We work very hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price then us within six months of your purchase date please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within six months of your purchase date will refund the difference as well.
To request your partial refund simply e-mail us (email@example.com) a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.
Our 100% Price Guarantee has some limitations:
You must purchase the item from our website before requesting your Price Match Guarantee
Promotions such as rebates and buy one, get one free offers are not eligible
The item must be in stock on the competitors website
The competitor must be an online store, they may not have a retail location
The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
The competitor must be an Authorized Retailer of the product in question
The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax
We do not offer price guarantees on products under our trade name of Queen Lighting, only products from other vendors (Galaxy Lighting, American Imaginations Etc.).
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. If there are any issues with your order we will reach out immediately. Otherwise, once your items have been approved for dispatching the warehouse (usually within 5 business days of your order being placed), we will process the charges and submit the order for shipment. We offer free shipping to Canada and the USA and are not currently offering shipment of products outside of these countries.
Once your order has been received, it will usually ship within five business days. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. Shipment usually takes about 7-20 days to arrive for most products on our store, although in some cases it may be a bit longer (especially as a result of COVID-19). Please bare with us as we work on faster shipping times during this pandemic. If you do not receive tracking information from us within seven business days of your order, feel free to follow up with us at firstname.lastname@example.org.
We are not responsible for any boarder crossing charges or duty fees.
Cancellations & Refunds:
If you wish to cancel an order please email email@example.com within 24hrs of your order being placed for the best chance of cancelling before the item(s) in your order have shipped. If you have emailed us within 24hrs and requested to cancel but your order has already shipped prior to this, then we will not be able to cancel your order. If this is the case, then upon delivery of your order you will need to process a return. Please refer to our Returns & Refunds Policy for instructions on how to process a return. Refunds will only be processed to the payment method that you used when placing your order.
We have a 5-day return policy from the delivery date, which means you have 5 days after receiving your item to request a return. After this, we will not accept any return requests.
To be eligible for a return, your item must be in the same condition that you received it, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please refer to the "Exceptions / non-returnable items" section above to ensure that you are able to return your item. If your item passes all of the requirements then you may send us an email at firstname.lastname@example.org with your request along with photos of the item(s) in its original packaging and condition. Once the return has been investigated and accepted, we will send you instructions on how and where to ship your product for return. As we have multiple different suppliers, their processes for returns are all different and therefore we will specify what is required for each specific case. The cost of the return will be fully refundable by Queen Lighting. We will then inspect the item(s) condition when it has been received at the warehouse. Once approved, the refund will then be processed. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and Other Issues
We will work hard to have any damaged or incorrect items replaced. Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If the item(s) you receive are incorrect or arrive damaged, please send photos to firstname.lastname@example.org within 24hrs and we will process an insurance claim on your behalf. What does an insurance claim mean? This means that we will contact the supplier right away and ask them to send a replacement. We have multiple different suppliers with different processes for handling damages and other issues, therefore in some cases you will be required to return the item and others you will not have to do so. Although, we will communicate with you your specific requirements when you email us. However, if we do not receive an email with photos of the damaged or incorrect product within 24hrs of the item being delivered then we can no longer process an insurance claim and we can only refund 50% of the cost of the damaged/incorrect item. Please keep this in mind when receiving your parcel.
Exceptions / non-returnable items
Products are NOT eligible for return under the following conditions: Products have been previously installed, drilled, permanently marked, spray painted, or in any other way altered from its original condition; Products are "weathered"; degraded due to storage outside or exposure to elements resulting in discoloration; Products are defective due to negligent storage; or Products are equipped with any accessories or options.
Products are NOT eligible for return if they were purchased on sale or at a discount.
The fastest way to ensure you get what you want is to return the item you have. Refer to our "Return Process/Instruction" section for instructions on processing a return. Then you may make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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