accept products back that have been installed and used. Each return request will be managed by a Luxury Lighting Direct support team member and will be reviewed on a case-by-case basis. No return will be accepted without an approved Return Goods Authorization ("RGA") from Luxury Lighting Direct. The customer is responsible for all costs associated with the return shipment on dissatisfied claim returns. A refund or credit will be issued upon receipt of the product/s and approved quality check of each product.
You may return most items within 30 days of delivery for a full refund. Luxury Lighting Direct accepts returns on a vast majority of our products in new, uninstalled condition. Replacement parts and Bulbs are not returnable. All returns should be accompanied by a Return Goods Authorization (RGA). To receive a RGA, please provide us the following information to [email protected] with the with any additional details about the product you would like to return.
Reason for Return
Photo(Damaged or Defective Item)
Or Fill out the Return form below. In the Comments and questions section please include (SKU, Quantity, Reason for Return) if the item is Defective or Damage please email a photo to [email protected]
Upon approval our Customer Support team will provide you with the detailed return instructions. You are responsible for the return shipping cost of any item you return. Your refund credit will be issued after the item has been received and inspected. Refunds are usually issued between 10 - 14 Business days after the item is received.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any International orders. All orders shipped to Internationally including are final sale. Returns from some Canada orders are accepted. Please contact our Customer Support team for more information.
Items marked "Non-returnable" may not be cancelled or returned. Custom or Made-to-Order items, imported items, and certain large volume orders are also non-cancellable and non-returnable.
Customer orders are custom-made upon order and are non-cancellable, non-returnable and non-refundable with the exception of manufacturer defects or damages. Customer will have twenty-four (24) hours from placement of custom orders to cancel. After twenty-four (24) hours, a fifty (50) percent deposit will be retained by Luxury Lighting Direct and cannot be refunded.
Clearance items are considered final-sale items and cannot be returned unless product is received with a manufacturers defect.
Most of Luxury Lighting Direct lighting fixtures will have a one (1) year limited warranty from the date of delivery on standard, non-clearance purchases. Luxury Lighting Direct will warrant all its products to be free from defects in material and workmanship. For any LED products, Luxury Lighting Direct will extend the electrical components for up to five (5) years. All warranties only apply to the original end use purchaser and original installation of products. The warranty is not transferable. The warranty is good for residential and commercial applications. Luxury Lighting Direct will have the option to repair, replace or make appropriate adjustment on a case-by-case basis.
Luxury Lighting Direct nor our suppliers are liable for any indirect, special, consequential or incidental damages including, without limitation: lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Luxury Lighting Direct, damages resulting from use of or reliance on the information present, even if Luxury Lighting Direct or its suppliers have been advised of the possibility of such damages. Please contact Customer Support for more information.