COMPANY POLICIES

Return Policy

Ellen Lighting and Hardware, Inc. has a 30 day return policy on all items with the exception of custom made or built to order items, which are deemed non-returnable. If you are not satisfied with your purchase, you may return it at your expense within 30 days of receipt. Some of our manufacturers charge a restocking fee, drop ship fee, and/or minimum order fee, which will be deducted from any refund given. In order for a refund to be given all returned items must be in its original packaging, must not have been installed, and must not contain any wear or damage, nor contain any modifications.

If you wish to return an item, please email us at [email protected] and tell us your order number, which items you would like to return, and the reason you would like to return them. Please include your name, address, and contact information. One of our customer representatives will then provide you with return instructions. Once the item has been received by Ellen Lighting and Hardware, Inc., and has been deemed in satisfactory condition, we will provide you with a refund by either mailing you a check or refunding the card you originally purchased with. We will require your credit card information at the time of refund as we do not keep credit card information on file for security and privacy purposes. If you need to speak to a customer representative in person, please call 713-771-5312, dial 0 for the operator, and ask for Internet Sales.

In the event Ellen Lighting and Hardware, Inc. receives a return that is damaged we will inform the customer via email and hold the item for a minimum of 30 days. It is the customer's responsibility to contact the carrier they used and file a claim for the damage if they believe it was damaged during shipment. If Ellen Lighting and Hardware, Inc. does not receive a response from the customer with 30 days of notification, the item will be donated or destroyed at Ellen Lighting and Hardware's discretion, and no refund will be given.

Damaged and/or Defective Items

Ellen Lighting and Hardware, Inc. understands that purchased items may contain defects from the manufacturer, or may be damaged in transit by the carrier. Ellen Lighting and Hardware will work with their customers in order to resolve any issue in a timely and satisfactory manner, but in order to do so, customers must check all items immediately upon delivery for any damaged, missing, or incorrect products, and then notify an Ellen Lighting and Hardware representative within 24 hours of receipt. Once the cause of any damage or error is determined, either Ellen Lighting and Hardware, Inc. or the manufacturer will repair or replace the item at no additional charge. If however, a customer desires a return in lieu of repair or replacement, those items will be subject to Ellen Lighting and Hardware, Inc.'s Return Policy. Failure to follow this policy will result in a charge for any replacement items.

Order Cancellation

If you would like to cancel an order and receive a refund, you may do so within 48 hours of order placement provided the item has not shipped from Ellen Lighting and Hardware, Inc.'s or the manufacturer's warehouse. Simply contact one of our representatives at [email protected] or 713-771-5312 and notify them of which order or items you would like to cancel. Ellen Lighting and Hardware, Inc. will then send an email stating whether we were able to cancel the order or not. If an order is able to be canceled, Ellen Lighting and Hardware, Inc. will provide a refund by check or by refunding the credit card originally used for purchase. We will require your credit card information at time of refund as we do not keep the credit card information on file for security and privacy purposes. If an order has already shipped, we will be unable to cancel it for you and all items will then be subject to the Return Policy. If an order is unable to be cancelled and delivery is then refused by the customer, the customer will no longer be eligible for any possible refund and will be subject to all shipping fees. Custom made or built to order items cannot be cancelled.

Backorder Items

Ellen Lighting and Hardware, Inc. strives to provide the most accurate information possible regarding the availability of products, but there are instances that the manufacturer provides inaccurate information, or that human error may occur. We will notify you if an item you purchase is backordered and will give you an opportunity to cancel that order at no charge. If the manufacture availability states that the information is unavailable please contact one of our customer service representatives and we will verify the manufacture's stock status. If an item is on backorder, any estimated available dates provided are non-binding and may change at any time without notice.

Other Terms and Conditions

All prices, specifications, special offers, and terms and conditions are subject to change without notice. Errors in web content are possible and will occasionally occur. By using and placing an order through Ellen Lighting and Hardware, Inc.'s website, you are acknowledging this possibility and agree that you will not hold Ellen Lighting and Hardware, Inc. responsible for any typographical and/or photographical errors. Items found on www.ellenlighting.com may contain incorrect pricing, and all pricing cannot be confirmed until an order has been placed. Ellen Lighting and Hardware, Inc. typically will NOT charge your credit card until all information has been entered and confirmed. If an item price is found to be incorrect and is actually higher than the stated price, Ellen Lighting and Hardware, Inc. will, at our discretion, either contact you for instructions on the order, or cancel the order entirely and send you notification. By placing an order on www.ellenlighting.com you agree not to hold Ellen Lighting and Hardware, Inc. liable for any price discrepancies.