Main Line Lighting & Design's Return Policy
Your Satisfaction is our Number One Goal
At Main Line Lighting & Design we want you to be 100% satisfied with your purchase. Our goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. On the occasion that you receive a product that you just don't like or that doesn't match your decor, our experienced customer service staff is just a phone call away and will guide you through our easy return policy. At Main Line Lighting & Design we want you to get exactly what you want, and with our world-class product selection, you can be sure you'll find the product that is right for you.
15 Day Return Policy
If you would like to return an item that is in like-new condition with original packaging that has not been installed, used or modified, you may return the product to us at your expense within 15 days of receipt of the product. There will be no restocking charge ONLY if it is an item that we stock at either of our two locations. All other items may be subject to a restocking charge. Any shipping fees or other miscellaneous fees that were charged to your order are non-refundable. In addition, the customer is responsible for paying the shipping fees back to the manufacturer as well as any shipping fees that were not charged to the customer if their order was free freight. Customers are responsible for the accuracy of their product selection and information entered.
Returns with Restocking Fees
If you would like to return an item, please contact our customer service team at 610-644-5400 immediately. We will advise you if there will be a manufacturer restocking fee. We will also give you detailed instructions on how to return your item. DO NOT RETURN MERCHANDISE WITHOUT CONTACTING US FIRST or you may not receive a refund for the return. Please note that you will be responsible for all shipping charges, both incoming and outgoing to the manufacturer.
PLEASE SEE Main Line Lighting's "RETURN PROCESS" below for detailed instructions on how to return an item.
Non Returnable & Custom Made Product
Main Line Lighting & Design sells products from some manufacturers that are custom made or built-to-order. These items are non-returnable and non-cancellable once the order has been placed. You will be advised if your item falls under this category.
Items Not Eligible For Return
Damaged & Defective Goods
- Custom orders.
- Special purchases, including: Daily Deals, clearance items, inventory sale items, custom quotes, special discounts, special order or custom merchandise, etc.
- Any item that has been modified or used in any way, assembled or installed (including cut or clipped wires)
- Any item that is not in resalable condition.
- Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by Main Line Lighting & Design.
- Any item that is not in the original box with sufficient packaging materials.
- Large Quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation as some manufacturers will not allow returns on large quantities.
- Consumables: Light bulbs, parts, shades. Light bulbs are not returnable unless defective, in which case our defective goods policy applies.
- Any item not purchased from Main Line Lighting & Design..
- You will not be refunded for any shipping charges including charges or fees for shipping to Alaska, Hawaii, and International destinations.
At Main Line Lighting & Design, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion- at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Small Package Deliveries
For smaller UPS or FedEx deliveries that are damaged in transit, please contact our customer service team immediately instead of refusing the package at 610-644-5400. If damages are reported within 3 days for UPS or Fed-Ex deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Main Line Lighting & Design of defective or damaged merchandise within three business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving shipments from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. All damages should be reported to Main Line Lighting & Design within 48 hours of delivery.
Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify Main Line Lighting & Design of refusal so we can anticipate the return and send out a new item.
As soon as you receive your shipment, please carefully unpack and inspect to check for damage. If an item you receive is defective, meaning it does not function properly or has scratches, dents, broken glass, etc, please contact us immediately so that we can start the return/replacement process on a timely basis. We can only honor returns of defective merchandise if it is reported within 15 days. Anything after that will be subject to the manufacturers' warranty. We will do our best to assist you with any warranty issues after the 15 days.
If within the 15 days, Main Line Lighting & Design will repair or replace the damaged or defective goods at no additional charge. If a return is desired instead of replacement, our standard return policy applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit.
You will have an additional 7 days in which to return the product from the date that we receive approval from the manufacturer. After 7 days, the Return Authorization will expire and no replacements or refunds will be given. Failure to follow return procedure for the defective item may result in a charge for the free replacement item as well as the shipping charges to send the replacement. Occasionally, a manufacturer requires that the damaged or defective item be returned to them before a replacement will be shipped. In this case, we will do whatever we can to expedite the process.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case Main Line Lighting & Design will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
Step 1 - Acquire authorization and instructions
To begin the return process, please call 610-644-5400 to speak to one of our fully trained customer service representatives to get your return authorized. This process may take up to 7 business days. Once received, we will email you a Return Goods Authorization (RGA) number with return instructions.
Step 2 - Shipping product back
We will advise you whether to ship the product back to us or to the factory warehouse. Below are the keys to a successful return:
- Good Packaging: Re-pack products for return in the original box with original packaging material and additional tags attached to merchandise. Use the return label provided or your own label and write the RGA# exactly as instructed by Main Line Lighting & Design. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
- Ship & Insure: If you are returning a damaged or defective item within the required timeframe, we will send you a pre-paid shipping label or issue you a call tag. If you are returning an item for any other reason, ship the product to the warehouse address provided using a carrier that will provide a signature that the item was confirmed delivered. Please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
- Tracking Number: We require that returns are shipped via a carrier that will provide you with a tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us at email@example.com so that we can check on the progress of your return.
You will have 7 days in which to return the product from the date that we receive approval from the manufacturer. After 7 days, the Return Authorization will expire and no replacements or refunds will be given.
In the event that you are returning an item for a reason other than a damaged or defective item, and it becomes damaged on its way back to the return destination, Main Line Lighting & Design will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Main Line Lighting & Design concerning what to do with the damaged product. If Main Line Lighting & Design has not received notification or response from the customer within 30 days, the item will be donated or destroyed and no refund will be given.
Step 3 - Refunds (if applicable)
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, modification, or been worn, the refund credit process will begin.
Customers will be refunded via the same method in which the item was purchased or via check from Main Line Lighting & Design. Any applicable restocking charges and/or shipping fees will be deducted from your refund. Refunds via check are typically issued within 14 business days of final approval. You will not be refunded for any shipping charges including charges or fees for shipping to Alaska, Hawaii, and International destinations.
Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
If you would like to cancel an order that has not shipped from the manufacturer, simply contact one of our customer service representatives at 610-644-5400. Then we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation.
Please be aware that some items may have already shipped from a manufacturer and be in route to the distributor for final shipment to you. In such a case, cancellation fees apply.
Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow our standard return policy. Do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs.
Most items that are custom made or built-to-order cannot be cancelled.
Items on Backorder
If you are cancelling an order due to backorder, we recommend you first call our customer service department to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please understand that we work with over 100 suppliers and are somewhat at their mercy to provide up-to-date stock availability information.
Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a customer service representative directly at 610-644-5400.
Some exclusions apply as some items are custom made and non-returnable and non-cancellable.