Return Policy – Lights.com

Return & Cancelation Policy

Thank you for shopping at Lights.com! We want you to be happy with your purchase and your experience shopping with us. Whether you've already purchased or are just browsing, we want to outline our return policies so you know what you can expect from us.

Returning or Exchanging a Damaged, Defective, or Incorrect Item

If you received an item that was delivered damaged or defective, or received an incorrect item, we're sorry to hear that! Please read through the following.

• We encourage you to inspect your items immediately upon arrival. For packages damaged during shipping, we recommend taking photos and refusing delivery. If the damage is noticed after delivery, most shipping companies allow only 2 business days to file a claim for the damage.
• Without exception, items confirmed defective can be returned for a refund within two weeks for Decor and Holiday items, or 30 days for Home Lighting Fixtures. Replacements for defective items are available for either 90 days (for decor items) or 1 year (for lighting fixtures). If a replacement item is not available, we may replace your item with a comparable one, at our discretion.
• If you receive an item that is not what you purchased, contact us as soon as possible, within 30 days, and we will replace it with the correct item at no additional cost to you. After 30 days, the return of an incorrect item will only be eligible for store credit.
• Please contact our Customer Service team to initiate your return. Customer Service hours are 10am-6pm EST Monday through Friday. You can also leave a message during off hours and someone from our team will reach out to you as soon as possible. Contact us via Live Chat, email cs@lights.com, or 1-212-863-9736

Returning a Non-Defective Item

• Decor and Holiday items can be returned up to 2 weeks after receiving, and most Light Fixtures can be returned up to 30 days after receiving.
• We will issue you a refund of the item's purchase price (excluding any shipping or handling charges), within 30 days of receipt.
• We will provide you with a return shipping label free of charge (Contiguous U.S. only).
• Returns from Alaska or Hawaii are subject to standard shipping charges.
• Returns of oversized items shipped via palletized freight or appointment delivery are subject to an additional return handling fee of $99-$250 per item.
• A standard 25% restocking fee will apply.
• Each item will be inspected upon return. The item(s) being returned must be in original and uninstalled condition with all included parts or accessories, and must be repacked with the original packing materials and returned in the original product packaging.
• Items that are not returned in complete or new condition will be refused. No refund will be granted for a product that has been used, installed, or tampered with in any way that compromises our ability to remarket, reship, or resell the product. Lights.com maintains full discretion in decisions regarding a product's fitness for return.
• If an item is refused, you will NOT be issued a refund. You will have 14 days to alert us whether you would like us to return the item to you at your expense, or if you would like us to dispose of the item for you. If we do not hear from you within 14 days the item will be disposed.
• Sorry, we can't offer exchanges. If you'd like to get a different color or size, return the first order for a refund and then you can make a new order for the item you'd like.
• Replacement parts, spare parts, light bulbs, and items labeled as "Final Sale" or "Open Box" are considered final and cannot be returned for refund, credit, or exchange.

How to Make a Return

• Please contact our Customer Service team to initiate your return. Contact us via Live Chat, email cs@lights.com, or 1-212-863-9736, Monday through Friday from 10am-6pm EST. Messages left outside of those times will be returned as soon as possible, once we're back in the office.
• Follow the instructions given based on your return request. Pack all items, parts, and accessories in their original Lights.com packaging and packing materials, and in such a way that they will not become damaged during shipping.
• Refunds will be issued back to the purchasing credit card within 30 business days of the item(s) being inspected by Lights.com.
• If you have any further questions, don't hesitate to get in touch with us again.

Order Cancelations

• We can only cancel your order if it has not yet been assigned a tracking number.
• If your order already has a tracking number or is already in the hands of the carrier, we are unable to cancel or re-route the order. We are happy to help you with the return process once you receive the order.
• You may cancel a Pre-Order at any time before it is assigned a tracking number, for any reason, for a full refund to your original payment method. No restocking fee, no cancellation fee, no explanation needed.
• Canceled Special Orders are subject to a 25% cancellation fee.
• Special Orders are not pre-orders. A special order is a custom or made-to-order item, such as a custom color or finish, arranged with our sales team and identified as a special order at the time it is placed. Because these are produced specifically for you, special orders carry different terms, including the above stated 25% cancellation fee.

Still Have Questions?

Please reach out to our Customer Support Team. We're here to help!
1-212-863-9736 | cs@lights.com | Live Chat | Send us a text at: 914-306-8823
Please note, our Customer Support Team is available Monday through Friday 10am-6pm EST. Messages left outside of those times will be returned as soon as possible, once we're back in the office.