Refunds and Returns
We have a 30 day return policy. If more than 30 days have gone by since your purchase arrived, unfortunately we can’t offer you a refund.
Terms and Conditions
To be eligible for a return, your item must be unused and intact (in the same condition that you received it without scratches or dents). It must also be in the original packaging. We do not accept light fixtures that have been installed. The electrical cable and chain must be uncut and of the original length as provided.
Special and custom orders cannot be returned due to the expense involved in getting them made and their limited value for resale. Suspension length is customizable for many of our light fixtures but a customized suspension length does not void eligibility for refund. The no-return policy applies to light fixtures that are produced to custom specifications that go beyond customized suspension length.
To initiate a return please contact us through our contact page on this website, send an email to jc@jadeconnordesign.com or text your request to 1 970 299 8836. Requesting a return and refund requires your agreement to our return policy. We will issue a return label. Do not return the merchandize to sender. Merchandize must only be returned with a return label issued to you by us. Failure to follow our return policies and procedures as laid out here voids the right to refund as the package may be lost.
Several types of goods are exempt from being returned. No returns on furniture. Our Fine Art Giclee Prints are made to order and are not eligible for refund.
There are certain situations where only partial refunds are granted (if applicable).
- Any item not in its original condition, which is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
We do not reimburse cost to install or other contingent cost incurred by the customer regarding any products we sell under any circumstance. The maximum refund is the full amount of the initial purchase.
By use of this website customer agrees to defend, indemnify, and hold harmless Jade Connor Design and its affiliates for any damage to life or property by virtue of non-standard use, faulty installation including failure to use a certified technician or faulty installation by anyone even if certified, violation of local codes, or any other circumstance out of Jade Connor Design's control. Jade Connor Design provides customer service to clarify installation instructions and proper use of its products by phone, email or chat. So if in doubt please contact us through our contact page and we will help you resolve any issues.
If you used Affirm for your order and return the item, 5.99% of the order will be deducted from your refund as that is a non-refundable fee that we are charged by Affirm when you place your order.
Order Cancellations
There is no guarantee that an order can be cancelled once placed. We do our best to ship out orders rapidly and once turned over to the carrier the order cannot be cancelled. If the order has been shipped returnable items can be returned once received under the policies laid out above.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@jadeconnordesign.com.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We do not process exchanges as such. If you would like to exchange an item, return it and place a new order.
Damaged or defective items
If you received an item that is damaged, please accept the package regardless of condition. We will replace items if they are defective or damaged.
All merchandize should be unpacked and inspected immediately. If you received an item that is damaged or defective please use the contact page to tell us about it immediately. Photographic evidence is required for replacement of any parts or the whole order, as applicable. Due to time restriction on insurance claims for damage incurred during shipment, such damage must be reported within 5 days to qualify for replacement.
Do not install damaged items. By installing merchandize you signify that it was inspected and accepted as intact prior to installation. It will thereafter not be eligible for return and refund or replacement. We are not liable for replacement of installed merchandize because the damage likely occurred during installation.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
We will provide you with a shipping label once the return is authorized using DHL, Fedex or UPS. It is the customer's responsibility to get the package to the respective carrier. Do not return to sender under any circumstances. The package must be returned using the label we provide to qualify for refund.