Return and Refund Policy
While we hope you love your purchase, we understand that you may need to return it. The Oxygen Lighting Online Store accepts returns on a vast majority of our products—in new, uninstalled condition and original packaging—within 30 days of receipt, unless otherwise noted on the item’s product page.
To begin a return request, click here, locate the correct order and item you would like to return, then follow the instructions from there. Once your return request has been authorized, you can download your shipping labels or receive them by email. Simply print, attach to the box and drop off at your local UPS store. If you prefer to use your own shipping account, please let us know so we can provide further shipping instructions if that is an option for the return of your product.
Please note that any expedited shipping charges from your original order are non-refundable.
RETURNS EXCEPTIONS: We are unable to accept returns for:
- Products that are clearly marked non-returnable on the Product Detail Page
- Products that have been assembled or installed
- Products without original packaging or not in their original condition
- Products with crystals that have been unwrapped
- Custom orders, including those that are made-to-order or customized to your specifications
- Light bulbs
- Large quantities of the same product (6 or more)
- Open-box or clearance items
Your refund credit will be issued after the item has been received and inspected. The cost of the return shipping will be deducted from the credit amount if you used our labels. You're also responsible to the shipping cost incurred to ship the the goods to you. In other words, you are responsible for the the shipping cost both ways of any item you return. Furthermore, we have a 25% restocking fee. Please know you are sure of the exact model you need before you place the order. If you're a trade customer, please contact firstname.lastname@example.org to inquire about samples.
Canadian Orders – orders returned from Canada will have shipping and any applicable taxes and customs duties deducted from the refund. Please call customer service for an estimated cost.
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. In some instances it is possible to repair damages and/or defects with replacement parts. When this is the case, we reserve the right to utilize this as a solution.
Please keep in mind that defective goods (those with factory defects, missing parts or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 30 days of receiving your order.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties.
Oxygen Lighting Online Store and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from Oxygen Lighting Online Store, damages resulting from use of or reliance on the information present, even if Oxygen Lighting Online Store or its suppliers have been advised of the possibility of such damages.