Our business if fairly seasonal in nature, therefore before attempting to returning any merchandise, please call Sugarloaf Lighting at (866) 445-4449 in order to receive a Return Merchandise Authorization (RMA) number. Sugarloaf Lighting must receive the returned item within 10 days after an RMA number has been issued. An assigned RMA number is valid for 10 days only and will expire on the 11th day after the date of issuance, at which time any returned products will be refused.
Sugarloaf Lighting happily accepts returned items within 30 days after merchandise is received. A full refund will be issued, less a 20% re-stocking fee, if all returned items are new and in their original packaging. These fees cover the cost of credit card fees associated with your transactions as well as employee labor to ship and then process your return.
If you are exchanging a new, unused product for another product on our website this re-stocking fee can be waived. Please call our offices for details before you return any items for credit or exchange.
Products that have arrived defective or have become defective within 30 days of shipment may be returned for credit or exchanged for a replacement product. All replacements must be an identical product and version. Do not throw away or destroy defective or damaged in shipping merchandise, call us to receive further instructions and to have a replacement sent.
Items should be returned with a copy of the invoice, manuals and accessories in the original shipping carton or similar packaging. Failure to return all original merchandise with accompanying accessories and materials will result in the product being returned without credit and at the expense of the customer.
We do not issue credit for costs incurred in shipping a returned item.
We do not accept returns on Custom Cut Rope Light or special ordered materials.
Orders placed during the November-December holiday season must be returned to us on or before December 15th or they will not be accepted and no credit or refunds will be issued.