Return & Exchange Policy


 What is your Return and Exchange Policy?

We stand behind our products. Items can be returned for exchange or full refund within 14 days from the date you receive your merchandise. We are not responsible for any purchase after this 14-day period after the merchandise was received.

We accept returns and exchanges on all items with the exception of custom lighting, wallpaper, and art, items must be in new condition, especially for our LIGHTING PRODUCTS 

 

  1. Restocking Fee: To account for the complexities associated with packaging and shipping lighting and other products, Shop Marie Antonette applies a 35% restocking fee for items being returned.

  2. Return Shipping Responsibility: Unless the return is a direct result of an error on our part, such as receiving the wrong item or a defective product, the responsibility for the return shipping fee lies with the buyer.

  3. Required Proof: In order to initiate a return, it is imperative to furnish clear photographic or video evidence as proof of the reason for return. This documentation is essential for qualifying for the return process.

    • Acceptable Returns: Products are eligible for return if they are in their original, unopened packaging.

    • Restocking Fee: A 35% restocking fee is applied to returned items due to the complexities of packaging and shipping.

    • Return Shipping Responsibility: Unless there's an error on our part (e.g., wrong item or defective product), return shipping costs are the responsibility of the buyer.

    • Required Proof: To initiate a return, provide clear photographic or video evidence of the reason for return. This documentation is essential for processing.

    • Non-Refundable Items: Custom, art, yardage, and sale items cannot be refunded or exchanged.

    • Inspect Your Order: Inspect your order upon delivery. If there are issues, contact us within 14 days at 708-232-6445 or via email at support@marieantonette.shop or hq@marieantonette.shop.

    • Damaged or Incorrect Items: If you receive a damaged, defective, or incorrect item, contact us immediately for resolution.

    • Shipping Times: In-stock items usually ship within 5-20 business days. Cancellations are not possible once shipped. Furniture, Custom, and Special Order items cannot be canceled.

    • Final Sale Items: Wallpaper, fabric, accessories, art, custom orders, and sale items are final sale and not eligible for refunds or exchanges.

    • Return Policy for Lighting: Lighting can be returned but is subject to a 35% restocking fee. It must be in its original packaging and condition.

    • Shipping Costs: You are responsible for outbound and return shipping charges. Use a traceable method (e.g., FedEx, UPS).

    • Return Timeframe: Returns must be in their original condition and packaging within 30 days. Credit card orders will be refunded to the original account.

    • Non-Refundable Charges: Shipping and Delivery Service charges are not refundable.

    • Contact Us for Returns: To start a return, contact us at:

    • Price Adjustments: We honor price adjustments if the merchandise was purchased at full price and is marked down within 14 days of receipt.

    • Customs and Tariff Fees: We are not responsible for any customs or tariff fees. We can guide you on avoiding delays at customs.

    • Problem Resolution: If you encounter any order problems, our knowledgeable staff is here to assist you in resolving them to the best of our ability.

    At Shop Marie Antonette, we're dedicated to providing a clear and fair return and exchange process. If you have any questions or concerns, please don't hesitate to reach out to us for assistance. Your satisfaction is our priority.

 

Shop Marie Antonette Refund Policy for Lighting Products

At Shop Marie Antoinette, we are committed to providing our customers with high-quality lighting products that enhance their living spaces. We understand that sometimes situations arise where you may need to request a refund for your lighting purchase. This Refund Policy outlines the terms and conditions under which refunds for lighting products will be processed. Please read this policy carefully before making a purchase.

1. Eligibility for Refund: We offer refunds for lighting products under the following conditions:

  • The product is defective or damaged upon arrival.
  • The product differs significantly from the description provided on our website.
  • The product is not functioning as intended and cannot be fixed through troubleshooting or technical support.

2. Refund Requests: To initiate a refund request, you must contact our Customer Support within [14 ] days after receiving the product. You can reach us via email. Please provide the following information when contacting us:

  • Order number
  • Product name 
  • Reason for the refund request
  • Clear photos or videos showing the issue with the product

3. Inspection and Verification: Upon receiving your refund request, we will review the provided information and may request additional details or evidence to validate the claim. In some cases, we may ask you to return the product for further inspection. You must follow our return instructions precisely for your refund to be processed.

4. Return Process: If returning the product is required, we will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to package and send the item back to us. The returned item must be in its original packaging and include all accessories, manuals, and components.

5. Refund Types:

a) Full Refund: If the product is deemed defective, damaged, or significantly different from the description, and we are unable to provide a suitable replacement, you will be eligible for a full refund, including the original shipping cost.

b) Partial Refund: In some cases, we may offer a partial refund if the issue with the product can be rectified with minor repairs or adjustments.

6. Refund Processing: Once we receive the returned item and confirm the issue, we will process the refund within [2-3] business days. The refund will be issued using the original payment method used for the purchase. Please note that it may take additional time for the refund to reflect in your account, depending on your bank or payment provider.

7. Non-Refundable Situations: Refunds will not be provided under the following circumstances:

  • Normal wear and tear of the product.
  • Damage caused by misuse, mishandling, or improper installation.
  • Changes in personal preferences after the purchase.
  • Products returned without obtaining an RMA number or not following our return instructions.

8. Exclusions for our Lighting Products

  • Installation and removal services are not included in the purchase price and are not eligible for refund.
  • Any costs associated with the installation, removal, or any other related services are the sole responsibility of the customer.

9. Policy Abuse and Discretion:

Shop Marie Antonette reserves the right to refuse returns or exchanges in cases of suspected policy abuse, including but not limited to serial returns, excessive returns, or fraudulent claims. Our decision will be final.

Contact Us:

For inquiries regarding our return and refund policy, or if you have any questions about a specific purchase, please don't hesitate to contact our customer service team at support@marieantonette.shop 

 

 

 Post-Refund Responsibility:

After a refund has been processed,Shop Marie Antonette's responsibility for the product ceases. The following points outline the customer's understanding and agreement regarding this:

  • Ownership Transfer: Upon refund approval, ownership of the product reverts back to Shop Marie Antonette. The customer relinquishes any rights, claims, or responsibilities related to the refunded item.
  • Warranty and Support: Any warranties, guarantees, or support agreements associated with the product will be null and void once a refund has been issued.
  • Returns and Exchanges: Subsequent returns, exchanges, or requests for support for the same product will not be accommodated, as the customer has received a refund and has effectively concluded their relationship with the item.

By making a purchase from Shop Marie Antonette you acknowledge and agree to the terms outlined in this return and refund policy.

 What if my product arrives damaged or missing some parts?

Marie Antonette stands 100% behind our products. Each piece is carefully finished and packed to ensure safe transport. We have selected our shipping vendors for their quality of service and care of the product. We encourage you to inspect your items on receipt of your purchase. In the event that damage occurs in transit or you discover any manufacturing defects, please contact us immediately email us at support@marieantonette.shop or hq@marieantonette.shop 

As per our store policy we do require that claims are reported within (14) days after the delivery.  If you need to store your items for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage as the (14 ) day claims window will still apply. As more time passes, we are no longer able to determine the cause of any damages. We require all items be signed for at the point of delivery precisely to accommodate the inspection of these items, but we understand sometimes concealed damage is not always obvious upon receipt. 

"Return and Exchange Policy: Addressing Installation-related Concerns and Ensuring Customer Satisfaction"

 At Shop Marie Antonette we strive to provide our customers with the highest quality lighting products that undergo rigorous testing and quality control measures. However, in the event that an installation issue occurs, we want to ensure that our customers receive the best possible support.

 While our lighting products are designed to meet strict safety standards, it is important to note that proper installation should always be carried out by a licensed electrician. This ensures that the installation is done correctly and minimizes the risk of any electrical issues.

In the unfortunate event that an installation error or electrical shorting occurs, Shop Marie Antonette cannot be held liable for any damages or injuries resulting from such incidents. Our responsibility for the product ends once it leaves our facilities and is handed over to the customer or their chosen electrician.

For this reason, we regret to inform you that any lighting product damaged due to improper installation or mishandling by an electrician is not eligible for return or exchange. We strongly advise customers to carefully select a licensed electrician who possesses the necessary skills and expertise to handle the installation process.

However, we understand that exceptional circumstances may arise, and we are committed to providing excellent customer service. If you encounter any issues or have concerns about our lighting products, we encourage you to reach out to our customer support team. They will be more than happy to assist you and explore possible solutions on a case-by-case basis.

We value our customers' satisfaction and safety. We continuously strive to deliver top-notch lighting products and support, and we appreciate your understanding in adhering to proper installation procedures for optimal performance and safety.

 

 

Easy-to-follow step-by-step guideline for Returns of our Lighting Products 

Step 1: Evaluating Return Eligibility

  • Restocking Fee: To account for the complexities associated with packaging and shipping lighting and other products, Shop Marie Antonette applies a 35% restocking fee for items being returned.
  • Return Shipping Responsibility: Unless the return is a direct result of an error on our part, such as receiving the wrong item or a defective product, the responsibility for the return shipping fee lies with the buyer.
  • Required Proof: In order to initiate a return, it is imperative to furnish clear photographic or video evidence as proof of the reason for return. This documentation is essential to qualify for the return process.

Before proceeding with a return or exchange, please ensure that your situation meets the following criteria:

  • The request for return or exchange is made within 14 days from the date of receiving your purchased order.
  • The product is in its original, unused condition, complete with all original packaging, accessories, and documentation.
  • The product remains unharmed, unmodified, and shows no signs of wear or usage.

Step 2: Initiation of Return or Exchange

To initiate a return or exchange, please follow these steps:

  • Reach out to our dedicated Customer Service experts via email at support@marieantonette.shop 
  • Provide your order number and a brief explanation for the return or exchange.
  • Our proficient Customer Service team will promptly provide you with a Return Authorization (RA) number and detailed instructions for the next steps.

Step 3: Secure Packaging and Return

For a safe return or exchange process:

  1. Carefully pack the lighting product in its original casing, providing ample protection to prevent potential damage during transit.

  2. Include a copy of the original purchase receipt or packing slip inside the package. This helps us process your return efficiently.

  3. You can send the merchandise back to us at the address below using any trackable shipping method, at your expense.

  4. Contact us at support@marieantonette.shop, and we will provide you with a return order form and detailed instructions.

  5. Print the final page of the return order form or use the "Return or Exchange" form included in your original package. Include it in your return box.

  6. It's advisable to choose a carrier that provides a tracking number to ensure your package's safe and traceable delivery.

  7. Please note that packages must be returned prepaid. We do not accept COD (Cash on Delivery).

This ensures a smooth and secure return or exchange process. If you have any questions, feel free to contact us for assistance.

Step 4: Efficient Shipping of Return or Exchange

When sending the package for return or exchange:

  • Clearly indicate the assigned Return Authorization (RA) number on the external packaging for easy identification.
  • We recommend choosing a traceable and insured shipping method to ensure secure and timely delivery of the product.

Step 5: Expert Evaluation and Resolution

Once we receive the lighting back to our headquarters our team of experts will thoroughly assess it to verify compliance with the return criteria. After evaluation:

  • If the return or exchange meets the required conditions, you'll receive a prompt email notification for your records.
  • Refunds will be processed using the original payment method used for the purchase. Please allow 3-5 business days for the refund to appear in your account.

Additional Note: Documenting the Return

As an additional step to ensure a smooth return process, kindly take photos of the product before packaging it for return. These photos will serve as documentation of the product’s current condition and will help us expedite the processing of your return. Please include these photos in your return package.

Key Considerations:

  • Shipping and handling charges will not be reimbursed unless the return is related to a defect or an oversight on our part.
  • Special return policies will not be applied to customized or special-order lighting products. We encourage you to reach out to our Customer Service experts for detailed information.
  • Please retain the return tracking number until the completion of the return process.
  • If you have any questions or concerns at any stage of the return or exchange process, feel free to contact our skilled Customer Service team for personalized assistance.


RETURNS:

Please Return Your Package to:

Shop Marie Antonette Returns

1645 West Ogden Avenue

Suite 407

Chicago, IL 60612

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.