How do I return an item?
Damaged / Defective Merchandise
Damaged or defective items will be replaced at no cost to you. Photos are now required on ALL damaged or defective claims.
If an item shows up damaged you must notify us within 72 hours (3 days) of receipt of your shipment.
Email firstname.lastname@example.org or Fax (800) 361-9122 include your order number, product number and the nature of the problem. Replacement parts will be sent when applicable otherwise a replacement will be sent at no cost to you. Return labels will be sent to return the defective merchandise.
Return requests to Email email@example.com or Fax (800) 361-9122 include your order number, product number and the nature of the problem.
Return request must be requested within 30 days of receipt. Freight Damage Claims must be made within 72 hours.
NOTE: Many Robert Abbey products are not returnable include which includes some made to order lamps and Art Prints. Customize items are not returnable.
Returnable items have a restocking fee of 20%. Plus return shipping. We can you provide you with a discount coupon code to help offset the restocking fee on a replacement order made within 15 days of the return request.
Please note large fixtures are very expensive to ship and you will be responsible for all shipping charges.
When you contact us please describe the reason for the return and include your order number.
You will receive a return authorization number from us in 1 day to 2 days. You cannot return the item without this number. Returns sent without a return authorization: no credit will be given, products will not be return or delivery refused.
You must ship the item back in the original packaging and box that is was sent to you in and it must be insured. You are responsible for the item being returned to be in new resalable condition.
Items must never have been installed. If there are any signs of installation no credit will be given and items will not be returned.
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No Cancellation Fees*
You may cancel your anytime without cancellation fees as long as it has not shipped. If you an item is back-ordered we generally notify you the next business day. *Expect products that are custom made or made to order fixtures which cancellation fees will only be charged if the respective manufacturer is in final stage fabrication.
Limited or not returnable on large quantities, Special Orders or Project Quotations: When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation, some manufacturers will not allow returns on large quantities.
If an item is received defective we can only replace the item or send parts. Replacements or replacement parts are shipped ground only. We are not responsible for additional fees you may incur from your installer.
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