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Returns and Exchanges

Return Policy

We attempt to guarantee your 100% satisfaction with any of our products for a period of 7 days after receipt.

In the event of a return, please contact us by filling out our Customer Service Return Form or by calling our Customer Service Department at 1-800-880-1507.

After contacting our Customer Service department, you will receive detailed return procedures.

We are able to exchange, refund or provide a store credit if your merchandise is returned and received within 15 days from the date of receipt.

Only returns that have been pre-authorized may be returned. Upon verifying the reason for the return and if an item qualifies, you will be issued a return authorization number (RMA).  You must write this number on the outside of the box in order for your return to be accepted. After 15 days, all sales are final. Unfortunately, we do not provide refunds/credits for shipping/handling charges for returns over 15 days or final sale products.

PacificHomeLighting.com asks that merchandise be returned in its original condition meaning that the merchandise is unworn, unused, unwashed, uninstalled and re-packaged in original packaging in which it was received. Please include a copy of the invoice or packing slip with your reason for return.

Items returned that are non-eligible, unauthorized, without a return authorization number (RMA), past 15 days, or not in original condition will be returned to customer at the customer's expense.

We are not responsible for shrinkage or bleeding as a result of washing your item(s).

Shipping charges incurred for exchanges will be billed to customer who placed the order unless otherwise specified.

Returns on eligible items that are not defective will incur a 25% restocking fee.

With the exception of damaged, defective or incorrect merchandise, return shipping costs are at your expense

 

 

Damaged Merchandise

We make every effort to pack items so they will arrive at your door safely. Despite our best efforts, sometimes breakage does occur. If you receive damaged merchandise we will replace it as quickly as possible. Be sure to contact us within 24 hours of receiving delivery and please keep all packing boxes and materials. Please call our Customer Service Department at 1-800-880-1507. We cannot accept freight returns due to defective or damaged goods if you have been in receipt of the item for more than (3) business days.

 

 

Refund Credit

Credits to credit cards take approximately two weeks to process from the time the return is received and processed. Refunds are issued in the original payment form and price, less shipping and handling, re-stocking fees and return shipping charges. Standard shipping charges will apply for all "free shipped", non-defective items. Return shipping charges will not be refunded unless the return is due to a manufacturing defect, shipping damage or incorrect merchandise.

Exchanged items along with orders that use a store credit are not eligible for free shipping. 

 

 

Non-Eligible/Custom Ordered Items

Custom ordered merchandise is custom made upon order and is non-cancellable, non-returnable and non-refundable. We will do everything possible to work with you during the sales process to ensure a successful end result. We will repair or exchange any custom order with a manufacturing defect or shipping damage.

All items of Furniture, Bedding, Upholstered and Slipcovered Furniture, Clothing,  customized items from our Art Gallery, items that were personalized or monogrammed are not eligible for return or exchange.

Many of our products are handcrafted. They may vary in color, texture and finish due to the variations of wood, stains, dyes, paint or the color of your viewing screen. These are not considered defects and do not qualify for a damage or defective merchandise return. Returns and refunds will not be authorized regarding variations in wood or fabric color.

 

 

Cancellation Policy

Canceled or modified orders must be done as soon as possible. Call or email your request, we will do everything we can to assist you. If the order has been shipped we will not be able to cancel or modify the order, it would then be the customer's responsibility to send the package back to PacificHomeLighting.com or the manufacturer of the product and the original return/ exchange policy will be applied. Orders for custom furniture,once placed, are not subject to cancellation. A 5% fee will be charged for a cancelled order that has been processed in order to recover fees related to the credit card transaction.

 

 

Final Sale Items

PLEASE NOTE: All Final Sale merchandise is Final Sale, NO RETURNS, NO EXCHANGES.

 

 

Warranty

PacificHomeLighting.com is an authorized retailer of products on our website and we will gladly assist you with any warranty claims. We are not the manufacturer and are restricted to those policies set forth by the manufacturer of the product. In addition, most warranties only cover true defects in materials and workmanship. Warranties do not cover normal wear and tear, improper use, abuse, neglect, lack of preventive maintenance, improper installation or other end-user induced problems.

 

 

Out Of Stock-Back Orders

While we make every effort to keep all listed merchandise in stock, occasionally we are sold out of a certain item. If we are out of stock on an item you have ordered, we will send you an email update as quickly as possible. It will then be your choice to proceed and keep the order in place or cancel it.

 

 

Refusal Of Delivery

If you refuse delivery of the item(s) when it reaches your home or place of business, you will be charged for all shipping cost, including the cost to return the item(s) to PacificHomeLighting.com or the manufacturer. You will also be charged for any bank credit card fees that have been incurred along with handling and restocking fees (minimum 25%) imposed on us by our suppliers. This does not apply to refusal of damaged products.

 

 

Errors

There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. If PacificHomeLighting.com becomes aware of a price discrepancy of a product listed for sale, or a product description error occurs, and customer has purchased items with a perceived price discrepancy or product description error, customer shall within 24 hours of discovery, alert PacificHomeLighting.com's Customer Service Department of the perceived price discrepancy or product description error. Customer shall receive a response from PacificHomeLighting.com within 24 hours of customer's request. PacificHomeLighting.com reserves the right to refuse sale of products to customers that have a price discrepancy or a product description error, upon written response to customer.