General Return Policy
We ensure the quality of every product and service that gets bought and sold through our company. But sometimes it is necessary to return a product, especially when you haven't fully read the specifications or don't call our toll free number to confirm if the item is available. We empower you, our valued customer, to utilize our knowledge of lighting, lead times and code compliance to make an informed purchase.
If the device you purchased has not been installed or used, includes the original packaging, and is in near perfect condition that allows resale, the item may be returned within thirty (30) days of the order receipt. Once inspected and verified, we will issue a refund (please allow a few days for transit and inspection the item). All refunds issued will incur a thirty per cent (30%) restocking fee and you, the customer, must pay the initial shipping cost. We very much regret that we cannot afford to pay out full refunds, and hope you will understand the time and labor costs involved with restocking even a single item.
The product you return must not be modified in any way. If the item was installed, even for a short time, we cannot issue a refund. Please enclose the product in the original box and use sufficient packaging material so both the product and the packaging it came in are protected. The product and packaging must be in a resalable condition.
Please also include a Return Materials Authorization Number (RMA#), issued by The Lighting Source LLC. The Lighting Source LLC does reserve the right to refuse any product returned without an RMA. Approved refunds will be processed within 7 days through the payment method used on your original purchase.
Returns Process - Step by Step
If you wish to initiate the return process, please:
1. Send an e-mail to firstname.lastname@example.org clearly stating your situation and the part number (SKU) of the item you need to return. Please include your original order number (automatically emailed to you at checkout) in the email heading.
2. We will email you with a Return Materials Number (RMA#), which you will write clearly on the "To" address line like so:
The Lighting Source LLC
Attn: RMA# xxxx
10975 Bluffside Dr.
Studio City, CA. 91604
3. Send the package with sufficient postage via insured mail or UPS.
4. Wait seven (7) business days or less to receive a decision from us. If the return qualifies, you will be refunded less the 30% restocking fee.
Orders Which DO NOT Qualify for Refund or Returns:
- Orders that had an invoice amount greater than $1,000.00 are ineligible for return.
- Commodities not purchased from EmergencyLight.net are not eligible to be returned.
- Special items, including (but not limited to): custom orders, self luminous tritium exit signs, lamps, or built-to-order products are ineligible for return unless they have a defect caused by the manufacturer.
Merchandise Damaged In-Transit and Defective Products
From the date you physically receive your product, you have thirty (30) days to inspect and install the product(s) and inform The Lighting Source LLC via email, letter or fax, of any manufacturing defects or damages that occurred in-transit, prior to delivery. If you are certain your item is defective or was impaired during shipment, please contact our Order Desk at 800.282.5600. A live representative will give you the option to order a replacement or receive a full credit to your account for the damaged or defective goods. Should you fail to notify The Lighting Source LLC within thirty (30) days of receiving the merchandise, The The Lighting Source LLC will not be able to service you with a refund or replacement.
When returning product(s) to The Lighting Source LLC it is your responsibility to pack the merchandise in the original box with sufficient packaging material to cushion both the merchandise and product packaging. Remember to mark the shipping label with the Return Materials Authorization Number (RMA#) we issued you with. It is in your best interest to safeguard the parcel. Any product received damaged at The Lighting Source LLC is the customer's (your) responsibility and no refund or replacement can be issued.
Policy for Products Damaged During the Return Shipment
If the product is damaged during shipment back to The Lighting Source LLC we will not be able to issue a credit or refund to the customer. We shall inform the customer via email that the product(s) were received damaged and we will store the damaged item up to 40 days. If you wish to file grievances with the shipping carrier, it is your responsibility to file a claim with them. Inform us concerning the disposition of the shipping damages. If we do not receive notification or response from the you within 40 days, the item will be discarded and you will not be refunded.
The customer will be reimbursed once we have collected the returned product and inspected the item for damage.
NOTE: We only refund shipping costs if the return is a result of an error on the part of The Lighting Source LLC or EmergencyLight.net. Approved refunds will be processed within 7 days via original payment method.