Lighting, Fans, and More | DesignDirectLighting

Replacements

On occasion, you may receive a damaged or defective product. Whenever this happens, we will take care of you. Just let us know and we'll make sure to get you a replacement as quickly as possible. Below, you'll find the steps to our replacement process, along with frequently asked questions.

You first need to contact us.
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After filing your request, we will review it. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible. If the original item is required back, we will email you with return instructions and prepaid return labels so that you can send back the damaged or defective merchandise.

Step 1

You first need to file a return request here or login to your account and go to the "My Orders" section. After filing your request, we will review it. Replacement requests sometimes require us to verify the specifics of the damage or defect, so one of our customer service agents may need to contact you for more information. Once we've assessed what is needed to resolve your replacement request, we will send out the appropriate replacement(s) as quickly as possible. If the original item is required back, we will email you with return instructions and prepaid return labels so that you can send back the damaged or defective merchandise.

Step 2

If you are NOT required to ship your damaged product(s) back, go to STEP 4. If you ARE required to send your product(s) back then prepare your products for shipment by making sure the merchandise is in its original packaging. Apply the prepaid labels provided in your instructions.

Step 3

Once your product is ready for shipment, you can take it to a local carrier facility and drop it off with the prepaid labels on the box (the label will specify the carrier). Please ensure that the "RGA" number that was provided with the instructions is on the return label (if it isn't there, please add it to the label - please do not write on the actual box).

Step 4

Your replacement request will be processed immediately at no charge. You will get updates via email from us once the replacement request is confirmed and shipped, including tracking information once shipped.

IMPORTANT: To ensure a speedy replacement, please make sure the following conditions are met.

You must submit a replacement request to Design Direct Lighting within 30 days of receiving the product for any shipping damage.

All merchandise that is returned must have an RGA number.

Merchandise must be in its original carton, including all packaging materials and accessories, and have no markings or writing on box.

F.A.Q.

Should I refuse delivery if my merchandise appears damaged on the outside?

What is an RGA number?

How long until I receive my replacement?

How long until I receive my refund?

What happens if the product I need replaced is discontinued?

What do I do if the original packaging is too damaged to ship back?

What does your replacement policy cover?

Help with your order

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Toll Free: (800) 648-5680
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Monday -Thrusday: 9 a.m. to 6:00 p.m. EST
Friday: 9:00 a.m. to 5:00 p.m. EST
Saturday & Sunday: Closed

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