Return Policy

At Illuminating Expressions, our number one goal is 100% customer satisfaction. We take pride in our personal customer service and strive to make our customer’s shopping experience enjoyable. If you are not satisfied with the product(s) you purchased we will guide you through our 14 day return policy.

Please note our knowledgeable sales associates are here to assist customers with the best possible product selection, but it is the responsibility of the customer to acquire accurate measurements, desired design style, and proper lighting requirements before placing their final order.

Standard Return Policy

We will grant a refund or store credit for unused and undamaged items within 14 days of receipt with proof of purchase. All returns are subject to a 25% restocking fee and, if applicable, the return shipping and handling costs. Please inspect all merchandise upon receipt and report damaged products within 3 business days.To start your return please contact us at (585)453-8200 or email us at customerservice@ielighting.com. Please read the terms below regarding non-eligible returns.

Items not eligible for returns or credit include:

  • Special purchases, including: custom orders, clearance items, inventory sale items, closeouts, displays, items sold “As Is”, final sales, etc.
  • Any item that has been assembled, installed (including cut wires), modified or used in any way.
  • Any item not in resalable condition.
  • Any item not in the original box with sufficient packaging materials.
  • Large orders: (Orders containing 3 or more of a single item or orders with a retail price greater than $500). When ordering large quantities, we suggest ordering a sample for evaluation.
  • Light bulbs, parts, and shades.
  • Any item not purchased from Illuminating Expressions
  • Shipping & handling charges, including rush handling fees and drop ship fees.
  • Credit card fees are non refundable (average 6%)

Web Orders Exclusively

Web orders are to follow the same return policy as the "Standard Return Policy."

Sales Tax- We charge the state sales tax on all orders shipped to New York. For orders shipped outside of New York the customer is responsible for any required taxes within your jurisdiction.

Shipping on web orders:

  • Shipping cost will be determined by manufacturer's box dimensions and box weight.
  • Larger items will ship via freight carrier. Items shipped freight carrier are delivered curbside or driveway only and may incur an over-sized item surcharge.
  • Freight carrier orders require that someone 18 years and older is available to accept delivery.
  • Most carriers will contact you to set up a delivery time.
  • Inspect the delivery upon receipt. Write on the delivery receipt any damages noted on the package(s). It is the responsibility of the customer to inspect the delivery, not the driver.
  • If the carrier is unable to contact the customer, the customer will be responsible for any storage fees.
  • Before placing a web order, please call the store at (585)453-8200 to see if your order is eligible for a free "in store" pick up.

Customer Pickup

For customers opting for in-store pickup, we kindly request that you contact our showroom prior to your visit. This ensures that our team can prepare your order efficiently and have it ready for your convenience. By coordinating with us in advance, we guarantee a seamless and expedited pickup experience for you. Please reach out to our showroom via phone or email to schedule your pickup appointment. We appreciate your cooperation in enhancing your shopping experience with us.

Damaged & Defective Goods Policy

When a product is damaged in transit or there is a manufacturer product defect we will do everything we can to bring a satisfying and timely conclusion. Please inspect all merchandise upon receipt. Illuminating Expressions will not accept reported damaged or defective products after 3 days from time of receipt. If you refuse your package due to damage, please date and sign the delivery receipt, write damage on the receipt then call us immediately at (585)453-8200. Illuminating Expressions is not responsible for damages incurred by contractors, electricians or shipping companies.

Cancellation Request

If you would like to cancel an order please contact us at (585)453-8200. If the order has not shipped from the manufacturer we will submit a request to the manufacturer for cancellation. Please be aware that once an order has already shipped it cannot be canceled, rerouted or redirected by us. If you would still like to return the item, you will need to follow the "Standard Return Policy". If delivery is set up to ship to your house or a location other than Illuminating Expressions, please do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee paid by the customer. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for round-trip shipping costs. Reminder, some items that are custom made or built-to-order cannot be canceled. We will hold 6% of the total cost for all cancellations purchased with a credit card.

Items on Backorder

If you are canceling an order due to backorder, we sincerely apologize for the delay and will grant a full refund or store credit.

At the store manager’s discretion, we can refuse any return or refund at any time.

We sincerely appreciate your business and we strive to make your lighting selections a pleasant and enjoyable experience. Thank you for choosing Illuminating Expressions.

Owner,
Joey Danzig