Montreal Lighting & Hardware strives to provide customers with the best customer experience on the web and offers a very convenient replacement and return policy. The details of the policy are listed below, and our dedicated customer service agents are always available to help.
WHAT IS YOUR RETURN POLICY?
Montreal Lighting & Hardware works to provide a hassle-free return process. Products may be returned under the following conditions:
- The customer must notify Montreal Lighting & Hardware within 14 days of receipt of the delivery that they wish to return the product. Returns cannot be accepted 15 or more days after delivery. Customers must notify us via email. We will confirm receipt of your notice within 24 hours on weekdays and 48 hours on weekends. A customer service representative will provide you with instructions for returning the product using a Return Goods Authorization number. Returns will not be accepted without a Return Goods Authorization number.
- The product must be in its original packaging, must not show signs of installation (no cut wires or scratches), and must be in resalable condition.
- The product must not have been part of a custom order, purchased from our clearance section, or discontinued by the manufacturer.
- Customers will be responsible for return shipping and a 25% restocking fee. Alternatively, if the customer prefers, Montreal Lighting & Hardware will waive the 25% restocking fee and refund the customer in full as store credit (in the form of a gift card) to be used on a later purchase.
- Any order considered a ‘special order’ is subject to our return policy once it has been shipped by the supplier. Therefore, to avoid incurring restocking fees, the order must be cancelled before it is released by the supplier.
Once a product has been received, we will work to provide credit to customers as quickly as possible.
HOW DO I MAKE A RETURN?
To return an item please send an email to Customer Service for a return authorization number. After a Return Authorization is requested, we will:
- Issue an RGA number (return goods authorization number) and provide an address for you to use to ship the products.
- Issue credit within 30 days of the manufacturer receiving and inspecting the product.
Credits will not be issued for products damaged or lost during shipment, and you will be responsible for filing a claim with the shipper. Therefore, it is recommended to ensure all return shipments are packaged properly and provide us with tracking information.
MY SHIPMENT ARRIVED DAMAGED OR DEFECTIVE. HOW DO I GET A REPLACEMENT?
Montreal Lighting & Hardware will replace damaged, defective, or broken products and glass, free of charge, under the following conditions:
- The customer must notify Montreal Lighting & Hardware of the product’s defect via email, within 14 days of delivery. If you do not notify us about broken, damaged, or defective goods within 14 days of delivery, we cannot replace them free of charge.
- We will confirm receipt of your notice within 24 hours on weekdays and 48 hours on weekends. A customer service representative will reach out to you via email and guide you through the process of replacing your damaged, defective, or broken products or parts.
- In most cases, damaged, defective, or broken products must be inspected by a Montreal Lighting & Hardware representative or the manufacturer either in person or via emailing photos or videos of the issue before a replacement can be shipped.
If you discover damaged products upon opening a shipment please contact Customer Service immediately to take appropriate action to resolve the matter. We will respond to your email within 24 hours on weekdays and 48 hours on weekends. We will file a claim with the manufacturer and do our best to get your product repaired or replaced as quickly as possible. Montreal Lighting & Hardware will not be responsible for expedited shipping of any replacement parts or products. If the replacement product is backordered extensively, we will retrieve the damaged product or instruct you to discard it and issue a credit for the item.
