Return Policy

At Montreal Lighting & Hardware, we are committed to delivering a smooth and trustworthy shopping experience. We understand that sometimes a product may need to be returned or exchanged. Below is our detailed return and warranty policy to help guide you through the process.

Return Eligibility & Conditions

Return Notification

• Customers must notify us within 14 days of receiving the product to be eligible for a return.

• Returns requested after 15 days from the delivery date will not be accepted.

• To start a return, please email our team at support@montrealluminaire.com. We will confirm your request within:

  • 24 hours on weekdays

  • 48 hours on weekends

• A Return Goods Authorization (RGA) number is mandatory for all returns. Returns without an RGA will not be accepted.

• Customers are responsible for return shipping costs, unless the return is due to a shipping error or a defective product.

• Items must be returned in their original packaging, including all components and accessories. Improperly packaged returns that arrive damaged may be refused or denied a refund.

Condition of Returnable Items

Products must meet the following criteria:

• Uninstalled, unused, and in resalable condition

• No cut wires, scratches, or signs of installation

• Original packaging must be intact

Non-Returnable Items

• Custom or special orders

• Clearance and final sale items

• Items discontinued by the manufacturer

• Installed, wired, or modified products

• Light bulbs or opened accessory items

Cancellation Policy

• Orders cannot be canceled once shipped (from our warehouse or a manufacturer’s).

• If a shipping label has been created, the order is considered in transit and will be subject to the return policy above.

Restocking Fees & Store Credit

• Returns are subject to a 25% restocking fee. This covers inspection, repackaging, return logistics, and processing.

• Store Credit Option: Choose a store credit (gift card) instead of a refund, and we’ll waive the restocking fee. Store credit never expires and can be used on any future purchase.

Special Orders

• Special orders follow the standard return policy once shipped.

• If you'd like to cancel, please do so before the supplier releases the order.

• Large or fragile fixtures may need custom return shipping—contact us for help before returning.

How to Make a Return

1. Email us at support@montrealluminaire.com to request an RGA.

2. We will issue the RGA number and return shipping address.

3. Once the item is returned and inspected, a refund or credit will be processed within 30 days.

4. You are responsible for filing any claims with the carrier for lost or damaged return shipments. We recommend using a trackable and insured service.

Damaged or Rejected Returns

• If returned items are damaged or unsellable, you will be notified.

• No refund will be issued. You can choose to:

  • Have the item shipped back to you (at your expense) within 14 days

  • If we do not hear back, the item will be discarded

Warranty & Damage Claims

Damaged Shipments

• Notify us of any damaged or defective items within 14 days of delivery.

• Email support@montreallighting.com with photos or videos to support your claim.

• We will:

  • Respond within 24–48 hours

  • Coordinate repair or replacement with the manufacturer

• We do not cover expedited shipping for replacements.

Please retain all original packaging until your claim is resolved.

Missing Products

• If an item is missing from your order, notify us within 14 days.

• We cannot process missing item claims after this period.

Late Damage Reports

• If damage is reported after 14 days, we cannot offer a free replacement.

• However, we may offer:

  • A discount on a replacement

  • Assistance in coordinating repair at the customer’s expense

Warranty Coverage

After the 14-day damage window, your product may be covered by our limited warranty:

Covered:

• Electrical issues (within 1 year of purchase)

Not Covered:

• Cosmetic damage (scratches, cracks, broken parts)

• Consequential or property damage

• Installation/removal labor

• Modified, misused, or improperly installed products

• Light bulbs (including those shipped with fixtures)

To file a warranty claim, email us with your order number and description of the issue.

We're Here to Help

If you’re unsure about any part of our return or warranty process, or if you need personalized support:

📧 support@montreallighting.com
📞 514-416-2013

Our friendly customer service team is always happy to assist.