All return requests must be made within 10 days of receiving the item to be eligible for a refund. All returns must be processed in accordance with the FactoryDirectLighting’s return policy to ensure proper credit. See “Return Process” below. All merchandise must be new, unused, and never installed (except in cases of defect or damage during shipping), and must be in original packaging. The customer are responsible for paying return shipping unless the product is defective or was damaged in shipping. If you receive a package that has been damaged during shipping, please notify the carrier and contact us so that we may arrange for a replacement to be sent and for the damaged package to be returned. Please notify the carrier and FactoryDirectLighting will replace defective products within 30 days of purchase. For defective products purchased more than 30 days ago, please contact the manufacturer directly. All customer remorse returns will be subject to a 25% restocking fee.
Items should be returned in their original product packaging. The buyer will need to pay for the return shipments; return shipping costs will be refunded if the return is a result of our error. All refunds go to the original purchaser. A full refund will be due provided the return is received within the return window subject to restocking fee.
Still, have questions about returns? Sales@factorydirectlighting.net
What should I do if I ordered the wrong product?
Please let us know asap and we will do our best to cancel your order if it has not shipped yet: Sales@factorydirectlighting.net
Step 1 – Acquire authorization and instructions
To return an item, please email us and request a return authorization within 10 days of receiving your item(s).
Step 2 – Shipping product back
Ship the item to the warehouse within 1 week of receiving a return authorization.
Below are the keys to a successful return:
Good Packaging: Re-pack products for return in the original box with original packaging material and additional tags attached to merchandise. Do not write on the box to maintain its new condition. Improper labeling may result in the denial of return.
Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
Tracking Number: We require that returns are shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us so that we can check on the progress of your return. If you have not received credit within 7 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.
(In the event that a return becomes damaged on its way back to the return destination, FactoryDirectLighting will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer’s responsibility to file a claim with the shipping carrier and instruct FactoryDirectLighting concerning what to do with the damaged product. If FactoryDirectLighting has not received notification or response from the customer within 30 days, the item will be discarded.)
Step 3 – Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be in new condition and free of damage, modification, or been worn, a refund will be issued.
Customers will be refunded via the same method in which the item was purchased. Refunds are normally processed and issued within 3 days of receipt of the returned merchandise. Please note that it may take your credit card company an additional 3-4 days to process the refund. There will be no refund given for items that have been damaged by the customer or returned incomplete.
(Please do not request a chargeback from your credit card company during the return process. Due to the time, it takes to resolve chargeback disputes, it is better to be patient and wait for the return process to run its course. If a chargeback has been submitted, we will not be able to credit you for your return until the chargeback until mediation process has been completed. This process can take up to 180 days.)
Items Not Eligible For Return
- Custom orders (i.e. products that are built-to-order or any item labeled non-returnable on the product page of the Website).
- Special purchases, including Daily Deals, clearance items, inventory sale items, custom quotes, special discounts, etc.
- Any item that has been modified or used in any way, assembled, installed (including cut or clipped wires)
- Any item that is not in resalable condition.
- Any item that has been altered, tailored or used.
- Any item that is not in the original box with sufficient packaging materials.
- Large Quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation.
- All charges for shipping.
- Any item not purchased directly from Factory Direct Lighting.
What to do if you receive a damaged item
At FactoryDirectLighting, 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 behind 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. We may request images showing damage. This will make things much easier if you decide to return the item.
Small Package Deliveries
For smaller UPS, USPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately via email. If damages are reported within 7 days for UPS or Fed-Ex 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 FactoryDirectLighting of defective or damaged merchandise within two business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items. 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 the 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 FactoryDirectLighting of refusal so we can anticipate the return and send out a new item.
Factory Direct Lighting will repair or replace the damaged or defective goods at no additional charge. If a return is desired instead of replacement, the “Standard Return Policy” applies and there may be a restocking fee that 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.
Please note that returned items found to be in working condition or shipped as ordered after a customer claims it was defective will not be eligible for a shipping charge refund. In such a case FactoryDirectLighting will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 35% restocking fee and store credit.