RETURN & REPLACEMENT POLICY
We believe you will be very pleased with our products. We understand, however, that it can be difficult to shop from a computer screen and that's why we offer a no-hassle return and exchange policy. Returns must be pre-authorized by our Customer Service team before you can return any merchandise. Un-authorized returns will not be refunded. Please understand that we cannot accept return requests or exchange requests after 14 days from the date of receipt. If you've received damaged merchandise we will replace it at no cost to you, see below for replacement instructions. If you are returning merchandise, you will need an (RGA) return goods authorization number. In order to get an RGA number you will need to submit a request to our Customer Service team within 14 days from the receipt of your merchandise.
Returns
Return Instructions:
- Submit your request by completing our online Return Request Form - Click Here. Our Specialists will contact you within 24 business hours to confirm your request. If you are exchanging your item/s we will process your new order and issue a return authorization code. Please note the return authorization code can take up to 7-10 business days but this will not delay the shipment of your new/replacement order.
- Products must be in original condition, having never been installed. They must be repackaged properly in the original packaging. A restock fee of 25% will apply to all returns for lines NOT on this LIST.
- In the event that you need to return a product to one of the suppliers on the "No Restocking Fee" list, you will be refunded your entire purchase price, less $15 for shipping and handling costs, along with any additional expedited shipping charges or residential delivery fees incurred on your behalf.
- For your protection, your return must be shipped via a carrier that can provide full tracking information including delivery confirmation. You will not be issued a credit if we cannot confirm delivery of the item. Clearly mark the return authorization code on the shipping label of the packaging as well as on the packing slip or enclosed paperwork. Your credit will be applied when the item has been received and inspected.
- Parts that have been ordered, including glass, cannot be returned for a refund.
- You may also exchange your purchase for other product(s) of equal or lesser value.
- Commercial/Contractor/Large Job orders over $2000 may be subject to a restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. This policy does NOT apply to residential purchases by end users. LunaWarehouse reserves the right to change or modify this clause on a case by case basis.
Disclaimers: Any product with custom finishes, special orders, or fixtures built to order will have a restock fee of 25%. We will not be liable for 3rd party charges that may have incurred from this transaction (ie. electrician, contractor, or other labor charges).
Replacements
Replacement Instructions:
- Submit your request by completing our online Replacement Request Form - Click Here. Our Specialists will contact you within 24 business hours to confirm your request. We will have parts or a complete replacement item sent to you as soon as possible.
- The replacement policy ONLY covers the cost of replacing a full fixture or part thereof, at our expense. If a full replacement is required, we will send you a replacement acknowledgment form that must be signed and returned before a replacement will be sent.
Disclaimers:
We will not be liable for 3rd party charges that may have incurred from this transaction (ie. electrician, contractor, or other labor charges).
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