Receive an incorrect shipment? Or an item not matching your original order specification?
It is very important and also your responsibility to check all the items in your order to make sure they meet your desired specifications upon receipt and before installation. If you have received an item that does not appear to be the item you have ordered, please contact our customer service department within 24HRS of receiving the order. Upon confirming that you have received an incorrect shipment, our customer service department will provide you with a return label that you may use to return the incorrect item back to our facility. Upon receipt of the return, we will work on shipping out the correct product (usually dependent on build-time) as soon as possible. If you would like to expedite the process, you may place a new replacement order and wait for us to receive the return for your subsequent credit.
14-Day Hassle-Free Returns
AlconLighting.com™ customers, who are not completely satisfied with their purchase and would like to return a non assembled-to-order item, unused, in original packaging, may return the product within 14 days of receiving the original shipment.
- Return shipping charges are the responsibility of the customer.
- Customers who place orders online are responsible for accuracy in product selection and entering information necessary to complete their order.
- Customers who place orders by phone must review their email receipt for accuracy within 24-hours of placing their order.
Please note that due to customs, shipping and duty fees, we are unable to accept returns on any international orders. All orders shipped internationally are final sale.
Custom-Assembled & Non-Refundable Items
AlconLighting.com™ carries many specification-grade, assembled-to-order products that are non-returnable or may be returned with a restocking fee. Customers have ONLY 24-HOURS to cancel such orders for a full refund. While some of these products are non-returnable, some may be returned with a restocking fee that is pre-determined by the manufacturer of the product. To determine the percentage of the restocking fee or whether the product in question may be returned, please check the product page for return details and re-stocking fees.
Step (2) Return Shipment
You have 10 days in which to return the product from the date that the RGA number is issued. After 10 days, the Return Authorization will expire and no replacements or refunds will be given.
If your return is not covered under our Free Return shipping, please be sure to choose a shipping service that is accompanied by a tracking number. Shipments lost during the return process that are not accompanied by a tracking number are non-refundable.
Step (3) The Refund
Once the return has been received and verified to have all original contents, packaging and confirmed to be free of damage, or modification, the refund will be issued. Please allow 3-7 business days for the credit to appear in your account.
Defective Items covered under Warranty
At AlconLighting.com™, we understand that on occasion, there may be a manufacturer product defect resulting in product failure. To determine whether the item in question is covered under a manufacturer warranty, please refer to the product specification sheet. Alcon Lighting facilitates the warranty process for the following manufactures: Cree LED Lighting, Philips Lighting, Synergy Lighting, RAB Lighting, Maxlite Lighting. Click Here to initiate the warranty process.
Labor charges from the uninstallation of defective lights will not be compensated. It is the responsibility of the customer to power the fixture(s) for proper functionality prior to installation.
Items Damaged In Transit
At AlconLighting.com™, we also understand that a product may be damaged during the transit process. Rest assured that we will do everything we can to bring the issue 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 you, the customer, in the form of a detailed product inspection immediately upon delivery. For damaged packages arriving via UPS, FedEx, USPS, or DHL, please contact our customer service department within 24hrs of receiving the package at (877) 733-5236. Then allow Alcon Lighting 3-7 business days to file a claim on your behalf and work quickly to resolve the matter. For large damaged products arriving via pallet or private trucking, detailed inspection of the delivery is the responsibility of the customer.
Customers who sign for a delivery and do not notate "damage," assume responsibility if the merchandise is damaged. If the products appear significantly damaged, you must refuse delivery. Please also notify our customer service department of refusal so we can track and anticipate the return. This helps us expedite the replacement process.