Shipping and Return Policies
1. PRICE GUARANTEE
At KAYLIGHTING.com we’re constantly striving to provide an exceptional customer experience. If within 30 days of receiving your order, you find a lower advertised cost on the product that you purchased, we welcome the opportunity to match the competitor’s price. As a U.S. authorized reseller, we have an obligation to adhere to the pricing guidelines set forth by the manufacturers that we work with. In some cases their policies do not allow us to price match, but we try to do everything we can to accommodate our customers. If your purchase meets the standards outlined below, simply send the active URL link of the competing product page, along with your contact information and order number to sales@KAYLIGHTING.com. A KL. team member will contact you within 2 business days.
- Comparison prices must be on products sold by an authorized dealer. Verification will be performed by KAYLIGHTING.com.
- Comparison prices must include all shipping and handling charges and taxes.
- Comparison products must be exactly the same as the item you purchased (i.e. finish, trim, shade, etc).
- Sale and Closeout items are not eligible for the Price Guarantee Program.
- The Price Guarantee Program is applicable towards individual items only. Items purchased using volume, trade, and/or professional discounts are excluded.
2. SHIPPING + DELIVERY
How Much Does Shipping Cost? We offer free shipping on most orders over $75. Orders that do not meet the $75 threshold are charged a $9.99 flat rate shipping fee. There are select product exclusions (unusually large or bulky items) that do carry associated shipping or handling charges. Additionally certain manufacturers require that we, as an authorized dealer, pass along specific shipping costs to the customer as well. In these cases, the total shipping charges are clearly identified on the product page or during checkout. For select products, upgraded delivery options may be available for purchase during checkout. Shipping Lead Times Shipping lead times are listed on each product page and are based on how long it takes an order to be processed and shipped by the manufacturer. We make every effort to provide accurate lead times based on information provided to us by the manufacturer. Once your order ships, you will receive an email with tracking information. Multiple Shipments Since items ship directly from the manufacturer, orders of two or more items may result in multiple shipments arriving on different days. You will receive an email with tracking information for all packages. Expedited Shipping Services Expedited shipping services such as 3 Day Select, 2nd Day Air and Next Day Air may be available through certain manufacturers. Please contact our customer relations team to inquire about product availability, turnaround time and quotes. Freight Delivery Some larger items must be shipped via freight service. Orders shipped via freight service will be delivered curbside only. Additional charges, such as lift gate fees, storage fees, in-home delivery fees and residential delivery fees may apply. White Glove delivery is available for an additional fee at checkout for select items. All freight carriers will call you to schedule a convenient delivery time. Orders Outside the Continental US Orders shipping to Alaska, Hawaii, Puerto Rico and US Territories or Protectorates may incur shipping charges. Our customer relations team will contact you directly if there are any additional fees. Canada Orders All orders shipping to Canada will be charged a $100 flat rate. This shipping charge does not include customs charges, duties, dock fees, brokerage fees or any other internationally related charges. Generally, orders shipping to Canada take 7-10 business days to arrive from date of shipment. Please note that some of our products are not available for shipment to Canada. Canadian orders will be charged to your credit card in US dollars. For more information regarding International Shipping please call our customer relations team at 1.800.331.5111.
Disclaimers; No Warranties THIS SECTION SHALL BE READ IN CONJUNCTION WITH SECTION 21 BELOW. THE SERVICE AND ALL PRODUCTS, MATERIALS, AND CONTENT AVAILABLE FROM OR SOLD THROUGH THE SERVICE ARE PROVIDED "AS IS" AND ON AN "AS AVAILABLE" BASIS, WITHOUT WARRANTY OR CONDITION OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, UNLESS OTHERWISE SPECIFIED IN WRITING. THE KL. ENTITIES SPECIFICALLY (BUT WITHOUT LIMITATION) DISCLAIM ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, RELATING TO THE SERVICE AND ALL PRODUCTS, MATERIALS, AND CONTENT AVAILABLE THROUGH THE SERVICE, INCLUDING BUT NOT LIMITED TO: (A) ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, QUIET ENJOYMENT, OR NON-INFRINGEMENT; AND (B) ANY WARRANTIES ARISING OUT OF COURSE OF DEALING, USAGE, OR TRADE. THE KL. ENTITIES DO NOT WARRANT THAT THE SERVICE OR ANY PART OF THE SERVICE, OR ANY PRODUCTS (INCLUDING PRICES, PRODUCT IMAGES, SPECIFICATIONS, AVAILABILITY, AND OTHER DESCRIPTIONS THEREOF), MATERIALS, OR CONTENT OFFERED OR MADE AVAILABLE THROUGH THE SERVICE, WILL BE UNINTERRUPTED, SECURE, ACCURATE, COMPLETE, RELIABLE, OR FREE OF ERRORS, VIRUSES, OR OTHER HARMFUL COMPONENTS, AND DO NOT WARRANT THAT ANY OF THE FOREGOING WILL BE CORRECTED. IF YOU ARE NOT SATISFIED WITH ANY PRODUCT ORDERED THROUGH THE SERVICE, YOUR SOLE AND EXCLUSIVE REMEDY IS TO RETURN THE UNUSED PRODUCT AS PERMITTED PURSUANT TO SECTION 5 OF THESE TERMS. NOTWITHSTANDING THE FOREGOING, CERTAIN SUPPLIERS OR PROVIDERS OF PRODUCTS SOLD THROUGH THE SERVICE MAY SEPARATELY PROVIDE LIMITED WARRANTIES WITH RESPECT TO THEIR PRODUCTS SOLD THROUGH THE SERVICE. THE DISCLAIMERS IN THIS SECTION 16 DO NOT APPLY TO SUCH PRODUCT WARRANTIES PROVIDED SEPARATELY BY THE SUPPLIERS OR PROVIDERS. PLEASE REVIEW THE RETURNS POLICY OR CONTACT THE KAY LIGHTING CUSTOMER SERVICE TEAM (CONTACT INFORMATION AVAILABLE AT HTTP://WWW.KAYLIGHTING.COM) FOR INFORMATION REGARDING SUCH SPECIFIC PRODUCT WARRANTIES AND THE AVAILABILITY THEREOF. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM THE SERVICE OR ANY MATERIALS OR CONTENT AVAILABLE ON OR THROUGH THE SERVICE WILL CREATE ANY WARRANTY REGARDING ANY OF THE KL. ENTITIES OR THE SERVICE THAT IS NOT EXPRESSLY STATED IN THESE TERMS. YOU ASSUME ALL RISK FOR ALL DAMAGES THAT MAY RESULT FROM YOUR USE OF OR ACCESS TO THE SERVICE, YOUR DEALINGS WITH OTHER SERVICE USERS, AND ANY MATERIALS OR CONTENT AVAILABLE THROUGH THE SERVICE. YOU UNDERSTAND AND AGREE THAT YOU USE THE SERVICE AND USE, ACCESS, DOWNLOAD, OR OTHERWISE OBTAIN MATERIALS OR CONTENT THROUGH THE SERVICE AND ANY ASSOCIATED SITES OR SERVICES AT YOUR OWN DISCRETION AND RISK, AND YOU WILL BE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR PROPERTY (INCLUDING YOUR COMPUTER SYSTEM USED IN CONNECTION WITH THE SERVICE) OR LOSS OF DATA THAT RESULTS FROM THE USE OF THE SERVICE OR THE DOWNLOAD OR USE OF SUCH MATERIALS OR CONTENT. SOME JURISDICTIONS MAY PROHIBIT A DISCLAIMER OF WARRANTIES AND YOU MAY HAVE OTHER RIGHTS THAT VARY FROM JURISDICTION TO JURISDICTION.
We want you to love your purchase. KL. accepts returns on a vast majority of our products (in new, uninstalled condition and original packaging) within 30 days of receipt, unless otherwise noted on the product page. Contact our Customer Service Team to initiate a return merchandise authorization (RMA). You are responsible for shipping the product back to us and we will credit your account within 10 days of receiving and inspecting the product in our warehouse, less a deduction for the price of outbound shipping. To ensure it arrives safely, we highly recommend you return the product via the shipping method/carrier we used to send it to you. You must initiate shipment within 10 days of receipt of the RMA#. Manufacturer restocking fees may apply up to 25% on specific products. Please note that due to customs, shipping and duty fees, we are unable to accept returns on any Canadian orders. All orders shipped to Canada are final sale. Items marked non-returnable may not be cancelled or returned. Custom or Made-to-Order items, imported items, and certain large volume orders are also non-cancellable and non- returnable.
5. Products Not Eligible for Return/Exchange.
Sorry, we cannot accept returns on:
- Custom orders / special orders
- Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
- Closeout items
- Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
- Items not in resalable condition or items missing the original packaging
- Items not purchased from KL.
- Items not purchased by the original customer (we require the original purchase receipt)
- All items must be in new resalable condition, uninstalled, and include all original packaging.
- We will issue a return shipping label which must be used within 7 days.
- The cost of return shipping will be deducted from your refund, which will be issued 7-14 days after the manufacturer receives the return.
- The following purchases are not eligible for return: Items that have been installed, Custom Made products, Clearance or Closeout products, Light Bulbs, Lamp Shades, Glass, Replacement Parts, Expedited Shipping Fees.
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, 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 or with parts missing, you must notify us within 3 days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team 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 utilize this as a solution.
7. Defective Products
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, but you must report any product defect within 30 days of receiving your order. Regarding Missing Parts: Please make sure all boxes are inspected thoroughly for all parts before discarding box.
Most of our manufacturers guarantee their products with a warranty. Please contact us if you have questions regarding specific product warranties. KL and its suppliers shall not be liable for any indirect, special, consequential, or incidental damages including, without limitation, lost profits or revenues, costs of replacement goods, loss or damage to goods or services arising out of the use or inability to use this site or any product purchased from KL., damages resulting from use of or reliance on the information present, even if KL. or its suppliers have been advised of the possibility of such damages.
9. Dispute Resolution.
Governing Law & Venue. Any substantive matter of law involving a dispute between KL and the user shall be resolved via the laws of Pennsylvania. Any dispute, claim or controversy arising out of or relating to this Agreement or the breach, termination, enforcement, interpretation or validity thereof, shall be determined by binding arbitration before an arbitrator in Montgomery County, Pennsylvania. The arbitration shall be administered by JAMS pursuant to its streamlined Arbitration Rules and Procedures. Judgment on the award may be entered in any court having jurisdiction. This clause shall not preclude parties from seeking provisional remedies in aid of arbitration from a court of appropriate jurisdiction. Notwithstanding the foregoing, prior to arbitration, the parties agree that any and all disputes, claims or controversies arising out of or relating to this Agreement shall be submitted to JAMS, or its successor, for mediation, before a single mediator in Montgomery County, Pennsylvania, and if the matter is not resolved through mediation, then it shall be submitted to JAMS, or its successor, for final and binding arbitration pursuant to the arbitration clause set forth above. The parties covenant that they will participate in the mediation in good faith, and that they will share equally in its costs. All offers, promises, conduct and statements, whether oral or written, made in the course of the mediation by any of the parties, their agents, employees, experts and attorneys, and by the mediator or any JAMS employees, are confidential, privileged and inadmissible for any purpose, including impeachment, in any arbitration or other proceeding involving the parties, provided that evidence that is otherwise admissible or discoverable shall not be rendered inadmissible or non-discoverable as a result of its use in the mediation. The provisions of this clause may be enforced by any court of competent jurisdiction, and the prevailing party shall be entitled to an award of all costs, fees and expenses, including attorneys’ fees and the reimbursement of fees paid to the mediator(s) and arbitrator(s), to be paid by the non-prevailing party against whom enforcement, judgment, or award is ordered. Should the arbitration or mediation provisions of this clause be invalidated for any reasons, the parties agree to resolve all disputes in the federal and state courts of Montgomery County, Pennsylvania.