Returns
Canada Light Shop strives to provide customers with the best customer experience on the web and offers a very convenient replacement and return policy. The details of the policy are listed below, and our dedicated customer service agents are always available to help.
What is Your Return Policy?
At Canada Light Shop, we strive to provide a hassle-free return process. However, specific conditions must be met for a return to be accepted. Please read the following carefully:
Return Notification
· Customers must notify Canada Light Shop within 14 days of receiving the delivery if they wish to return the product. Returns cannot be accepted after 15 days from the delivery date.
· To initiate a return, please contact us via email. We will confirm receipt of your request within 24 hours on weekdays and 48 hours on weekends.
· A Return Goods Authorization (RGA) number is required for all returns. Returns will not be accepted without this number. Our customer service team will provide you with the RGA number and instructions for returning the product.
· Customers are responsible for the cost of return shipping unless the return is due to a shipping error or a defective product.
· To ensure safe transit, please use the original packaging and include all components. Failure to package items properly may result in damage during shipping, which could void the return.
· For manufacturer defects, please notify us within 14 days of delivery. In some cases, we may require photos or videos to verify the defect. If the defect is confirmed, we will arrange a replacement or refund at no cost to you.
Condition of Product
· The product must be in original packaging, unused, and in resalable condition (no cut wires, scratches, or signs of installation).
· Installed, wired, or modified products are not eligible for return unless there is a verified manufacturer defect.
Non-returnable Items
· Items that cannot be returned include:
o Custom orders
o Clearance items (marked as such at the time of sale)
o Final sale items
o Items discontinued by the manufacturer
o Products that have been installed, wired, or altered
o Light bulbs and opened accessory items
Cancellation Policy
· Once an order has been shipped (whether from our warehouse or directly from the manufacturer’s warehouse), it cannot be canceled.
· If a shipping label has been created, the order is in transit and is subject to our return policy.
Restocking Fees & Store Credit Option
· Restocking Fee: Returns are subject to a 25% restocking fee, which will be deducted from the refund amount. The restocking fee covers the costs of inspection, repackaging, transport fees to the manufacturer, and administrative processing of returns.
· Store Credit Option: Alternatively, we can waive the restocking fee and issue you a full refund in the form of store credit (gift card) to be used for future purchases.
Special Orders
· Any order considered a ‘special order’ is subject to our return policy once it has shipped from the supplier.
· To avoid incurring a restocking fee, the order must be canceled before the supplier releases it for shipment.
· Large fixtures may require special return shipping arrangements. Please contact us for details before initiating a return.
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How Do I Make a Return?
To return an item, please send an email to Customer Service requesting a return authorization number (RGA). After your request is received, we will:
1. Issue an RGA number and provide the return address for shipping.
2. Issue credit within 30 days after the product is received and inspected by the manufacturer.
3. Credits will not be issued for products damaged or lost during shipment. You are responsible for filing a claim with the carrier in such cases. We strongly recommend properly packaging all return shipments and providing us with tracking information.
Damaged Returns
· If a returned item is found to be damaged or not in resalable condition when it arrives at our warehouse, we will contact you to inform you of the issue.
· No refund will be issued in these cases. You will have the option to have the damaged item shipped back to you at your expense within 14 days.
· If we do not hear from you within 14 days, the damaged item will be disposed of.
· If your returned item is damaged upon arrival at our warehouse, you may file a claim with the shipping carrier. If you need assistance, we can provide documentation regarding the condition of the item upon receipt.
Warranty & Damaged Shipments Policy
At Canada Light Shop, we stand behind the quality of our products and are committed to ensuring that your order arrives in perfect condition.
Damaged, Defective, or Broken Products
If your order arrives damaged, defective, or with broken parts, please notify us within 14 days of delivery by emailing support@montreallighting.com. We are unable to provide free replacements for broken or scratched items reported after this period.
To process your claim, we or the manufacturer may require photos or videos of the issue before a replacement can be shipped. We will respond within 24 hours on weekdays (48 hours on weekends) and guide you through the replacement process.
Once approved, we will work with the manufacturer to repair or replace your product as quickly as possible. Please note that Canada Light Shop does not cover expedited shipping costs for replacement items.
To ensure a smooth process, please retain all original packaging until your claim is resolved. If a return is required, we will provide instructions on how to proceed. In cases where a return is necessary, the shipping cost will be covered by either Canada Light Shop or the manufacturer, depending on the circumstances of the claim.
Missing Product Claims
If any product from your order is missing upon delivery, please notify us within 14 days of the delivery date by emailing support@montreallighting.com. We are unable to process claims for missing items reported after this period.
Late Damage Reports
If damage is reported after the 14-day period, we regret that we cannot offer a free replacement. However, we are committed to assisting our customers and may provide a discount on a replacement or offer to facilitate a repair at the customer's expense. Please contact our support team to discuss available options.
Warranty Coverage
After the 14-day damage reporting period, our warranty applies only to electrical issues and does not cover physical damage such as scratches, cracks, or broken parts. If you experience an electrical malfunction, please contact us for assistance, and we will work with the manufacturer to resolve the issue under their warranty terms.
Canada Light Shop’s warranty is limited to the initial cost of the product and does not cover:
- Consequential damages (e.g., damages to property or other equipment)
- Labor costs related to installation or removal
- Products that have been altered, improperly installed, or misused
- Lightbulbs, including those that ship with fixtures
A defect must be reported within one (1) year from the date of purchase to qualify for warranty service.
For any questions or concerns, please contact our customer service team—we are happy to assist you!
