At The Shelby Design Center, we strive for excellent customer service and our goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come. Customers who place orders by phone or in-store must review and sign their receipt for accuracy within 24 hours.
Note: If your product has arrived damaged or doesn’t work properly, please refer to the “Damaged & Defective Goods Policy” below.
Standard Return Policy:
Delays on delivery or manufacturing of special order items are beyond our control and we cannot assume liability for these delays. All special-order items are subject to a 25% restocking fee if deemed returnable and an in store credit will be issued. In store credits are valid for 1 year from the issue date. Returnable items must be in the original box and returned within 10 days. Warranties provided by the manufacturer will be honored by the manufacturer. Neither Lighting One nor the manufacturer covers the cost of installation, labor, or added expenses due to delays, defects, substitutions, or damage. Lighting One offers complimentary storage for all orders paid in full. Damage claims must be made within 48 hours of receipt of the product. In stock items must be returned within with 14 days of receipt at Classic Floor Covering/Classic Carpet One.
Items not eligible for returns/credit include:
- Any special-order item
- Special purchases, including: clearance items, inventory sale items, etc.
- Discontinued, custom, or clearance items
- Furniture and upholstered items
- Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
- Any item that is not in resalable condition.
- Any item that is not in the original box with sufficient packaging materials.
- Large orders: (Orders containing 6 or more of a single item or orders with an invoice total greater than 1,000). When ordering large quantities, we suggest ordering a sample for evaluation.
- Light bulbs, parts, and shades.
- Special order glass
- Any item not purchased from Shelby Design Center
- Shipping & handling charges.
Damaged & Defective Goods Policy
We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion – at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Shelby Design Center will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the “Standard Return Policy” above applies and there may be a restocking fee and our initial shipping and handling costs will be deducted from the credit. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item. Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case Shelby Design Center will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
If you would like to cancel an order that has not shipped from the manufacturer, simply contact one of our sales associates at (586) 731-0399. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation. Please be aware that some items may have already shipped the manufacturer and be in route for final delivery. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the “Standard Return Policy”. Some items that are custom made or built-to-order cannot be cancelled.
Items on Backorder
If you are cancelling an order due to backorder, we recommend you first call our store to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a store associate directly at (586) 731-0399.