Politique de remboursement

Cancellations

You may cancel an order within 72 hours of placing it. Custom and special-order items may not be eligible for cancellation, and restocking fees may apply. If your order has already shipped (including orders shipped within the 72-hour window at your request), it cannot be canceled and will be treated as a return.

Cancellation fees may apply to orders being consolidated at our warehouse. Any cancellation fees charged by the manufacturer are your responsibility and will be deducted from your refund.

To request a cancellation, please email sales@thelighting-gallery.com with your name, address, Lighting Gallery order number, the items you'd like to cancel, and the reason for your cancellation. You'll receive an email confirming we received your request, followed by a second email letting you know whether the cancellation was successful. Please allow up to 72 hours for confirmation.

Once an order is in transit from its original location, it cannot be rerouted, redirected, or canceled. If you'd like to return the item, please email sales@thelighting-gallery.com and you will receive return instructions within 2 business days.

Note: Do NOT refuse delivery of non-damaged goods. Refusing delivery will result in a restocking fee, may result in the loss of your product, and may void your eligibility for a refund. You may also be charged round-trip shipping costs.

Returns

We understand that sometimes an item just isn't right for your space. Maybe it doesn't match your décor, or you simply don't like it. If you're unsatisfied with a product for any reason, you may return it within 30 days of delivery or exchange it for something else (restocking fees may apply; see below). We want to make sure you get the right product for your space.

To be eligible for return, items must be in original, new, uninstalled condition, with all original parts and packaging. You are responsible for the cost of return shipping. The full return process can take up to 6 weeks, depending on the manufacturer's backlog.

To request a return, email sales@thelighting-gallery.com with your name and order number, or submit a request online:

  1. Log in to your account (click here). Enter your email address and click Continue.
  2. Check your email for a six-digit verification code from our store, and enter it on the site.
  3. Click the order you want to return. If the order has more than one item, select the items you're returning.
  4. Choose a return reason, add a note, and click Request return.

If your return is approved and requires shipping, you'll receive an email with shipping instructions. Once we receive and inspect the item, your refund will be processed.

Return Authorization: Your return authorization is valid for 30 days from the date it's approved. Items must be shipped back within that 30-day period. Returns received after the authorization has expired may not be accepted.

Products Not Eligible for Return or Exchange

We cannot accept returns on:

  • Custom and built-to-order items
  • Floor models, open-box, and clearance items
  • Large orders (single fixtures over $5,000, or orders totaling over $5,000 on multiple quantities of the same fixture)
  • Any product that has been modified, installed, or used in any way (including cut, clipped, or stripped wires)
  • Items not in resalable condition, or items missing the original packaging
  • Items not purchased by the original customer (original purchase receipt required)

Restocking Fees

Restocking fees vary by brand and product, as some manufacturers charge a fee on returned or exchanged items. Lighting Gallery works closely with our partner brands to offer you the best possible return and exchange terms.

Defective Product

All items come with a one-year Lighting Gallery warranty. Any qualifying defective item purchased from Lighting Gallery will be repaired or replaced at our discretion. If your item has a manufacturer's defect or arrives missing parts or components, please email sales@thelighting-gallery.com with your order number, a description of the issue, and photos if possible. A Claims Specialist will reach out to you within 2 business days.

Damage Claims

Items can occasionally be damaged during packaging or shipping. All damage must be reported within 5 business days of delivery, so please inspect all packages as soon as they arrive, regardless of when they will be installed.

Lighting Gallery cannot be held responsible for damaged goods if we are not notified within this time period. If you believe your order was damaged in shipping, please email sales@thelighting-gallery.com right away and include photos of the damaged product and packaging. A Claims Specialist will reach out to you within 2 business days.