RETURN POLICY

Your Satisfaction is our Number One Goal. At Elm Ridge Lighting & Interiors Inc, we want you to be 100% satisfied with your purchase. Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. This is why we offer personal consultations prior to your final purchase to make sure your product is suitable for your space. Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or in-store must review their receipt for accuracy within 24 hours. If you decide that you need to return a product, a 30% restocking fee will apply and product must be returned in original packaging and cannot have been installed. We have the right to inspect the product before agreeing to your return.

Note: If your product has arrived damaged or doesn't work properly, please refer to the "Damaged & Defective Goods Policy" below.

Return Process

1. Acquire authorization and instructions: To begin the return process, please call 905-664-1912 or email [email protected] to request a return/exchange with an explanation for the return/exchange. At this time, it will be determined wether a 30% restocking fee will be applied.
2. Product is to be dropped off at store for inspection, in its original packaging, and unaltered condition, with nothing written on the box in order to maintain its like-new condition. Improper labeling may result in the denial of return.
3. Refunds: Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin. Customers will be refunded, less the restocking and freight charges, via the same method in which the item was purchased or a credit on account will be placed on file to go towards future purchases.
4. Items returned damaged, with missing parts or previously installed, will be subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only.

Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

Items not eligible for returns/credit include:

• Special purchases, including: custom build orders, 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 that is not in the original box with sufficient packaging materials.
• Order with numerous quantities of same item. When ordering large quantities, we suggest ordering a sample for evaluation.
• Light bulbs, parts, and shades.
• Any item not purchased from Elm Ridge Lighting & Interiors Inc
• Shipping & handling charges.

Damaged & Defective Goods Policy

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.

Immediate inspection is especially important when receiving large items (such as a chandelier, large pendant, or glass items) Please open your packages and inspect within 7 days of pick up, and if product is in need of repair or replacement, Elm Ridge Lighting will arrange with the supplier to replace the damaged or defective goods for no additional charge. 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 Elm Ridge Lighting & Interiors Inc 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.

Please note that each manufacturer offers their own warranty based on their product, but they do not cover any costs incurred for the installation or un-installation of their product, nor is it the responsibility of Elm Ridge Lighting to cover these costs.

Cancellation Request

If you would like to cancel an order that has not shipped from our manufacturer yet, simply contact us at 905-664-1912 or by email at [email protected] . 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 manufacturer and be in route for final delivery to our location. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled. 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 905-961-2085 during normal business hours Monday thru Friday.