Customer Service

Returns & Exchanges

We understand that sometimes, items you purchase are simply not right for your environment. They do not match your décor, or you simply do not like them. If you are unsatisfied with a product for any reason, you may return the item to Lightology within 60 days of delivery, or exchange it for something else (restocking fees may apply). We want to ensure you get the right product for your space and our unparalleled selection of contemporary lighting products from around the world helps make this happen.
Log-in to your account to initiate a return.

Products Not Eligible for Return/Exchange

Sorry, we cannot accept returns on:

  • Custom and built-to-order items
  • Floor models, Open Box, and Clearance Items
  • Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
  • Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
  • Items not in resalable condition or items missing the original packaging
  • Items not purchased from Lightology
  • Items not purchased by the original customer (we require the original purchase receipt)
  • Orders shipped outside the United States

Products eligible for return/exchange include items in original, new, uninstalled condition with all original parts, and packaging. You may return any item that qualifies under these conditions within 60 days of delivery. If Return labels are provided, return shipping will be deducted from your refund. Please note that we do not accept in-person returns at our Chicago showroom or warehouse.
Log-in to your account to initiate a return.

Restocking Fees

Restocking fees can vary depending on the brand and the product. Some manufacturers charge restocking fees on returned or exchanged products. However, Lightology has worked with all our partner brands to offer you the best possible return/exchange terms. Return/Exchange terms are noted on each product page.

Cancellations

You can cancel an order within a 72 hour window of order placement, unless it is a custom item or special order restocking fees may apply. If your order has already shipped (even if under 72 hr window), it cannot be canceled, and will be treated as a return. Cancellation fees may apply for orders being consolidated at our warehouse. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted from any refund. To request an order cancellation, please contact our team using our Customer Service Contact Form. Please be sure to include your name, address, Lightology order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful. Please allow up to 72 hours to receive your cancellation confirmation.

Please be aware that if your order is already in route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, please log-in to your account to initiate a return.

Note: Do not refuse delivery of non-damaged goods as this will result in a restocking fee. Additionally, delivery refusal may also result in the loss of your product and may negate the possibility of a refund. You may also be charged for round trip shipping costs.

Defective Product

We understand that sometimes products have a manufacturer’s defect. All items are offered with a one year Lightology warranty. Any qualifying defective item purchased from Lightology that is returned within one year of purchase will be repaired or replaced at the company's discretion. Repairs for items that are still under warranty will be covered at no charge. If you would like report a defective item please contact us immediately, by logging into your account and filling out a Claims Form. Once your claim request has been received a Claims Specialist will reach out to you within 2 business days.

Shipments Claims

We understand that items can be damaged during the shipping process. We also understand that from time-to-time, something may arrive missing parts or components. Our damaged goods/missing parts policy and process is designed to deliver to you a resolution in the timeliest manner possible, at no expense to you. All damages must be reported within 72 hours. of delivery. Lightology cannot be held responsible for any missing, or damaged goods if we are not notified within this time period. If you suspect that your Lightology order was damaged during shipment, please contact us immediately, by logging into your account and filling out a Claims Form. Please provide photos of the damaged product and packaging. Once your claim request has been received a Claims Specialist will reach out to you within 48 hrs.

Pickup Orders

Orders placed for pickup are considered shipped upon notification that the order is ready for pickup. Orders not picked up within 30 days of notification are subject to a 2% per month storage fee and/or a 50% restocking fee. Initial and Return shipping charges are not refunded for returned items.

Price Match

Lightology wants you to be confident that you are receiving the best prices anywhere by shopping with us. If you find the same exact product advertised for less by one of our competitors within 30 days of your purchase, we will gladly match that price including shipping and handling.

Please note that our Price Match Guarantee applies only to the identical product from the same manufacturer. The competitor must be a US authorized dealer of the product and it must be a stock item, available for shipment and not on extended back order. A website link or written quote from the competing vendor for the same product(s) shipped to the same address must be sent to Lightology. Sales tax, shipping and handling will be factored in to determine final price. Price Match Guarantee does not apply to clearance items. Additional discounts may not be applied when Price Match is used. Certain bulbs, dimmers and architectural lighting products do not qualify for our price match discount

Please contact us for price match requests.

Pricing or Product Description Discrepancies

We make every effort to assure the accuracy of the pricing and product information on our website. From time to time, pricing or product information may be inaccurate. In such cases, we reserve the right to cancel your order. A complete refund will be made for any items that have not yet been shipped. In the event of inaccurate product information, our sole responsibility will be to accept the product return and provide a customer refund.

Shipping Charges

Lightology offers free ground shipping on most retail web lighting orders over $100, shipped within the continental U.S. Shipping to Alaska, Hawaii and Canada are available for an additional fee, and subject to change. Please contact us for a quote. Expedited Delivery is also available for an additional charge.

Please note that processing times posted on our website are in addition to shipping times.

You can track your order here.

Quoting Policy

Quotes are valid for 30 days. Expired quotes must be re-priced with the vendor to account for potential price and lead-time changes.

Sales Tax

Lightology collects sales tax in the following states: Arizona, California, Colorado, Connecticut, District Of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Massachusetts, Maine, Maryland, Michigan, Minnesota, North Carolina, Nebraska, Nevada, New Jersey, New Mexico, New York, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Utah, Washington, Wisconsin. Sales tax collection can be waived if a current and proper sales tax exemption certificate is provided. Please contact your Lightology sales rep or email tax @ lightology.com to set this up.

Sales Tax on Trade Orders

Lightology charges sales tax on orders shipping to the states above. Sales tax can be waived with a valid resale certificate in the Ship To state. Please contact your Lightology sales rep or email tax @ lightology.com to set this up.

Trade Pricing

We do offer trade privileges for trade professionals who are members of the design industry such as lighting designers, architects, interior designers, hospitality and real estate groups, electricians, developers, contractors and distributors. To apply for trade privileges, fill out this online form.

Privacy Policy

Last Updated: September 14, 2021

Thank you for visiting www.lightology.com (the “Site”), which is operated by Lightology. This Privacy Policy (this “Policy”) describes what personal information we and our affiliates (collectively, “Lightology”) collect about you, how we collect it, how we use it and share it, and what choices you have regarding it. This Privacy Policy applies to information we collect about you in our stores, through the Site, and anywhere else we interact with you.

Your Consent to this Policy. By using the Site or visiting our stores, you expressly consent to the collection, use and sharing of your personal information as described in this Policy.

Personal Information We Collect. We collect the following categories and types of personal information:

  • Contact Information: your first and last name, company name, postal address, email address, and phone number;
  • Other identifying information: IP address, passwords and other security information for authentication and access, social media usernames, and cookie identifiers;
  • Financial Information: credit card, debit card and bank account information when purchasing products from us;
  • Demographic information: gender and age;
  • Internet or other electronic activity: your browsing and click history, including information about how you navigate within the Site;
  • Commercial information: products purchased or viewed on the Site;
  • Inferences drawn from the categories described above in order to create a profile about you to reflect your preferences, characteristics, behavior and attitude; and
  • Chat Logs: chat interactions with our service team when using our chat function.

Why We Collect Personal Information. We may use or may have used the personal information we have about you in the following ways:

  • Transactional Purposes: We use your contact information, financial information, and commercial information to:
    1. Receive, process, confirm, send and track your order;
    2. Communicate with you about your order;
  • Analytical Purposes: We use your other identifying information, internet activity and browsing history, commercial information, and demographic information to analyze preferences, trends and statistics.
  • Marketing and Promotional Purposes: We use your contact information, commercial information, demographic information, internet or other electronic activity, and inferences to:
    1. Inform you of our new products, services and offers;
    2. Provide you with and measure and optimize targeted advertising;
    3. Provide you with other information from and about Lightology, including personalized marketing communications.
  • Maintenance and Improvement of Services and Website: We use your contact information, commercial information, and internet activity and browsing history to:
    1. Provide and maintain functionality on the Site;
    2. Handle your customer services requests; and
    3. Help us diagnose technical and service problems and administer our site.
  • Review and Content Creation Purposes: We use your contact information and commercial information to display content on social media and other advertising.
  • Security and Fraud Prevention: We use your contact information, other identifying information, commercial information, financial information, geolocation data, internet activity and browsing history, audio and visual information and inferences to protect the Site, our company, and others and to prevent fraud, theft and misconduct.

How We Collect Personal Information. We may collect or may have collected personal information about you from various sources.

  • We collect information directly from you: We collect contact and demographic information directly from you. We also collect payment information from you.
  • From your friends or family members: We may collect contact information from your friends or family member when they tag you on a post to one of our social media pages.
  • Chat Logs: chat interactions with our service team when using our chat function.
  • From our business partners and service providers: We may collect contact information, demographic information, commercial information, and internet and electronic activity from demographic companies, analytics providers, advertising companies and networks, third-party retailers, and other third parties that we choose to collaborate or work with.
  • From social media platforms: We may obtain your contact information and other identifying information from a social media platform or network, such as Facebook, Twitter, Pinterest, and Instagram, if you interact with us on social media.
  • From our affiliates: We may obtain your contact information and other identifying information from affiliates that you have interacted with.
  • We collect information from you passively. We collect Internet or other electronic activity passively using tools like browser cookies. This activity is further described in our Cookie Policy.

Combining Information. We may combine information you give us online or in our stores. We may also combine that information with publicly available information and information we receive from or cross-reference with our business partners and service providers. We use that combined information to enhance and personalize your shopping experience with us, to communicate with you directly about our products and events that may be of interest to you, and for other promotional and commercial purposes.

With Whom We Share Your Personal Information. In general, we do not share personal information about you with third parties for such third-parties’ own marketing or advertising purposes. We do share personal information with third parties for other purposes. For example, we share personal information with:

  • Our Service Providers: We may contract with companies or persons to provide certain services including credit card processing, shipping, data analysis and management, promotional services, etc. We call them our Service Providers. We provide our Service Providers with the information needed for them to perform these services. We also ask our Service Providers to confirm that their privacy practices are consistent with ours.
  • Our Affiliates: We may share personal information with businesses controlling, controlled by, or under common control with Lightology.
  • Corporate Transactions: We may share personal information with parties to business transactions such as those we deal with in mergers, acquisitions, joint ventures, sales of assets, reorganizations, divestitures, dissolutions, bankruptcies, liquidations, or other types of business transactions. In these types of transactions, personal information may be shared, sold, or transferred, and it may be used subsequently by a third party.
  • Law Enforcement and Courts: In certain instances we may disclose your contact information when we have reason to believe that it is necessary to identify, contact or bring legal action against persons or entities who may be causing injury to you, to Lightology or to others. We may also disclose your contact information when we believe the law or legal process requires it.

Cookies. For more information on the cookies and other technologies on the Site, please review our Cookie Policy.

Opting Out of Mailings. The Site provides you with several opportunities to agree to receive communications from Lightology, and any of our affiliated brands or divisions. If at any time you wish to stop receiving communications from us please send us an email to privacy@lightology.com with the phrase “Privacy Opt-out: Lightology Mailings” in the subject line, or write to us at the address provided below, and we will remove you from our mailing list. Alternatively, for e-mail communications, you may opt out of receiving such communications by following the unsubscribe instructions set forth at the bottom of our promotional e-mail messages.






California Privacy Rights. Under the California Consumer Privacy Act (“CCPA”), California residents have certain rights regarding the personal information that businesses have about them. This includes the right to notice, access and/or deletion of your personal information, as well as the right to direct a business to stop selling your personal information.

  • Right to Notice. You have the right to be properly notified of the following:
    1. Personal Information We Collect: Please review the section of this Privacy Policy titled Personal Information We Collect for more information about the personal information we collected about you in the past 12 months.
    2. Why We Collect Personal Information: Please review the section of this Privacy Policy titled Why We Collect Personal Information for more information on why we collect personal information about you in the past 12 months.
    3. How We Collect Personal Information: Please review the section of this Privacy Policy titled How We Collect Personal Information for more information on how we collect personal information about you in the past 12 months.
    4. With Whom We Share Your Personal Information: Please review the section of this Privacy Policy titled With Whom We Share Your Personal Information for more information on how we share personal information about you in the past 12 months.
  • Right to Access Your Information: You have the right to request the following covering the 12 months immediately preceding your request:
    1. The specific pieces of personal information we have collected about you
    2. The categories of personal information that we have collected about you
    3. The categories of sources from which we collected the personal information
    4. The purpose for collecting or selling the personal information
    5. The categories of personal information that we have disclosed about you, the purpose for disclosing such personal information and the categories of third parties with whom we disclosed such personal information
    6. The categories of personal information that we have sold about you, as well as the categories of third parties to whom we sold such personal information

Please note that we may still use aggregated and de-identified personal information that does not identify you or any individual.

  • Right to Deletion: You have the right to request that we delete any personal information about you that we have collected from you. Please note that there are exceptions where we do not have to fulfil a request to delete information, such as when the deletion of information would create problems with the completion of a transaction or compliance with a legal obligation.

How to Exercise Your Access and Delete Rights: To exercise your access and delete rights as described above, please submit a verifiable consumer request to us by calling us at (866) 954-4489 or by emailing us at privacy@lightology.com.

Verifiable Consumer Requests: Only you, or a person registered with the California Secretary of State that you authorize to act on your behalf, may make a verifiable consumer request related to your personal information. You may only make a verifiable consumer request for access to your personal information twice within a 12-month period. The verifiable consumer request must: 1) Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative of that person; and 2) Describe your request with sufficient detail that allows us to properly understand, evaluate and respond to it. We cannot respond to your request to exercise your access and/or deletion rights if we cannot verify your identity or authority to make the request and confirm the personal information relates to you. Making a verifiable consumer request does not require you to create an account with us. However, we do consider requests made through your password-protected account sufficiently verified when the request relates to personal information associated with that specific account. We will only use personal information provided in a verifiable consumer request to verify the requestor’s identity or authority to make the request.

Response Timing and Format: We attempt to respond to a verifiable consumer request within 45 days after we receive it. If we require more time (up to 90 days), we will inform you of the reason and extension period in writing within 45 days after we receive your initial request. If you have an account with us, we will deliver our written response to that account. If you do not have an account with us, we will deliver our written response by mail or electronically, at your option. Any disclosures we provide will only cover the 12-month period immediately preceding the date we receive the verifiable consumer request. The response we provide will also provide the reasons we cannot comply with a request, if applicable. For access requests, we will select a format to provide your personal information that is readily useable and should allow you to transmit the information from one entity to another entity without hindrance. We do not charge a fee to process or respond to your verifiable consumer request unless it is excessive, repetitive or manifestly unfounded. If we determine that the request warrants a fee, we will tell you why we made that decision and provide you with a cost estimate before completing your request.

  • Right to Opt-Out of Sale: While we do not sell personal information in exchange for any monetary consideration, we do share personal information for other benefits that could be deemed a “sale,” as defined by the CCPA (Cal. Civ. Code 1798.140(t)(1)). We support the CCPA and wish to provide you with control over how your personal information is collected and shared. If you would like to exercise your right to request opt-out of sale, please submit a request to privacy@lightology.com
  • Right to Non-Discrimination: We will not discriminate against you (e.g., through denying goods or services, or providing a different level or quality of goods or services) for exercising any of the California rights afforded to you.

Financial Incentives. We may offer financial incentives, such as providing you discounts to sign up for our mailing list. You may withdraw from these financial incentives at any time by calling us at (866) 954-4489 or by emailing us at privacy@lightology.com. The value of your personal information is the value of the offer presented to you. We have calculated the value of the incentive by using the expense related to the offer.

Complaints. In compliance with the CCPA, we commit to resolve complaints about your privacy and our collection or use of your personal information. We ask that you kindly call us at (866) 954-4489 or email us at privacy@lightology.com, so that we have an opportunity to resolve your complaint.

Do Not Track. Some internet browsers – like Internet Explorer, Firefox, and Safari – include the ability to transmit “Do Not Track” or “DNT” signals. Since uniform signals have not been adopted, we do not current process or respond to “Do Not Track” or “DNT” signals.

California’s Shine the Light law. California residents with an established business relationship with us can request information once a year about sharing their personal information with third parties for the third parties’ direct marketing purposes. If you are a California resident and would like to request more information under the California Shine the Light law, you can email us at privacy@lightology.com.






International Customer Privacy. If you choose to provide Lightology with your information, you consent to the transfer and storage of that information on our servers located in the United States.

Security. We maintain physical, electronic, and procedural safeguards to protect the confidentiality and security of personal information transmitted to us. Unfortunately, however, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, to the extent permitted by law, we do not guarantee or warrant the security of any personal information you transmit to or from the Site, and you do so at your own risk.

Protecting Children. We do not knowingly collect personal information from children under 13. If you are a parent or guardian and you are aware that any of your children has provided us with personal information without your consent, please contact us and we will take steps to remove that information from our servers.

Links to Third Party Web Sites. The Site may contain links to web sites operated and maintained by third parties, over which we have no control. Privacy policies on such linked websites may be different from this Policy. You access such linked websites at your own risk. You should always read the privacy policy of a linked website before disclosing any of your information on such website.

Updates to this Policy. This Policy may be updated periodically and without prior notice to you to reflect changes in our personal information practices. You should review this Policy periodically so that you keep up to date on our most current policies and practices. We will post a prominent notice on the Site to notify you of any significant changes to our privacy practices and indicate at the top of the Policy when it was last updated.

Who Can You Contact for More Information? If you have any questions or suggestions about the Site, Lightology, or this Policy, please contact us at privacy@lightology.com.