Return Policy
Your Satisfaction is our Number One Goal. At MountainHigh Lighting, we want
you to be 100% satisfied with your purchase, and exactly what you want. Our
sincere 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. Customers who place orders online are
responsible for the accuracy of their product selection and information
entered. Customers who place orders by phone or in-store must review their
receipt for accuracy within 24 hours.
Note: If your product has arrived damaged or doesn't work properly, please
refer to the "Damaged & Defective Goods Policy" below.
Return Process
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Acquire authorization and instructions: To begin the return process,
please call online sales at 250-365-0500. In most cases we will email
you a Return Goods Authorization (RGA) number to return product along
with return instructions.
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Shipping product back: Ship the item to the warehouse address listed on
the return authorization. Below are the keys to a successful return:
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Good Packaging: Re-pack products for return in the original
box with original packaging material.
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Use the return label provided or your own label and write the RGA#
exactly as instructed by our staff. Do not write on the box to
maintain its like-new condition. Improper labeling may result in the
denial of return.
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Ship & Insure: Next, ship the product to the warehouse
address provided using a carrier that will provide both a tracking
number as well as a signature that the item was confirmed delivered.
If we are unable to confirm delivery of your item, this may result
in the denial of a refund.
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Tracking Number: We recommend using a carrier that will
provide you with a return tracking number as this will speed up your
return process. Retain your tracking number and email it to the
issuing store associate so that we can check on the progress of your
return. If you have not received credit within 14 days from the date
of delivery to the warehouse, please contact our store and provide
us with the tracking number so that we can expedite the credit
process for you.
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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 a return becomes damaged on its way back
to the return destination, we will inform you via email or phone
that the item was received damaged and hold the product for up to 15
days. It is the customer's responsibility to file a claim with the
shipping carrier and instruct us concerning what to do with the
damaged product. If we have not received notification or response
from the customer within 14 days, the item will be donated or
destroyed.
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Refunds: Once the returned item has been received and verified to have
all original contents and packaging and confirmed to be free of damage,
the refund credit process will begin. Customers will be refunded, less
the restocking and freight charges, via the same method in which the
item was purchased or via check from MountainHigh Lighting. Refunds via
check are typically issued within 14 business days of final approval.
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.
Items not eligible for returns/credit include:
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Special purchases, including: clearance items, inventory sale items,
etc.
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Any item that has been assembled, installed (including cut or clipped
wires), modified or used in any way.
- Any item that is not in resalable condition.
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Any item not accompanied by a Return Goods Authorization Number (RGA#)
issued by MountainHigh Lighting. Any item that is not in the original
box with sufficient packaging materials.
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Large orders: (Orders containing 6 or more of a single item or orders
with an invoice total greater than ,000). When ordering large
quantities, we suggest ordering a sample for evaluation.
- Light bulbs, parts, and shades.
- Any item not purchased from MountainHigh Lighting
- Shipping & handling charges.
Damaged & Defective Goods Policy
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, instead of
refusing the package, please contact our store immediately. If damages are
reported within 7 days for UPS or FedEx 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 MountainHigh Lighting of defective or damaged merchandise within two
business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items
(such as a chandelier, large pendant, or glass items) 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. 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 our store of refusal so we can anticipate the return and send
out a new item. MountainHigh Lighting will repair or replace the damaged or
defective goods for no additional charge. If a return is desired instead of
replacement, the "Standard Return Policy" above applies and there may be a
restocking fee and our initial shipping and handling costs will be deducted
from the credit. Failure to follow return procedure for the damaged item may
result in a charge for the free replacement item. 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 MountainHigh Lighting 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.
Cancellation Request
If you would like to cancel an order that has not shipped from our store or
the manufacturer, simply contact one of our sales associates at
250-365-0500. 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 24
hours for confirmation of cancellation. Please be aware that some items may
have already shipped from our store or the manufacturer and be in route for
final delivery to you. In such a case, cancellation fees may 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 the "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. Some 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 store 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 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 store associate directly at
250-365-0500.