Returns & Exchanges
Above all, Casa Di Luce hopes that you are 100% satisfied with your order. However, we do understand that sometimes the items that you have purchased are just not right for your space.
If for any reason that you are unsatisfied with your order, you can return eligible items for a full refund, store credit or exchange within 15 days of receiving an online order. If the wrong product was shipped, or your order was damaged in transit, please contact us within 72 hours of receiving your order. Please review the full list of ineligible items and our extended refundpolicy below before purchasing any items.
- You can return eligible items for a full refund, store credit or exchange within 15 days of receiving an online order.
- If you are looking to return an item after 15 days of receiving an online order, then a restocking fee will be charged of up to 50% of the product price depending on the manufacturer's policy.
- All fees associated with shipping are non-refundable.
- Purchases are not eligible for price adjustments.
WAYS TO RETURN
- Return by Post - Email firstname.lastname@example.org to initiate an online return. Please provide us with your full name, order number and the product that you’re requesting to return within 15 days of receiving the delivery. We will then send you a Return Authorization Number, which you’ll need to submit with your item. You will be required to mail the product back to our address in its original condition with all original packaging. We strongly suggest that you arrange a shipping method with the appropriate carrier that includes tracking to protect your return. You are responsible for the cost of shipping. Once we receive your item, we will inspect it within 5-7 days. Upon inspection and final approval that the returned product is in original, uninstalled, unmodified, re-sellable condition with the original packaging, you will receive a refund, exchange or store credit to use for your further purchases.
- US Orders - Orders returned from the US will have shipping and any applicable taxes and customs duties deducted from the refund.
Casa Di Luce
89 Tycos Drive, Unit 102
Toronto, ON, M6B 1W3
ITEMS THAT CANNOT BE RETURNED OR EXCHANGED
- Customized or special orders
- Open box, overstock, sale or clearance items
- Floor models
- Any product that has been modified, assembled, installed or used in any way (including cut, clipped, or modified wires)
- Items not in resalable condition or missing the original packaging
- Products that are clearly marked non-returnable on the Product Detail Page
- Large quantities of the same product (5 products or more)
- Items not purchased by the original customer (the original purchase receipt is required)
You can cancel or make any changes to your order within 1-2 business days of placing the order. Please email us with your order number at email@example.com Be sure to include your name, address, and the items to be cancelled or amended
Please note that many orders ship immediately, so we do require that you contact us immediately if there are any changes. Our store hours are: Monday-Friday 10:00 AM-6:00 PM EST and Saturdays from 10:00 AM-5:00PM EST.
If your order has already shipped, it cannot be cancelled and will be treated as a return.
DAMAGED & DEFECTIVE PRODUCTS
We make every effort to pack items very carefully so that they arrive at your door safely. We realize that items can be damaged during the shipment process or may arrive with missing parts due to the delicate nature of some of the goods. If this happens to be the case, all damages must be reported to us within 72 hours of delivery. We will not be held responsible for any missing or damaged items if we are not notified within this timeframe. Please email us immediately at firstname.lastname@example.org and provide photos of the damaged or defective product. Once your claim has been received, we will reach out to you within 2 business days to initiate a replacement. Please do not discard the damaged item or its packaging. Please note that damaged items cannot be claimed or returned if installed.
We recognize that sometimes products have a manufacturer’s defect. Casa di Luce is an authorized reseller of manufacturers on our site. Please note, every manufacturer has a warranty time period that varies. Casa Di Luce relies on the manufacturer’s warranty to assist you in resolving any claims. Repairs for items that are still under most manufacturer’s warranty will be repaired or replaced. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence, or abuse. In addition, warranty does not apply to lightbulbs, if supplied or are supplied by Casa Di Luce. You will be required to report a defective item by contacting us at email@example.com. You will be required to provide us the original proof of purchase. A Claims Specialist will then reach out to you within 2 business days and be happy to assist you with any warranty issues or connect you directly with the manufacturer in order to further assist you.
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