RETURNS & EXCHANGES
Your satisfaction is our highest priority. Orders may be returned within 30 Days upon delivery. It is the customer's responsibility to pay for shipping the item(s) back to Sasha Lighting or one of our affiliates.
Orders may be placed online 24-hours a day, by calling toll free (877) 966-3989 between 10am - 6pm CST Monday through Friday or by sending an email to firstname.lastname@example.org. Please do not include your credit card information in any email. A Sasha Lighting representative will contact you via phone during our regular business hours for processing.
When an order is placed, it is instantly sent to the distribution warehouse for processing and shipping preparation. This means that unfortunately once an order is placed, we cannot alter or change it.
If your item is being delivered with an oversize or white glove carrier, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, Sasha Lighting is not responsible for any defects or damages found after delivery is completed.
Customers must contact us in advance of returning items to receive a Return Authorization Number and appropriate instructions. Returns sent that do not include Return Authorization will not be accepted.
Returns must be prepaid in it's original packaging; uninstalled, unaltered, unused and free of dust, debris and damage. A 10% restock fee will be applied. Upon return, your item will be inspected and exchanges, credits or refunds will be issued to the original method of payment. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. Sasha Lighting reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.
All returns & exchanges must be post-marked within 30-days of the initial delivery date without exception.
Please make sure the item you order is what you intend to use. For specific questions on sizes, finishes, or colors, please contact us before ordering. As a good rule-of-thumb, measure twice, order once.
Returning Orders from Outside the Contiguous 48 States
International orders and orders shipped to Hawaii or Alaska cannot be returned.
If you wish to make a one-time exchange for another item(s) of equal or greater value on SashaLighting.com, we will waive all return fees. Please contact us in advance for an Exchange Authorization. Please note anything of greater value, we can send you a custom checkout link for the difference of the exchange.
Special orders begin production immediately upon order placement and are built to your specifications. As a result, the item(s) cannot be canceled, changed, returns or refunded at any time.
Preparing Your Return
Sasha Lighting reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage in return transit, installation or misuse by the client. All items must be shipped back securely within their original, protective outer packaging/parcel, and internal protective material, or items must be repackaged with adequate, protective material and an outer box/parcel without exception. Damaged and unpackaged returns will not be accepted.
Damage or Defective Items
For items damaged in transit, please retain all original packaging and take photographs of the damage when the item is first delivered. White Glove Delivery agents may be able to take the item back immediately upon inspection of the damage. If an item is delivered via a White Glove Delivery service, all damaged items should be refused by the customer. Sasha Lighting will replace or repair the damaged item free of charge. For items with superficial damage that can be repaired, some or all repair work may take place at the delivery address, or at an off-site location, depending on the item and circumstances.
If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify us within 3 business days of original delivery date.
Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.
If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify us within 3 days to initiate a replacement request.
Any notifications or damage claims initiated outside of the above-referenced time frames will not be honored. We cannot process a claim or issue a return on lighting, rugs or any items that have been installed.
If an item is damaged in transit and there are no replacement items available and the item cannot be repaired, Sasha Lighting will assist customer with filing a claim with the carrier to recover retail price plus shipping cost.
In the event that the package is not received or lost in transit, but shows delivered to the shipping address associated with the order, Sasha Lighting will not be liable for non-receipt of goods or replacement of goods. Sasha Lighting will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels.
Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.
Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size and delivery methods or carriers, please email email@example.com. Orders that are cancelled or refused at delivery due to sizing issues are considered a return.