CHOOSING TO BUY ONLINE INSTEAD OF IN-STORE CAN SOMETIMES BE DIFFICULT DUE TO MANY FACTORS. THE QUESTION WE MOST OFTEN HEAR: ”WHAT IF MY PRODUCT DOES NOT FIT?”. AT LUMINAIRES & CIE, IT’S SIMPLE: WE WANT YOU TO LIKE YOUR PURCHASE. BELOW IS OUR RETURNS & REFUND POLICY, IF YOU HAVE ANY OTHER QUESTIONS, PLEASE CONTACT OUR CUSTOMER SERVICE.
What is your return policy?
As mentioned above, we want you to be happy with your purchase. Therefore Luminaires & cie accepts returns for most of its products within 30 days of receipt. For returns, the products must be in their original condition. That is to say, with product labels, sanitary protection and packaging as you received them. The products should not be used or modified and wires should not have been cut. Contact our customer service to initiate the return process. We will send you a Return Merchandise Authorization number (RMA#) that you need to use to return your order. You are responsible to forward the goods you need to return to our warehouse. Once the merchandise is received and inspected, we will refund your purchase within 10 days of receipt, less a deduction for the cost of delivery. You have 10 days after receiving your RMA# to initiate shipment.
Why some products are not returnable?
Some products are marked as “Not Returnable” because they are specification products. Habitually, these products are offered in several finishes, choices of glass or other options. We then order them according to your needs. This is why they are not returnable. If you have a question or hesitation to take a non-returnable product, contact an expert at the customer service.
How to return my products?
You have 30 days from the date of receipt to report to our customer service that you want to return the item in its original condition. After contacting our customer service and got your #RMA, two options are available for you to return your order:
- At the store: If you prefer to return your item at our Laval store, please make sure you have your invoice and RMA# that was provided by the customer service with you. If you wish, you can also exhange the undesired item with something we have in stock at the store.
- By post: If you can’t come to the store or if you prefer to send us the item by post, please use a carrier with tracking number. You must provide us with tracking number when returning the products to us. Return Merchandise Authorization number (RMA#) must also be included in the package. It is your responsibility to make sure the package gets to our warehouse, otherwise we will not issue refund.
My product is defective, what should I do?
Despite the fact that we sell quality products, it may be that an electrical component does not work or a piece breaks during transit. It is important to contact our customer service to determine what action must be taken to resolve the issue quickly. We will then give you directions as to whether we only order a part or if we need to change the whole fixture. Always inspect the fixture as soon as you receive it.