Refund policy
We make every fixture ourselves, so if something isn't right we'd rather fix it than argue about it.
Damaged on arrival
If your fixture arrives damaged, we will refund or replace it — your choice. Keep the box and packing material, email a photo to info@customsconce.com, and we'll sort it out. You will not be asked to pay return shipping on a damaged item, and there is no restocking fee.
Returns
No restocking fee. If the fixture has not been installed or used and comes back in resalable condition, you get a full refund of the purchase price.
To qualify, the fixture must be:
- Not installed, not wired in, wires not cut or stripped
- Unmodified, with all parts, hardware and the installation guide included
- In its original box with enough packing material to protect it on the way back
Put simply: if it comes back to us in the condition you received it, we can sell it to the next customer, and you get your money back.
Return requests should be made within 15 days of delivery. Return shipping is the customer's responsibility except where the item arrived damaged or we sent the wrong thing.
How to start a return
Email info@customsconce.com or call 1-754-444-3168 (Monday–Thursday 8am–6pm ET, Friday 8am–5pm ET) with your order number. We'll issue a return authorization and the address to send it to. Please don't ship anything back before you have that — unannounced returns are hard to match to an order.
Other than the return label, please don't write on or mark the box.
Refunds
Once the fixture arrives and we've confirmed its condition, we process the refund to your original payment method. That usually takes under 10 business days on our end; your bank or card issuer may take a few days more to post it.
If you haven't seen a refund after that, check with your card issuer first — there is often a processing delay on their side — then contact us and we'll chase it.
What we can't take back
- Fixtures that have been installed, wired, modified or used
- Custom and made-to-order fixtures, including stainless steel and custom artwork — these are cut specifically for you. Damage and defects are of course still covered.
- Light bulbs and loose parts
- Anything without its original packaging
- Items not purchased directly from CustomSconce.com
Wrong item or a defect
If we sent the wrong fixture or finish, or something is defective, that's on us — tell us and we'll make it right at our cost, refund or replacement, whichever you prefer.
The return address is issued with your return authorization. Questions before you buy are always welcome — call us and we'll help you pick the right size and configuration the first time.