Returns & Refunds
How to return?
More Details about return policy
110 % Low Price Guarantee
Within 30 days of the receipt of your order, if there is any manufacturer defect, you may return for a 100% refund, plus shipping cost that you paid for return, on any lighting fixture or related product. (NOTE: If there is any manufacturer defect, please take photos and videos and inform us immediately.) If there is no manufacturer defect and you simply changed your mind or want a different size, you still can return it, you need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in resalable condition. Once we receive the product and verify that the product is in resalable condition, we will issue the refund minus the shipping cost for us.
We can not accept return after 30 days. However, the product, excluding the light bulbs, are covered by our one-year manufacturer warranty.
(NOTE: If the return is not due to manufacturer defect, customers are responsible to ship the product back to us at your own cost and our shipping cost will be deducted from the refund as well. In addition, if the returned products are not packaged in their original package, restocking fee will be charged.)
One example as a reference: Customer bought a product at $500. After receiving the product. He/she change his/her mind and want to return it. The customer put everything back into the original box and ship it back to our warehouse at his/her own cost ($50). After we verify that the product is in its original condition. We will refund $450 ($500 minus $50 shipping cost for us to ship the product to the customer for the first time).
We try to make it as easy as possible for you. Follow these 3 easy steps to return any portion of your order in accordance with our Return Policy.
1. Process Your Return
- Reply your order confirmation email and specify which items you want to returning. Also, please include reasons for the return and indicate whether you prefer a refund, a credit, or a replacement item.
- A Customer Experience Specialist will process your request and provide the right shipping address for you to ship to for the return.
- Ensure that all components of all items being returned are thoroughly sealed in their original packaging, including all original packaging material.
- Before shipping, please take pictures of inside and outside of the packages as records to show that products are indeed in its original condition. We strongly suggest to have insurance just in case that package are damaged during the shipping process back to us.
- For shipping, feel free to ship the product back to us with your choice of shipping carrier. (You do have to pay for the shipping first. If it is quality related issue, we will refund you the shipping cost once we confirm the issue.)
- After ship it, please take a picture of the receipt along with the tracking number and send to us at firstname.lastname@example.org.
Once we receive and inspect the return, we will issue the refund, credit or replacement, and send you an email confirmation once the return is completed.
For returned items, after we received them, it takes 5 - 10 business days for us to inspect for damage and restock. We will issue the refund accordingly after the inspecting process. If returned products arrived damaged or used we will not be able to provide a refund. Please allow up to 30 days for the credit to be finalized depends on the bank and credit card company that you use.
For non customized order, you can cancel for free within 24 hours after you place the order by replying your order confirmation email. After that, you can still cancel it as long as the products have not been shipped out. However, $50 processing fee will be charged.
Exchange will be considered as return and re-purchase.
More Details about return policy
1. We are unable to accept returns on custom modifications, such as track heads with extensions, or on any special order item (any item or style not listed on our website).
2. The customer is responsible for shipping the product back to sofary.com unless items are defective. Items must be returned within 30 days of delivery and received by sofary.com in new condition and in the original packaging, including outer boxes when applicable.
3. If returned products arrived damaged or used we will not be able to provide a refund. For this reason, we strongly advise you to use an insured, traceable shipping method to return items.
THE FOLLOWING TYPES OF ORDERS DO NOT QUALIFY FOR CANCELLATION, RETURN OR REFUND:
Products and Invoices Labeled 'Specialty Item', 'Made to Order',or 'Final Sale'
Special purchases, such as: Inventory Sale Items, Discontinued Items, and Custom Quotes.
110% LOW PRICE GUARANTEE
At Sofary Lighting, we own the manufacturers and we are confident to provide you with the guaranteed lowest price for your online purchase with us. For this purpose, sofary.com is proud to offer you the 110% Price Guarantee program.
Within 15 days of placing your order at sofary.com, if you find a lower and verifiable advertised price (including all shipping and handling charges) on the same individual item seen at sofary.com, upon verification we will refund to you 110% of the difference.
- You purchased a chandelier from sofary.com for $500
- 10 days later, you find the exact same chandelier from an authorized retailer for $450
- The difference in price is $50
- We credit you $55, 110% of the difference in price
To Request Your 110% Low Price Guarantee:
To apply for our 110% Low Price Guarantee, simply email the complete URL (web link) of the competitor's product web page, as well as your name, phone number and order number to email@example.com. You will be contacted within 1-2 business days of receipt of claim.
The 110% Price Guarantee Details:
The advertised price is from an authorized dealer of the manufacturer of the item in question. Prices from unauthorized dealers will not be honored. If necessary, sofary.com will verify the status of any given dealer's reselling authority with the Manufacturer.
110% Low Price Guarantee pricing may not be redeemed in conjunction with other coupons, discounts or promotions. This includes but is not limited to money-off coupons, percent-off coupons, pricing offers, manufacturer rebates, bulk quantity discounts, or closeout, clearance or Rewards Member pricing.
The 110% Price Guarantee is not applicable to on-sale, repackaged or clearance items. The item in question must be of the same finish, crystal trim, and/or share any and all of the same options to which it is being compared.
Competitor pricing must be verifiable by a sofary.com Representative. This can only be accomplished with an active URL link. Written or verbal quotes will not be considered. Sofary Lighting reserves the right to determine whether competitors' products and prices reflect a true and fair comparison. We also reserve the right to not sell any product below its cost.
The 110% Price Guarantee is only applicable towards individual items. Competitor discounts offered on quantity or trade purchases may not qualify.
Requests to match pricing from eBay or "flash sale" websites will not be honored.
Please allow up to four weeks for refund processing.
If you have any questions, problems, or suggestions with either your order or our website, please don't hesitate to contact us.
We will get back to you as soon as possible. Contact us
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