Satisfaction Guarantee and Returns Program |
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As part of our ongoing commitment to customer satisfaction, we offer
a full guarantee on our products, even ones custom made just for
you! Shopping over the internet is fun and often easier than in
stores, but does have some limitations, chiefly not being able to
actually see and touch the merchandise. We want you to be
happy with your purchase. If for any reason the lights, fans or
accessories do not meet with your approval, simply contact us for a Returned Merchandise Number and send them back
insured in their original box with all the parts in "like new"
condition, including the boxes, and in resalable condition for
credit. There is a 25% restocking charge on non-Copper Canyon
lighting, or a 10% restocking charge on all Copper Canyon merchandise to
cover the initial shipping charges to send the order. Please
be aware that if the cardboard boxes arrive too damaged for us to
reship the products, we will not be able to provide a credit and you
will have to file a claim with your shipping company. Ceiling fans
and chandeliers cannot have been installed as we cannot sell them
once the wires have been cut. Missing or damaged parts will be
charged a restocking fee equal to the cost to return them to like
new condition. We highly recommend double boxing the products to
prevent any damage to both the items and the boxes. Any damage will
be the sender's responsibility. Compare this to most lighting
and even big Depot stores that will not take back custom order items
at all, and you can see how confident you will be in the quality and
value of our products.
 Comparison of typical returned box versus new one - We could not send this box out again. For orders on custom made products like any of our Copper Canyon Line, the order must be cancelled within 3 days of placing it to receive a refund. After that, a refund will be made based on what stage of manufacturing the light is in. These lights are all hand made to order and can be very difficult to resell. To cancel an order, the request must be called in, faxed or emailed, but the request is only complete after you receive a written confirmation either by fax or email to ensure the order is cancelled and that the credit amount is correct. Without proof of cancellation, we are not responsible for crediting back the invoice amount. Please call us at (800) 275 - 5482 if you have any questions. Kiva Lighting
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