General Return Policy
Access Fixtures stands behind every product Access Fixtures sells. While Access Fixtures understands that returns are sometimes necessary, Access Fixtures requests and encourages customers to plan their purchases carefully to avoid the hassle of a return. Customers should note that most of the products Access Fixtures sells are custom configured and/or set up specifically for the customer’s order. Consequently, the cost of returns is substantial for all parties involved. In order to reduce returns and additional costs, Access Fixtures asks that all customers review their orders for accuracy, informing Access Fixtures of any changes or discrepancies within 24 hours from when the order is placed. Any order that is changed or canceled after the first 24 hours will be subject to the standard restock fee.
Most products that have not been used or installed, are still in their original packaging, and are in resalable condition may be returned via prepaid freight within 30 days of receipt of a Return Merchandise Authorization Number for a refunded 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 protect both the product and product packaging so that it is in resalable condition. The return package must include the RMA# issued by Access Fixtures. Access Fixtures reserves the right to refuse any product returned without a properly authorized RMA#. Refunds typically take 30 to 45 days to process and refund payments will be made via a company check. Please note, customer unresponsiveness in a warranty claim case for a duration of over 30 days will void the warranty claim and the claim will be closed.
NON-WARRANTY RELATED REQUESTS FOR RETURNS MUST BE INITIATED BY THE CUSTOMER WITHIN 30 DAYS OF RECEIVING THE FIXTURE. All returns require an issued and completed RMA#, which must be arranged in advance of the return. To initiate a return, email CustomerService@AccessFixtures.com or call customer service at (800) 468-9925, clearly stating the situation and what products are intended for return. The customer must 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#, you have 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.
Once an RMA# is received, return the product to the address listed on the RMA. Access Fixtures uses production facilities around the country; the customer must return the product to the proper facility to receive a refund. Customers are responsible for the return of the merchandise and the associated freight expenses for the return. Returns must ship prepaid freight via insured parcel post, UPS, FedEx, or trucking company. Returns must be shipped prepaid. 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. The customer should not write the information directly on the packing materials. Customers MUST return defective fixtures if replacements have been issued or Access Fixtures will be forced to pass the charges along to the customer for the replacements.
The following types of items and orders do not qualify for returns or refunds:
- All products that have been built to order.
- Any custom-cut or custom-painted items. This includes fixtures with custom options like high CRIs and custom Kelvin temperatures.
- Items using custom optics or custom light sources.
- All poles, HID fixtures, and fluorescent fixtures.
- Items not purchased from Access Fixtures.
Damaged or Defective Product Return Policy
Products damaged during shipping must be signed for at the time of delivery as damaged and are the responsibility of the freight company. Access Fixtures will make a case-appropriate effort to help a customer with freight-damage issues.
Defective products may be returned. Customers have thirty (30) days after the date of shipment receipt in which to inspect the product(s) and inform Access Fixtures of any manufacturing or faults that may have been present prior to delivery. If the product is defective or contains faults that existed prior to shipment, the customer should contact customer service via email at CustomerService@AccessFixtures.com or by calling (800) 468-9925. The customer must include the following information in the email or have it on hand when calling:
• Customer name
• Invoice number
• Product number
• Reason for return
Customer service will give the customer the option to order a replacement or to receive full credit for the defective goods. If the customer fails to notify Access Fixtures within thirty (30) days of receipt of delivery of the defective or damaged merchandise, Access Fixtures will not be responsible for the product and will not be able to provide the customer with a replacement or refund. Customers MUST return defective fixtures if replacements have been issued or Access Fixtures will be forced to pass the charges along to the customer for the replacements.
Customer Responsibilities When Returning Products
When returning a product to Access Fixtures, it is the customer’s responsibility to pack the product in its original box with sufficient packaging material to protect both the product and product packaging. Any item returned to Access Fixtures with additional damage is the customer’s responsibility and is no longer eligible for replacement or refund. Once an RMA# (see above) is received, the customer must return the product to the address listed on the RMA via insured parcel post, UPS, FedEx, or trucking company. Access Fixtures uses production facilities around the country; the customer must return the product to the proper facility to receive a refund. 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. The customer should not write the information directly on the packing materials. Customers are responsible for the return of the merchandise and the associated freight expenses for the return. Returns must be shipped prepaid. Access Fixtures will not accept collect payments.
Products Damaged During the Return Shipment
If the product being returned 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 then 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 of receiving the product, the item will be discarded and the refund request will be canceled.
The customer will be refunded once Access Fixtures has received the returned item and inspected the item for damage. There will be a thirty-five percent (35%) restocking fee applied to any returned order.
As per the previously agreed Access Fixtures Terms of Service, the customer agrees that the laws of the Commonwealth of Massachusetts, without regard to the principles of conflict of laws, govern the Terms and Conditions, Return Policy, and any dispute that might arise between the customer and Access Fixtures.
Any dispute relating to a customer’s visit or access to Access Fixtures’ service or products shall be submitted to binding arbitration in Worcester County, Massachusetts. Arbitration under these Terms and Conditions shall be conducted under the prevailing rules of the American Arbitration Association. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under these Conditions of Use shall be joined to an arbitration involving any other party subject to these Conditions of Use, whether through class arbitration proceedings or otherwise.