Company Policy

Return Policy

Your satisfaction is our number one priority. If you are unhappy with your purchase, we will work with you to find a reasonable solution to any issue you may have. In the event of a return, all merchandise may be exchanged or returned within 10 days of pick up or delivery. Some Special Order returns may be subject to a 20% restocking fee. In most cases, items purchased in our store and online may be returned for a full refund or a full refund less a small re-stock charge or a small shipping charge. Please contact us if you have any questions about this policy prior to your purchase.

Shipping and Handling

We can only ship to the 48 US contiguous states. "Over size" and common carrier truck shipments may incur additional shipping charges. You will be notified of any additional charges prior to the shipment of your order. Shipping charges incurred due to incorrect address, zip code, or the refusal of an item will be charged back to the customer. We cannot ship to PO Box locations.

Defective Item

Items are shipped directly from the manufacturer and are factory packed. However in rare cases there may be damage during transit or a manufacturing defect. Please inspect all items upon receipt. In the event there is any damage please contact us at spatrick@eelights.net or 713-554-3915 within 5 days of receipt of your order. Provide us with your name, date of receipt and order number. If the merchandise has been visibly damaged in transit please note the damage when signing for the product or report the damage to the carrier with-in 24 hours of receipt. We only sell products that we can stand behind and offer a warranty. If your item has a technical defect, we will work with you and the manufacturer to get the item replaced as soon as possible, Please keep in mind that each manufacturer operates independently and has their own policies which we must abide by.

Cancellations and Changes

We understand the need for cancellations and changes to your order. Please contact us at spatrick@eelights net or 713-554-3915. Please understand that once your order has been shipped or is in the process of shipping from one of our suppliers it cannot be cancelled. Please do not refuse delivery of the item. In order for us to process your return properly please follow the procedures to return an item.

Billing Policies

We offer Master Card, Visa and Discover Card as the only accepted forms of payment. All items are charged to your credit card at the time of purchase.

Delivery Information

Orders for multiple items placed at the same time might arrive at different times. We ship all orders as quickly and efficiently as possible. After credit approval most orders are shipped with-in three business days and will arrive from 1 to 10 business days after shipment depending on your location. We will do our best to keep you informed about the delivery of your order and provide tracking information if it becomes available to us. If your merchandise does not arrive in the timeframe indicated above, please contact us at spatrick@eelights.net or 713-554-3915 so we can locate your order.

Custom Freight Options

Due to the nature of lighting some items cannot be shipped UPS or FedEx ground. In this instance common carrier truckers are a dependable and economical way to deliver your product in 2 - 3 weeks. Deliveries are made Mon. - Fri. daytime hours to curbside or driveway only. A representative from the common carrier trucking company will contact you to arrange a delivery appointment. Extra charges may apply to common carrier truck shipments and you will be notified of these prior to shipping. Express delivery is available on most items; contact us for the details of availability and price.

Online Purchases

We want you to feel confident about your decision to do business with our company whether online or in person. We recognize that some items may appear different online than they actually are in person. Our ultimate goal is for you to be happy with your purchase so we will work within our company policy to resolve any issue that you may have.

• If you are unhappy with your purchase, please contact us to within ten business days for a Return Authorization.
• Returns without Authorization will not be accepted or be subject to additional restocking charges.
• You are responsible for shipping fees / return shipping fees. These will be deducted from your credit.
• Return Authorizations and Return shipping labels will be issued with two week expiration dates and cannot be reissued.
• On line orders may be returned to the showroom for faster processing. To ensure a speedy credit, online returns should be pre-approved before visiting the showroom and be accompanied by your Return Authorization. Depending on circumstances, credit may not be issued by the showroom and may require further inspection and review. We can usually issue the credit within 1-2 business days.
• Please do not send your purchase back to the manufacturer.

Large orders, Custom orders

• Commercial/Contractor/Large Job orders over $2,500 or six units subject to a 30% restocking fee if returned for any reason other than manufacturing defect.We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product. We reserve the right to change or modify this clause on a case by case basis.

Conditions

• Returns must be in "as-new" condition: (same condition you would like to receive it in)
  • In the original, unmarked box carefully wrapped in original packing material
  • Other than the return label, please do not mark the box in any way
  • All parts, accessories, and installation guides included.
  • Crystals unopened, in original factory packing
  • Fixture hasn’t been assembled, modified, scratched, or installed; wires haven’t been cut.
• Eligible refunds will be in the same manner and to the same credit/debit card as payment was made. A company check will be issued within 10 days for cash sale returns over $50.00
• For your security, we do not store credit card numbers but can process credits over the phone. Some credit card companies may take 2 - 7 business days to post the credit to your account. Please do not call the credit card company to dispute the charges, this can add 60 days or more to the refund proces
• Returns in other than "As-New" condition will be processed by our Customer Service dept. You will be notified by email once your return has been inspected and approved for return, usually within 72 hours of receipt.
• We may give you the option of replacing missing parts at a cost to be deducted from your credit.
• Installed products, products with cut wires, or items with loose crystal may not be returned / will be subject to additional fee.
• We reserve the option of not accepting returns received in poor condition. These items will be shipped back to you at your expense or held for pick up at our store. Items not picked up or return freight charge paid within 30 days will be deemed abandoned. Custom made-to-order items are fabricated for you and are not returnable.
• No returns on bulbs, replacement glass, fan controllers, or parts orders. A 'part' is anything other than a complete fixture. (including track and under cabinet system parts & connectors)
• Fees & Shipping charges are non-refundable
• We are not liable for any labor costs or third party charges (i.e. electrician, contractor etc.)
• Upon receipt of your Buyer’s Remorse return, we will issue you a Return Acknowledgement. This is your proof that we have your item in our possession and is being reviewed by our Customer service manager.

Buyer’s Remorse & Special Circumstances

In many instances depending on the circumstances you can return product within ten days for a full refund or a full refund less a nominal re-stock and or shipping charge if one applies. In order to provide the best possible customer service, all Buyer’s Remorse returns must go through the Customer service manager and may take up to three days for product inspection and processing.

In store purchases

Merchandise presented for return more than 30 days after purchase will often times be accepted for a 50% credit. In order to provide the best possible customer service these situations need to be handled by a customer service manager. Merchandise that has been opened and viewed but has been repackaged with care uninstalled with all original sealed parts would be eligible for Buyer’s Remorse. All returns and issues will be handled with the same level of personal service you received when you made your purchase. If a showroom staff member cannot satisfy your request a customer service manager will personally review your request with-in 24 – 48 hours and offer you a solution that will address your needs.

Information Use

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order. We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties. We never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.