Return & Refund Policy
This policy applies to all orders placed on malanelighting.ca, operated by Malane Lighting Canada, 2148 Carling Avenue, Unit #2, Ottawa, ON K2A 1H1, Canada. All figures below are in Canadian Dollars (CAD).
1. General Return Policy & Fees
Returns are accepted within 30 days of delivery. To qualify, items must be in their original, unopened packaging, never installed, and in brand-new condition.
Restocking Fee: Returns for non-defective items (for example “too big”, “not bright enough”, “changed my mind”) are subject to a 20% restocking fee. This covers technical inspection and the specialised repackaging fragile lighting requires.
Return Shipping: For non-defective returns, original shipping costs are not refunded and return shipping is the customer's responsibility. For damaged or defective items there is no restocking fee and we cover return shipping.
2. Damage & Fragility (48-Hour Reporting)
Lighting fixtures contain fragile components — glass, crystal and delicate metals.
Inspection Window: Inspect your order and report any transit damage within 48 hours of delivery.
Mandatory Proof: Claims filed after 48 hours, or without clear photos of both the damaged product and the external shipping box, cannot be processed — those photos are what allow us to file a claim with the carrier.
Resolution: We may send replacement glass, replacement parts, or a complete replacement fixture. A full refund is offered where a replacement is unavailable.
3. Refund Timing
Once your return arrives and has been inspected, your refund is issued to the original payment method within 10 business days. Your bank or card issuer may take a further 3–5 business days to post it to your account.
4. Technical Specifications
The following are characteristics of the product rather than defects:
Colour Temperature: How a fixture's light appears (warm versus cool) depends on the bulbs used and the colours of your room. Variation in perceived light colour is not a defect.
Handcrafted Variations: Many fixtures use hand-blown glass or hand-finished metal. Small bubbles in glass, slight colour gradients and texture variation are signs of authentic handcrafted work.
Brightness: Perceived brightness is subjective. We publish the technical specifications we have; a return based on light output is a change-of-mind return and carries the 20% restocking fee.
5. Final Sale & High-Value Items
The following are final sale and non-returnable:
- Custom-made, bespoke or modified lighting fixtures.
- Any item that has been installed or wired — for safety reasons an installed fixture cannot be resold.
- Large-scale fixtures or chandeliers valued over CAD $2,000.
- Light bulbs and clearance items.
6. Before Filing a Chargeback
Please contact us at info@malanelighting.ca before initiating a chargeback with your bank. In our experience almost every issue — damage, a wrong item, a delay — is resolved faster directly with us. If a chargeback is filed for “item not as described” without prior contact, we will submit this policy and the checkout agreement in response.
Signature Requirement: Orders over CAD $1,000 require a signature on delivery.
7. Return Merchandise Authorization (RMA)
Returns sent without an RMA number from our support team cannot be accepted. Packages refused at delivery are treated as a standard return and are subject to the 20% restocking fee and two-way shipping costs, unless the refusal was due to visible transit damage.
To request an RMA:
Malane Lighting Canada
2148 Carling Avenue, Unit #2, Ottawa, ON K2A 1H1, Canada
Email: info@malanelighting.ca
Phone: +1 424-243-3145
Support hours: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time