Return & Exchange Policy

Marie Antonette stands 100% behind our products. Each piece is carefully finished and packed to ensure safe transport. We have selected our shipping vendors for their quality of service and care of the product. We encourage you to inspect your items on receipt of your purchase. In the event that damage occurs in transit or you discover any manufacturing defects, please contact us immediately email us at support@marieantonette.shop or hq@marieantonette.shop 

As per our store policy we do require that claims are reported within (14) days after the delivery.  If you need to store your items for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage as the (14 ) day claims window will still apply. As more time passes, we are no longer able to determine the cause of any damages. We require all items be signed for at the point of delivery precisely to accommodate the inspection of these items, but we understand sometimes concealed damage is not always obvious upon receipt. 

"Return and Exchange Policy: Addressing Installation-related Concerns and Ensuring Customer Satisfaction"

 At Shop Marie Antonette we strive to provide our customers with the highest quality lighting products that undergo rigorous testing and quality control measures. However, in the event that an installation issue occurs, we want to ensure that our customers receive the best possible support.

 While our lighting products are designed to meet strict safety standards, it is important to note that proper installation should always be carried out by a licensed electrician. This ensures that the installation is done correctly and minimizes the risk of any electrical issues.

In the unfortunate event that an installation error or electrical shorting occurs, Shop Marie Antonette cannot be held liable for any damages or injuries resulting from such incidents. Our responsibility for the product ends once it leaves our facilities and is handed over to the customer or their chosen electrician.

For this reason, we regret to inform you that any lighting product damaged due to improper installation or mishandling by an electrician is not eligible for return or exchange. We strongly advise customers to carefully select a licensed electrician who possesses the necessary skills and expertise to handle the installation process.

However, we understand that exceptional circumstances may arise, and we are committed to providing excellent customer service. If you encounter any issues or have concerns about our lighting products, we encourage you to reach out to our customer support team. They will be more than happy to assist you and explore possible solutions on a case-by-case basis.

We value our customers' satisfaction and safety. We continuously strive to deliver top-notch lighting products and support, and we appreciate your understanding in adhering to proper installation procedures for optimal performance and safety.

Easy-to-follow step-by-step guideline for Returns of our Lighting Products 

Step 1: Evaluating Return Eligibility

• Restocking Fee: To account for the complexities associated with packaging and shipping lighting and other products, Shop Marie Antonette applies a 35% restocking fee for items being returned.
• Return Shipping Responsibility: Unless the return is a direct result of an error on our part, such as receiving the wrong item or a defective product, the responsibility for the return shipping fee lies with the buyer.
• Required Proof: In order to initiate a return, it is imperative to furnish clear photographic or video evidence as proof of the reason for return. This documentation is essential to qualify for the return process.

Before proceeding with a return or exchange, please ensure that your situation meets the following criteria:

• The request for return or exchange is made within 14 days from the date of receiving your purchased order.
• The product is in its original, unused condition, complete with all original packaging, accessories, and documentation.
• The product remains unharmed, unmodified, and shows no signs of wear or usage.

Step 2: Initiation of Return or Exchange

To initiate a return or exchange, please follow these steps:

• Reach out to our dedicated Customer Service experts via email at support@marieantonette.shop 
• Provide your order number and a brief explanation for the return or exchange.
• Our proficient Customer Service team will promptly provide you with a Return Authorization (RA) number and detailed instructions for the next steps.

Step 3: Secure Packaging and Return

For a safe return or exchange process:

1. Carefully pack the lighting product in its original casing, providing ample protection to prevent potential damage during transit.

2. Include a copy of the original purchase receipt or packing slip inside the package. This helps us process your return efficiently.

3. You can send the merchandise back to us at the address below using any trackable shipping method, at your expense.

4. Contact us at support@marieantonette.shop, and we will provide you with a return order form and detailed instructions.

5. Print the final page of the return order form or use the "Return or Exchange" form included in your original package. Include it in your return box.

6. It's advisable to choose a carrier that provides a tracking number to ensure your package's safe and traceable delivery.

7. Please note that packages must be returned prepaid. We do not accept COD (Cash on Delivery).

This ensures a smooth and secure return or exchange process. If you have any questions, feel free to contact us for assistance.

Step 4: Efficient Shipping of Return or Exchange

When sending the package for return or exchange:

• Clearly indicate the assigned Return Authorization (RA) number on the external packaging for easy identification.
• We recommend choosing a traceable and insured shipping method to ensure secure and timely delivery of the product.

Step 5: Expert Evaluation and Resolution

Once we receive the lighting back to our headquarters our team of experts will thoroughly assess it to verify compliance with the return criteria. After evaluation:

• If the return or exchange meets the required conditions, you'll receive a prompt email notification for your records.
• Refunds will be processed using the original payment method used for the purchase. Please allow 3-5 business days for the refund to appear in your account.

Additional Note: Documenting the Return

As an additional step to ensure a smooth return process, kindly take photos of the product before packaging it for return. These photos will serve as documentation of the product’s current condition and will help us expedite the processing of your return. Please include these photos in your return package.

Key Considerations:

• Shipping and handling charges will not be reimbursed unless the return is related to a defect or an oversight on our part.
• Special return policies will not be applied to customized or special-order lighting products. We encourage you to reach out to our Customer Service experts for detailed information.
• Please retain the return tracking number until the completion of the return process.
• If you have any questions or concerns at any stage of the return or exchange process, feel free to contact our skilled Customer Service team for personalized assistance.

RETURNS: