Access Fixtures Return Policy

General Return Policy

Access Fixtures stands behind every product Access Fixtures sells. While Access Fixtures understand that returns are sometimes necessary, Access Fixtures requests and encourages customers to plan their purchases carefully. This will help them to avoid going through the hassle of a return. Customers should note that many of the products Access Fixtures sells are custom configured and/or set up specifically for that order. Consequently the cost of returns is substantial for all parties involved.

Products that have not been used or installed, are still in the original packaging, and are in resalable condition may be returned via pre-paid freight within 30 days of the receipt of your order for a refund less a twenty five percent (25%) restocking fee and the initial shipping cost. Any orders for T5, T5HO, Troffers or Linear Fluorescent fixtures being returned, are subject to a refund less a thirty five percent (35%) restocking fee and the initial shipping cost. The product cannot have been installed or modified in any way. The product must be enclosed in the original box with sufficient packaging material to have protected both the product and product packaging so that they are in resalable condition. The return must have a Return Merchandise Authorization Number (RMA#) issued by Access Fixtures. Access Fixtures reserves the right to refuse any product returned without a properly authorized RMA. Refunds take 30 to 45 days to process by check.

Initiating Returns

All returns require an RMA number which must be arranged in advance. E-mail to customerservice@accessfixtures.com or call customer service at 888-521-2582 clearly stating the situation and what products are intended for return. Please be sure to include the following information when emailing or have it on hand when calling:

  • Customer name
  • Invoice number
  • Product number
  • Reason for return

After receiving the RMA# there are 30 days in which to return the product to Access Fixtures. After 30 days the Return Authorization expires and no replacements or refunds will be given.

Shipping Returns

Once an RMA# is received, return the product to the listed address on the RMA. Customer is responsible for freight pre-paid via insured parcel post, UPS, FedEx or trucking company. Returns must be shipped pre-paid. Access Fixtures will not accept collect payments. A copy of the RMA must be included on the outside of the box as a packing list and the RMA# must be included on the address label. Please do not write the information directly on the packing materials. Access Fixtures will cover cost of freight on RMA’s where Access Fixtures is at fault.

Non-returnable Products

There are some products that can not be returned. The following types of items and orders do not qualify for returns or refunds.

  • Orders having an invoice total greater than $1,000.00 are not eligible to be returned.
  • Items not purchased from Access Fixtures are not eligible to be returned.
  • Special purchases, including (but not limited to): Self-luminous exit signs, custom orders, or products that have been built to order are not eligible to be returned unless they have a manufacturers defect.

Damaged/Defective Product Return Policy

Products damaged during shipment and defective products may be returnable. Customers have thirty (30) days after the date of shipment receipt in which to inspect the product(s) and inform Access Fixtures of any defects in the manufacturing or damages that occurred during shipment, prior to delivery. If the product or products were defective or damaged during shipment, contact customer service. Be sure to include the following information when emailing or on hand when calling:

  • Customer name
  • Invoice number
  • Product number
  • Reason for return

Customer service will give you the option to order a replacement or receive a full credit for the defective or damaged goods. If you fail to notify Access Fixtures within thirty (30) days of receipt of delivery of any defective or damaged merchandise, Access Fixtures will not be responsible for the defective/damaged product(s) and will not be able to provide you with a replacement or refund.

Customer Responsibilities When Returning Products

When returning product(s) to Access Fixtures it is the customer's responsibility to pack the product in the original box with sufficient packaging material to protect both the product and product packaging. Once an RMA# is received, return the product to Access Fixtures freight pre-paid via insured parcel post, UPS, FedEx or trucking company. Returns must be shipped pre-paid. Access Fixtures will not accept collect payments. A copy of the RMA must be included on the outside of the box as a packing list and the RMA# must be included on the address label. Please do not write the information directly on the packing materials. It may be in the customer's best interest to insure the package. Any item received damaged at Access Fixtures is the customer's responsibility and no replacement or refund will be issued.

Products Damaged During the Return Shipment

If the product is damaged during shipment back to Access Fixtures, Access Fixtures will not be able to issue the customer a refund or credit for the product. Access Fixtures will inform the customer via email that the item(s) received were damaged. Access Fixtures will hold the damaged product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and to instruct Access Fixtures concerning the disposition of the damaged product. If Access Fixtures has not received notification or response from the customer within 30 days, the item will be discarded, and the refund request will be cancelled.

Refunds

The customer will be refunded once Access Fixtures has received the returned item and inspected the item for damage. There will be a 25% restocking fee applied to any returned order (orders containing T5, T5HO, Troffers, and Linear Fluorescent fixtures will be subject to a 35% restocking fee). Access Fixtures will refund shipping costs only if the return is a result of an error on the part of Access Fixtures. Refunds will take 30 to 60 days to process by check.

  • "I deal with all types of vendors, and never before have I experienced a team that really can work together, and with me, and make me feel good that we are all on the same page. Very refreshing."
    Ed Witz, Ice Hutch, Mount Vernon, NY
  • "Quality products, great prices and excellent customer service."
    Mar Azul Condominium, Key Biscayne, FL
  • "Thank you for your impressive attention to my order and you exceeded my expectations. I will definitely be ordering more fixtures from you."
    Jason, GA
  • "Customer service was extremely helpful! Everything was just wonderful."
    Stacy, Toms River, NJ
  • "Good and fast service."
    David, Oklahoma City, OK
  • "Completely pleased with results."
    Tower of Quayside, Key Biscayne, FL
  • "Good prices and relatively fast turnaround on products."
    Chuck, Lugoff, SC
  • "I received what I ordered on a timely matter."
    EconoLodge Oceanfront, Virginia Beach, VA
  • "Very satisfied with customer service, product availability, and shipping."
    Clarion County Housing Authority, Clarion, PA
  • "Excellent service. Very helpful advice."
    Bob, Estill Springs, TN
  • "Quality product and good service."
    John, Fort Dodge, IA
  • "Good products and service."
    Perelco, Inc., Montgomery, AL
  • "Great customer service."
    Razors, Bridgeport, WV
  • "The fixtures look good and so far have performed as promised."
    All Automation Technologies, Inc., Athens, GA
  • "Good turn around time."
    VW International Inc, Alexandria, VA
  • "Good price. Quick delivery."
    Coastal Funding Company, LLC, Mystic, CT
  • "Excellent response to requests. Always returned calls quickly."
    Service Electric, Snohomish, WA
  • "Easy to order online, shipped quickly and at a great price."
    Lisa, Bear, DE
  • "Good product at good price. Good service too."
    John, Fort Dodge, IA
  • "I've ordered twice from your company and I'm very satisfied with the products."
    Perelco, Inc., Montgomery, AL
  • "Fast shipping. Nice product."
    University of Wisconsin, Green Bay, WI
  • "We received prompt, detailed and overall excellent customer service. "
    Sea Oats Owners Association, Lighthouse Point, FL

Learn

About Us