Return Policy & Warranty Guidelines

Standard Return Conditions

At ILEX Architectural Lighting, every luminaire undergoes rigorous quality control and technical inspection prior to dispatch. For standard, non-customized catalog fixtures, items in complete, unused condition with original protective packaging may be returned within 15 calendar days from the date of initial receipt.

Key Return Eligibility Criteria:

• Original Packaging Required: Fixtures must be safely packed in their original shipping container, complete with all hardware, diffusers, glass shades, and installation manuals.
• Condition: Uninstalled, unmounted, and unmodified units with no electrical alterations or wire trimming.
• Restocking & Logistics: Merchandise value and applicable taxes will be credited following warehouse inspection. Freight charges for original delivery and return logistics remain non-refundable.

Transit Damage & Glass Replacements

We take extreme care in packaging specification-grade glass and delicate finishes for international and domestic freight. In the event of handling or transit damage, swift resolution is guaranteed.

Critical 48-Hour Notification Window:

Freight and glass damage must be reported within 48 hours of physical delivery to initiate immediate replacement shipments.

• Document the outer carton condition and damaged components with high-resolution photographs.
• Specify exact panel numbers or glass shade identifiers requiring replacement.
• Our technical service team will dispatch replacement glass or components on an expedited basis to avoid site delays.

Custom Fabrication & Non-Returnable Items

Due to the bespoke nature of architectural engineering, custom-scaled fixtures, special finishes, custom linen shades, and project-specific modifications are fabricated directly to architect drawings and client specifications.

Items Excluded from Return:

• Custom Built-to-Order Luminaires: Bespoke scale, extended stem drops, and custom finish matched fixtures.
• Discontinued & Final Sale Items: Clearance, discontinued lines, or custom sample units marked as non-returnable.

If a custom or final sale item arrives with concealed transit damage, a full claim inspection will be conducted. Upon verification, replacement parts or a new fixture assembly will be provided.

Return Material Authorization (RMA) Workflow

To ensure traceable handling through our facility, all returns require an approved Return Material Authorization (RMA) number prior to shipping back to our plant.

4-Step RMA Procedure:

• 1. Submit Notice: Contact your regional sales representative or project manager with purchase order details and serial numbers.
• 2. Receive RMA Approval: Obtain an authorized RMA tracking number and dedicated return warehouse address.
• 3. Package Securely: Clearly mark the RMA number on the master carton exterior. Use insured freight services to cover potential return shipping hazards.
• 4. Inspection & Refund: Upon receipt and technical review, authorized refunds will be issued to the original method of payment.