Returns & Restocking

Returns, restocking, and product corrections

Quick answer: Stars and Stripes Lighting manages returns through an authorization and routing process designed for commercial fulfillment. If a return is eligible, we issue return instructions and route the shipment to the correct destination (which may be a manufacturer facility). Some returns may be subject to a manufacturer-determined restocking fee. Damage, shortage, and wrong-item issues follow a documentation-first process to protect resolution speed.

Planning note: The most avoidable returns in commercial work come from application mismatch (wrong distribution/beam angle, wrong mounting-height assumptions, controls incompatibility, or rating mismatch). If you’re still finalizing specification choices—or if you’re correcting a spec after field discovery—use the buying guide that matches the space before re-ordering:

How returns work (authorization + routing)

Commercial returns are handled by authorization and routing. This protects the customer and prevents misrouted shipments, delays, and avoidable restocking disputes.

Return authorization and routing workflow showing five steps: request authorization with email and order or PO reference, eligibility review based on manufacturer rules timing and condition, routing issued to the correct destination which may be the manufacturer, ship and inspection with packaging labels and photos, and credit issued less restocking fee if applicable.
Returns require authorization and correct routing. Items shipped without authorization may be refused or delayed.
  • Step 1 — Request authorization: Contact support with your order reference and return reason.
  • Step 2 — Eligibility review: We confirm whether the item is eligible based on manufacturer return rules, condition, and timing.
  • Step 3 — Routing instructions: If approved, we provide return instructions and the correct destination. Returns may route to a manufacturer facility.
  • Step 4 — Inspection: Returned items are inspected for condition and completeness.
  • Step 5 — Resolution: Refund/credit is processed according to the approved return terms and inspection outcome.

Important: Items sent back without authorization and routing instructions may be refused or delayed.

Before you ship: If the return is actually a correction caused by spec mismatch (distribution/beam angle, mounting height, or compliance fit), confirm the right replacement approach first:

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Return eligibility and condition requirements

Return eligibility depends on the product type and manufacturer rules. If eligible, items must be returned in a condition that supports inspection and resale.

  • Condition: unused, uninstalled, and in original packaging with all included components.
  • Timing: request your return promptly after delivery. Some manufacturers apply strict windows.
  • Completeness: missing parts, altered packaging, or installation marks may void eligibility or reduce credit.

Commercial note: Products that are configured, selectable, or ordered for a specific project may have different return rules than standard stock items.

Spec-change note: If you’re returning material due to a revised layout, mounting height discovery, or distribution change, validate the correction path first:

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Restocking fees (manufacturer-dependent)

Some returns are subject to a restocking fee. When a restocking fee applies, it is determined by the manufacturer and typically reflects inspection, repackaging, and inventory handling costs.

  • Not every return includes a fee: applicability depends on manufacturer policy and product type.
  • Fee amount varies: if a fee applies, it will be communicated during the authorization process.
  • Condition matters: opened packaging, missing components, or damage can increase deductions or reduce credit.

Best practice: If return flexibility is a priority for your project, confirm return terms before ordering—especially for configured or project-staged material.

Up-front selection references: These buying guides help reduce restocking exposure by confirming the right fixture family and configuration for the space:

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Return steps (what to do)

To request a return, send an email with the details below. This allows fast review and correct routing.

Return readiness checklist for preparing items before shipping: unused and uninstalled, original packaging with all components, labels visible with SKU verified, photos taken of packaging and label, authorization included with RMA or reference, and packed to prevent transit damage, with a note not to ship without authorization.
Pre-ship checklist to prevent refusals: verify condition, document labels, include authorization, and pack for transit.
  • Email: support@starsandstripeslighting.com
  • Subject format: “Order/PO #### — Return Request”
  • Include: item(s), quantities, reason for return, and confirmation that items are unused/uninstalled and in original packaging
  • Photos (recommended): packaging condition and product labels to confirm identification

If approved, we will provide return instructions and the correct destination. Do not ship returns until you receive routing instructions.

If the return is a correction: Include the replacement intent (mounting height, distribution/beam angle, controls method, or rating requirement). These guides can be referenced to clarify the corrected specification path:

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Damaged, defective, or wrong items

Damage, shortage, and wrong-item issues are handled as corrections, not standard returns. The objective is fast resolution supported by clear documentation.

  • Inspect upon delivery: note visible damage on delivery paperwork when applicable.
  • Document: take photos of outer packaging, inner packaging, labels, and product condition.
  • Report promptly: email support with order reference and a clear description of the issue.

Why documentation matters: Carriers and manufacturers commonly require photos and delivery notes to process claims or corrections efficiently.

Shipping Reliability & Fulfillment includes receiving and damage/shortage best practices used to accelerate resolution.

If the issue is a defect rather than freight damage, use the Warranty Claims process so it can be routed correctly.

When the “wrong item” is actually a spec correction: Use the buying guide that matches the application to confirm the corrected fixture type/distribution before re-ordering:

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Non-returnable items and special orders

Some items cannot be returned due to manufacturer policy, project configuration, or compliance constraints.

  • Special orders / custom-configured items: may be non-returnable or subject to strict return limits.
  • Installed or used items: not eligible for return.
  • Items missing original packaging/components: may be ineligible or subject to reduced credit.

If you are unsure whether an item is returnable, email support before ordering. For project schedules, clarifying return terms up front reduces downstream risk.

Up-front selection check: These buying guides help reduce “non-returnable surprise” by confirming application-fit before purchase:

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Exchanges

Commercial exchanges are typically handled as a return (if eligible) and a new order. This approach keeps documentation clean and prevents configuration mismatches.

  • Fastest path: request a return authorization if eligible, then place a new order for the correct item.
  • Project note: if the exchange is related to a specification change, include the updated requirement so the correct configuration is captured.

If the exchange is driven by application-fit: Reference the appropriate buying guide so the corrected configuration is locked before re-ordering:

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Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, contact support@starsandstripeslighting.com and include your order/PO reference.

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Refund timing and processing

Refund timing depends on inspection and manufacturer processing rules. If approved, refunds/credits are issued after the return is received and inspected, and any applicable restocking fee or deductions are confirmed.

  • Inspection required: returned items must be received and inspected before credit is finalized.
  • Deductions: restocking fees (when applicable) and condition-related deductions may apply.
  • Documentation: keep your return authorization details for reference.

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Contact support

For return authorization, routing instructions, or correction requests, contact support and include your order reference in the subject line.

  • Email: support@starsandstripeslighting.com
  • Subject format: “Order/PO #### — Return” or “Order/PO #### — Correction”
  • Response target: we aim to respond within 1 business day for authorization and routing requests.

Spec correction tip: If you’re contacting us to correct a selection (not return for convenience), include the application and key inputs (mounting height, spacing intent, distribution/beam angle, controls method). These buying guides help standardize what to capture:

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Frequently asked questions

Do you accept returns?

Returns may be accepted depending on product type, manufacturer return rules, item condition, and timing. Returns require authorization and routing instructions before shipment.

Do I need authorization before returning an item?

Yes. Items sent back without authorization and routing instructions may be refused or delayed.

Where do returns go?

Return destinations vary by manufacturer and product. If a return is approved, we provide the correct destination and instructions.

Is there a restocking fee?

Some returns may be subject to a manufacturer-determined restocking fee. If a fee applies, it will be communicated during the authorization process.

When will I receive my refund?

After your return is received and inspected, we’ll notify you of approval status. If approved, refunds are issued to the original payment method within 10 business days. Banks and card issuers may take additional time to post the refund.

What if my order arrives damaged or incorrect?

Report damage, shortages, or wrong-item issues promptly with photos and your order reference so the issue can be routed for correction.

Which buying guide should we use before re-ordering a corrected product?

Use the guide that matches the space so mounting height, distribution/beam angle, controls needs, and compliance assumptions are aligned before the replacement order is placed:

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Use these pages to align commercial documentation, shipping visibility, and correction routing. For the full workflow overview, start with the Commercial Project Support hub.

Related buying guides: If your return or correction is driven by application-fit (distribution, mounting height, controls, or compliance), these guides help your team standardize selection and reduce repeat issues:

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