Returns and Exchanges
- Returns & Replacements
Planet Lighting is dedicated to providing our customers a superior shopping experience and is committed to your satisfaction. We offer a 100% refund on unused, never installed merchandise, excluding any shipping and handling costs; however, we are unable to accept returns on custom modifications, such as track heads with extensions, or on any special order item (any item or style not listed on our website). Also reserve the right to charge a 20% restocking fee. Any discounts or free shipping applied to your original order may be deducted from your return credit, with a minimum deduction of $150. For example, if we provided free shipping on your order and you returned some items, we would issue a credit to you for the price you paid for the returned merchandise, but we would deduct the greater of what we actually paid in shipping or $150. The customer is responsible for shipping the product back to Planet Lighting.
Items must be returned within 15 days of delivery and received by Planet Lighting in new condition and in the original packaging, including outer boxes when applicable. If returned products arrived damaged or used we will not be able to provide a refund. For this reason, we strongly advise you to use an insured, trackable shipping method to return items. We do not accept returns on light bulbs. Returns require prior authorization (in the form of a RMA number) which can be requested by e-mailing email@example.com and items must be received by us within 10 calendar days from when we issue the RMA or you will not receive any credit for your return.
Be sure to include a description of the items you would like to return, the original order number and the reason for return in your message. We cannot accept returns without an RMA, so be sure to contact us before sending anything back. Defective products may be repaired or exchanged for replacements during the five year manufacturer warranty period; contact us for warranty policies of any other manufacturers we carry.
- Damaged Goods
Any product that is received damaged must be reported within 48 hours of receipt. Planet Lighting will not accept responsibility for any damages not reported within this time frame. Upon receiving notification that your product is damaged, Planet Lighting will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product until you receive instruction from Planet Lighting. After the claims process has been completed, Planet Lighting will send a replacement fixture at no cost to you. Failure to follow this procedure may result in a charge for the free replacement item.
Products received with broken glass or dented shades are not considered defective. In such a case, we will provide replacement glass or shades at no additional charge. Should you wish to return a product that was received with broken glass or a dented shade, the standard return policy above will apply.