RETURNS & EXCHANGES

OUR RETURN POLICY

Alcon Lighting customers may return any non-assembled and unused item(s), in original packaging, within 14 days of receiving the original shipment. Customers are responsible for applicable return shipping charges. Customers must return the item(s) within 10 days of the issued Return Merchandise Authorization (RMA) number. Please allow 3-5 business days for the processing of a refund. Customers can cancel for a full refund within 24 hours from the time they place their order. Any cancellation after production has started is subject to a restocking fee. It is the customer’s responsibility to ensure the accuracy of their product selection and information when placing orders. For phone orders, customers must check their email receipt for accuracy within 24 hours of placing the order. Please note that special terms apply to products that are built-to-order.

Please note that due to customs, shipping, and duty fees, we are unable to accept returns on any Canadian orders. All orders shipped to Canada are final sale.

Did you receive an incorrect shipment?

It is the customer’s responsibility to check all products for order specifications upon receipt and before installation. If you have received an item that does not appear to be the item you have ordered, or match the specifications of your order, please contact our customer service department within 24 hours of receiving the order. Our customer service department will facilitate the return and replacement of your order. Receiving the replacement is dependent on the return of your original order and the relevant assembly time. If you would like to expedite the process, you may place a separate order. Once we receive your original order, we will issue all applicable refunds or credits.

Built-To-Order & Non-Refundable Items

Alcon Lighting provides a range of specification-grade, made-to-order products that may be non-returnable or subject to a restocking fee. For restocking fee percentages or to determine if a product is eligible for return, please check the product page for the return policy and restocking fee.

PRODUCT WARRANTY

The customer acknowledges that occasional product defects, while unfortunate, are an inherent aspect of manufacturing and trade. Alcon Lighting does not provide installation or removal services for defective fixtures, and labor costs related to these services are not reimbursable. Customers are advised to test and confirm that all fixtures are functioning properly by powering them on before proceeding with installation.

Our production teams are dedicated to upholding strict product performance standards. However, despite these efforts, defects may occasionally occur. To determine whether a specific item qualifies for our manufacturer warranty coverage, please refer to the product’s specification sheet and Alcon Lighting’s Warranty Terms.

DAMAGED IN TRANSIT

We understand that a product may be damaged during transit. Please inspect all packages upon delivery. If you receive a damaged package from UPS, FedEx, USPS, or DHL, please inform us within 24 hours. Be sure to include photos of the damaged boxes and affected light fixtures, as claims without documentation won’t be accepted by the carrier. After your submission, please allow Alcon Lighting 3-7 business days to file a claim on your behalf and work to resolve the issue with the carrier.

For large items delivered by pallet or private trucking, it’s the customer’s responsibility to inspect the delivery carefully upon receipt. If you sign for a delivery without noting “damage,” you assume responsibility for any damaged merchandise. If the products appear to be significantly damaged, please refuse delivery. Additionally, inform our customer service department about the refusal so we can track it and anticipate the return, which will help speed up the replacement process.