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Return & exchange

Return

Postal return: You need to contact WEB customer service within 14 days to start the process of returning the articles. The service must provide you with a return number before you proceed with your shipment. The items and their packaging must be complete, unaltered (in their exact original condition). The customer must cover shipping costs for any return of merchandise. The customer must contact WEB customer service (by phone or Email) to provide the tracking number from the carrier and must insure the returned merchandise since he remains the owner of the items until they are received. When warehouse staff confirm that the items are intact (original condition), the WEB customer service will issue a refund of the returned items at the original price paid. All shipping costs, including those incurred for returns, are not refundable.

In-store return: Upon receipt of your goods, you have 14 days to return them to one of our stores. You must have your confirmation of WEB order on you. Items and their packaging must be complete and unaltered (in the exact original state). When the customer service staff confirm that the items are intact (original condition), the branch will issue a notice to the WEB customer service so that it performs the refund of items returned at the original price paid. All shipping costs, including those incurred for returns, are not refundable.

This return policy does not apply to products that are marked Final Sale.

Exchange

Postal exchange: You need to contact WEB customer service within 14 days to start the process of exchange. The service must provide you with an exchange number before you proceed with your shipment. You can process, therefore, the purchase of your new selected item on our website. Upon receipt of the unwanted item, we will refund this product. The items and their packaging must be complete, unaltered (in their exact original condition). The customer must cover shipping costs for an exchange of merchandise. The customer must contact WEB customer service (by phone or email) to provide the tracking number of the carrier and must adequately insure the returned merchandise since he remains the owner of the items until they are received. When the warehouse staff will confirm that the items are intact (original condition), WEB customer service will issue a credit for the returned items at the original price. All shipping costs, including those incurred for returns, are not refundable.

In-store exchange: Upon receipt of your goods, you have 14 days to exchange them in one of our stores. You must have your confirmation of WEB order on you. Items and their packaging must be complete and unaltered (in the exact original state). When the customer service staff confirm that the items are intact (original condition), the branch will issue a notice to the WEB customer service so that it performs the refund of items returned at the original price paid. All shipping costs, including those incurred for returns, are not refundable.

This return policy does not apply to products that are marked Final Sale.

Defective or damaged product

Following receipt of your goods, you have 14 days to contact WEB customer service to report a damaged or defective product. A defective or damaged product is not an exception to our return policy. Multiluminaire.ca will not in any circumstance be responsible for any damage you may suffer due to a defective or damaged item.

Defective part: Following your service call, the replacement part will be shipped to you free of charge.

Non-repairable product: Following your service call, we will proceed to the exchange once we received and inspected your defective item at our warehouse. The service must provide you with an exchange number and a return coupon before you proceed to your shipment.

One year warranty on products unless otherwise stated.

Final sale

Some of our products are in FINAL SALE. Those products are not exchangeable or refundable. They will be specially ordered for you and/or can’t be taken apart once installed or if it is a product of our LIQUIDATION SECTION. The manufacturer warranty is still available for products. If the product is defective or damaged, we will send you the parts or replacement for the same product only.