RETURNS & EXCHANGES

OUR RETURN POLICY

14-Day Hassle-Free Returns

Customers who are not completely satisfied with their purchase and would like to return a non assembled-to-order item, unused, in original packaging, may return the product within 14 days of receiving the original shipment. Return shipping charges are the responsibility of the customer.

Customers have 24 hours from the time they place their order to cancel for a full refund; otherwise, a 10% cancellation fee will be charged before production begins. It is the customer’s responsibility to ensure the accuracy of their product selection and information when placing orders online. For phone orders, customers must check their email receipt for accuracy within 24 hours of placing the order.

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

Did you receive an incorrect shipment?

It is very important and also your responsibility to check all the items in your order to make sure they meet your desired specifications upon receipt and before installation. If you have received an item that does not appear to be the item you have ordered, please contact our customer service department within 24 hours of receiving the order. Upon confirming that you have received an incorrect shipment, our customer service department will provide you with a return label that you may use to return the incorrect item back to our facility. Upon receipt of the return, we will work on shipping out the correct product (usually dependent on build-time) as soon as possible. If you would like to expedite the process, you may place a new replacement order and wait for us to receive the return for your subsequent credit.

Custom-Assembled & 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 upon return. While certain items cannot be returned, others my be returned with a restocking fee. For specific details about the restocking fee percentage or to determine if a product is eligible for return, please check the product page for comprehensive return information and restocking fees.

WARRANTY INFORMATION

At Alcon Lighting, we understand that on occasion, there may be a product defect resulting in product failure. To determine whether the item in question is covered under a manufacturer warranty, please refer to the product specification sheet.

Labor charges from the uninstallation of defective lights will not be compensated. It is the responsibility of the customer to power the fixture(s) for proper functionality prior to installation.

DAMAGED IN TRANSIT

At Alcon Lighting, we also understand that a product may be damaged during the transit process. Rest assured that we will do everything we can to bring the issue to a satisfying and timely conclusion- at no expense to you.

To provide this level of service, we kindly ask for your assistance with a thorough product inspection upon delivery. If you receive a damaged package from UPS, FedEx, USPS, or DHL, please submit your request within 24 hours. Be sure to include photos of the damaged boxes and light fixtures, as claims without documentation cannot be processed. After your submission, please allow Alcon Lighting 3-7 business days to file a claim on your behalf and work to resolve the issue promptly.

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