RETURN POLICY

If for any reason you are not satisfied with your purchase, our return policy provides for the return of any non-installed items in the original packaging within 14 days of delivery.

Requirements For A Successful Return

• Item(s) delivered within the last 14 days.
• Item(s) in the original factory carton(s) complete with all original packaging.
• Item(s) has never been installed or modified while in your possession.
• If your return meets the above criteria, please email info@ilitelighting.ca to request authorization and instructions for return.

Please Remember

• Returns will be accepted with prior authorization only. Any returns received in our warehouse without an issued return authorization number will be ineligible for a refund.
• You will be responsible for the cost of return shipping including insurance for the full retail value of the item(s).
• The item and all parts must be returned in the original packaging, including all wrapping and factory carton.
• The item must be packed exactly as it was shipped. Any variation may result in damage to the piece and could invalidate your return.

Items not eligible for returns/credit include:

• Special purchases, including: clearance items, inventory sale items, etc.
• Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
• Any item that is not in resalable condition.
• Any item not accompanied by a Return Goods Authorization Number (RGA#) issued by iLITE. Any item that is not in the original box with sufficient packaging materials.
• Large orders: (Orders containing 6 or more of a single item or orders with an invoice total greater than ,000). When ordering large quantities, we suggest ordering a sample for evaluation.
• Light bulbs, parts, and shades.
• Any item not purchased from iLITE.
• Shipping & handling charges.

Restocking Fees

• All returns will be subject to a 15% restocking fee.
• Returns on expedited orders will automatically be charged a 25% restocking fee.

You will receive an email confirming the exact amount of your refund less applicable restocking fees once the merchandise has safely reached our warehouse and undergone inspection.

Damaged & Defective Goods Policy

If you encounter a defect in your product, please email info@iliteighting.ca to request a replacement or a return. We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion - at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.

Small Package Deliveries

For smaller UPS or FedEx deliveries that are damaged in transit, instead of refusing the package, please contact our store immediately. If damages are reported within 7 days for UPS or FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify iLITE of defective or damaged merchandise within two business days of receipt.

Large Package Deliveries

Immediate inspection is especially important when receiving large items (such as a chandelier, large pendant, or glass items) from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify our store of refusal so we can anticipate the return and send out a new item. If a return is desired instead of replacement, the "Standard Return Policy" above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item. Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case iLITE will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.

Cancellation Request

If you would like to cancel an order that has not shipped from our store or the manufacturer, simply contact one of our sales associates at (905) 643-7337. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation. Please be aware that some items may have already shipped from our store or the manufacturer and be in route for final delivery to you. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy". Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for round trip shipping costs. Some items that are custom made or built-to-order cannot be cancelled.

Items on Backorder

If you are cancelling an order due to backorder, we recommend you first call our store to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a store associate directly at (905) 643-7337.