LightForm sources most of its products direct from international suppliers to bring you the best prices. Our objective is to minimize the distance between the manufacturer and you, the end user. As a result most of our products are Special Order, and not in stock in our stores, meaning they ship directly to you from the factories/workshops/ateliers from around the world and most are made-to-order. Special Order products are not eligible for return or exchange. Special Order items are marked as such on their product webpage under the Special Order tab or on your Quote and Sales Order Confirmation.
We encourage you to reach out to us via online CHAT, email, phone, or to visit one of our lighting showrooms for in-person help if you have any questions prior to making your purchase. Lighting can be technical and we’re here to help!
Products Not Eligible for Return or Exchange:
- Light bulbs
- Special Orders
- Custom Orders (products our manufacturers don’t carry in stock, custom configured products, or colours not typically stocked)
- Large orders (single fixtures over $5,000, orders totalling over $5,000 on multiple quantities of the same fixture)
- Products certified in-house by LightForm
- Any Sale, Clearance, Open Box, Overstock, and Promotion items
- Any product that has been modified, installed, or used in any way after delivery (including cut, clipped, or stripped wires)
- Items not in resalable condition or items missing the original packaging
- Items not purchased through LightForm
- Items not purchased by the original customer (we require the original purchase receipt)
- Large quantities of the same product (6 or more)
Product purchased online through LightFormShop.com cannot be returned to a LightForm showroom.
Unfortunately, it is a reality that fragile items are sometimes damaged in shipping. 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, you must notify us within 24 hours of receipt of the item(s). We will also request that you provide photos of any damaged product as well as the product packaging. Please contact our Customer Service Team (CustomerService@lightform.ca) 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 use this as a solution.
If your product has arrived damaged, DO NOT attempt to install it. A damaged item cannot be claimed if it shows signs of installation. Once installed, items cannot be returned, regardless of damage.
Once LightForm receives your claim, we will file a claim with the shipper. The shipper in most cases will require the product and packing to be intact and ready for pick up. We ask for your assistance in the process by ensuring the goods are prepared for the shipper to pick up. Please DO NOT discard the damaged item or its packaging.
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.
In the event the products are defective when delivered, you must notify LightForm in writing with photographic evidence within 24 hours of the date of delivery. Please DO NOT discard the defective item or its packaging and DO NOT attempt to install it if it is visibly defective. 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 use this as a solution.
If LightForm inspection supports the claim that the product is defective, LightForm’s liability is limited to repairing or replacing the defective product only. In no event shall LightForm be liable for any incidental or consequential damages including, without limitation, damage to other property and equipment, loss of profits, or compensation for services or delays on site.
Contact Customer Service
Missing Item Claim
Note: if you do not have an existing order with us but still have a question, please connect with your LightForm rep (if you have one) or with our website team WebOrders@lightform.ca