A Design Direct Lighting Store
General Returns
With certain exceptions*, you may initiate a return for an item(s) within 30 days of receiving the item for a refund (minus return shipping). Returns outside of the 30-day return window will not be accepted. Refunds will be applied to your original form of payment (minus return shipping) once the item has been received and inspected through our warehouse.
Free Shipping is limited to the Continental United States, however, we will ship to Hawaii and Alaska. Orders that ship to HI/AK will have a destination surcharge of $150.00 which will be calculated and displayed during the ordering process. A small selection of products may also incur a Freight & Handling fee. If applicable, this fee will display in your cart before checkout.
Furniture Returns Policy
As stated on each furniture product page, all furniture purchases are final. Please take the time to thoroughly research the products before proceeding through checkout.
We understand that occasionally items are purchased that do not fit our customers’ needs. If this is the case, please contact our customer service team immediately so we can correct the purchase prior to the item being shipped from our warehouse. If the warehouse has processed the order, we may not be able to cancel or change the item on the order.
If the item is found to be damaged during shipping, and you notice the damage upon delivery and/or inspection, do not sign nor take possession of the item. If delivery is accepted but you notice damage shortly after, provide pictures of the damaged box and product within the first 48 hours. Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report damages.
If there is no physical damage but the item has a defect that hinders its usability for the purpose of which it was designed, please contact us immediately to have this resolved with the manufacturer.
On occasion, you may receive a damaged or defective product. Whenever this happens, we will take care of you. Just let us know and we'll make sure to get you a replacement as quickly as possible. Below, you'll find the steps to our replacement process, along with frequently asked questions.
You first need to contact us.
After filing your request, we will review it. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible. If the original item is required back, we will email you with return instructions and prepaid return labels so that you can send back the damaged or defective merchandise.
If you are NOT required to ship your damaged product(s) back, go to STEP 4. If you ARE required to send your product(s) back then prepare your products for shipment by making sure the merchandise is in its original packaging. Apply the prepaid labels provided in your instructions.
Once your product is ready for shipment, you can take it to a local carrier facility and drop it off with the prepaid labels on the box (the label will specify the carrier). Please ensure that the "RGA" number that was provided with the instructions is on the return label (if it isn't there, please add it to the label - please do not write on the actual box).
Your replacement request will be processed immediately at no charge. You will get updates via email from us once the replacement request is confirmed and shipped, including tracking information once shipped.
IMPORTANT: To ensure a speedy replacement, please make sure the following conditions are met.
To Set up a replacement, contact us.
You may initiate a replacement or return for most defective items within 30 days of receiving the item for a full refund. Once a replacement or return has been set up and the item has been returned to our warehouse, it will be inspected. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible.
IMPORTANT: To ensure a speedy replacement, please make sure the following conditions are met
To qualify for a defective return, one of the following must apply:
Sales/Services Department Hours
Monday -Thrusday: 9 a.m. to 6:00 p.m. EST
Friday: 9:00 a.m. to 5:00 p.m. EST
Saturday & Sunday: Closed
Shipping
Returns
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