Refund Policy

At a glance

• Do we accept returns? Yes, on every piece we sell, including made to order.
• How long do I have? 10 days from the day your order is delivered to have the return on its way back to us. That is the same 10 days whatever the reason.
• Where do returns go? Returns are sent to our supplier's facility in China, not to Canada. We are a retailer and our stock is held and shipped by our supplier, so a return has to go back to where it came from. Please read the section on return shipping below before you order.
• Who pays return shipping? You do on a change of mind return, and because the return is international that cost is significant. We pay when the piece is faulty, damaged in transit, or not what you ordered.
• Is there a restocking fee? No.
• What do I get back? A full refund of the price you paid, to your original payment method.
• How long does the refund take? Up to 20 days from the day your return reaches our supplier, including the time your bank or card issuer takes to post it.
• How do I start? Email support@eliomarchetti.com with your order number. Do not ship anything back before we reply.

Where returns are sent, and what it costs you

We want you to know this before you buy rather than after.

Elio Marchetti is a retailer. We do not hold stock in Canada. Our fixtures are supplied and shipped by Radilum, and a returned piece has to travel back to their facility in China. There is no Canadian or US return depot.

On a change of mind return, you pay that international shipping. It is not a domestic parcel. Depending on the size and weight of the fixture and where you are, international return freight on a lighting fixture commonly runs into the hundreds of dollars, and on a smaller or lower priced piece it can approach or exceed what you paid for the item itself. You may also be responsible for export paperwork and any duties on the return leg.

We do not mark this cost up and we do not deduct it from your refund. You arrange and pay the carrier directly, so you will know the exact figure before you commit to it. Write to us first and we will give you the destination address and the declared value you need, so you can get a real quote before deciding.

If the quote makes the return uneconomic, tell us. Depending on the piece we can sometimes agree a partial refund and let you keep the item, which is often the better outcome for both of us. We would rather find that solution than have you ship a fixture across the world.

None of this applies when something is wrong with the order. If the piece is faulty, arrived damaged, or is not what you ordered, we cover the return entirely, or we resolve it without a return at all. You are never out of pocket for our error or the carrier's.

The return window

You have 10 days from the day your order is delivered to return it. This is a single window that applies whatever your reason, whether you have changed your mind or the piece arrived damaged.

What matters is that the piece is on its way back to us inside those 10 days, evidenced by a carrier receipt or tracking number dated on or before day 10. Notifying us on the tenth day and shipping the piece a week later does not meet the window.

If you contact us inside the window and we are slow to reply, the window pauses from the moment your email reaches us. You are never penalised for our response time.

What can be returned

Every piece in our catalogue can be returned, including pieces built to order. Made to order items are not excluded, and are returnable on exactly the same terms as pieces held in stock.

To be accepted, a returned piece must be:

• Unused and uninstalled. A fixture that has been wired into a ceiling or wall has been used.
• In its original packaging, including the internal protective packing. Stone and glass do not survive a return journey in a substitute box, and a piece that arrives back broken because it was repacked loosely cannot be refunded in full.
• Complete, with all fittings, mounting hardware, canopies, cords, driver units and any bulbs supplied.
• Free of damage caused after delivery.

Natural variation is never a reason we reject a return, but it is also not a fault. See the section on natural stone below.

What cannot be returned

• Pieces that have been installed, wired, modified, cut, drilled or refinished.
• Pieces returned without prior contact, because a parcel sent to our supplier without a reference number cannot be identified or credited to your order.
• Gift cards.

We do not maintain any other category of final sale item. If a product page ever describes a piece as non returnable, that will be stated plainly on the product page before you buy, not discovered afterwards.

How to start a return

1. Email us at support@eliomarchetti.com with your order number and which piece you are returning. A sentence on why helps us but is not required.
2. Wait for our reply. We answer 10am to 6pm Eastern, seven days a week, and aim to reply within one business day.
3. We send you the return address in China, a reference number, and the declared value for customs. Get a shipping quote at this point, before you commit to anything.
4. Pack the piece in its original packaging and ship it with a tracked international service. Send us the tracking number.
5. The piece is checked on arrival and we refund you.

Please do not ship anything back before step 3. A return sent to the wrong address or without a reference number can be lost or refused at customs, and we cannot refund a piece that never arrives.

Who pays for return shipping

You pay when you have changed your mind, ordered the wrong size or finish, or no longer want the piece. As set out above, this is international shipping to China and the cost is substantial. We do not deduct it from your refund, so you will know the figure before you spend it.

We pay when the piece is faulty, arrived damaged, or is not the piece you ordered. In those cases we arrange the return or reimburse the postage you paid, and you are never out of pocket for our error.

We do not charge a restocking fee in any circumstance.

Damaged, faulty, or wrong item

The same 10 day window applies here as to any other return. What changes is who pays and what you get back, not how long you have to tell us.

Tell us within 10 days of delivery. Send your order number, a description of the problem, and photographs of the piece and of the packaging it arrived in. The packaging matters because it tells us and the carrier where in the journey the damage happened.

Where a piece is faulty, damaged on arrival, or is not what you ordered, we will at your choice replace it or refund it in full, and we cover the return postage. In many damage cases we will not ask you to ship anything back at all, because international freight on a broken fixture benefits nobody. You will not be asked to pay to send back something that arrived wrong.

Stone and glass occasionally arrive damaged despite good packing. It is not an argument, it is a shipping reality, and it is handled quickly. Open your parcel and check the piece as soon as it arrives, so that anything wrong is found inside the window.

Refunds

Once your return reaches our supplier it is checked and we issue your refund. Allow up to 20 days from the day the return arrives for the money to be back in your account. That covers checking and processing as well as the time your bank or card issuer takes to post it.

Refunds go to your original payment method. We email you when the refund is issued, and we can send you that confirmation if your bank asks for it.

We refund the full price you paid for the piece. Where you paid a delivery charge, that is refunded too if the return is because the piece was faulty, damaged or wrong.

Refunds are issued as money, not as store credit, unless you specifically ask us for credit instead.

If a return is declined because it arrives used, installed, incomplete or damaged after delivery, we will tell you why and send you photographs.

Cancelling an order

Because most pieces are built by our supplier after you order them, cancellation depends on how far along that is. Cancelling is always cheaper for you than returning, so write to us early.

• Before your piece enters production, we cancel and refund in full, no questions and no fee.
• After production has started but before dispatch, we will still try to stop it, and we usually can.
• After dispatch, the order stands and the ordinary return terms above apply once the piece is delivered.

Natural stone, and what is not a fault

Some of our fixtures use alabaster, travertine, marble and onyx, cut from natural blocks. Veining, colour, banding and translucency vary from piece to piece, and the piece you receive will not be identical to the piece photographed. That variation is a property of the material and is not a defect, so it is not covered as a fault.

It is, however, a perfectly good reason to change your mind, and a change of mind return is always available to you on the terms above.

Delivery times, so returns are not a surprise

Orders take up to 20 business days handling, while the piece is built and packed, plus up to 20 business days transit. The full window is 25 to 40 business days, roughly 5 to 8 weeks. Full detail is in our shipping policy, and where our products come from is set out on our Sourcing and Suppliers page.

Your 10 day return window starts when the piece is delivered, not when it was ordered or dispatched, so a long lead time never eats into the time you have to decide.

Your statutory rights

Nothing in this policy limits or replaces the rights you have under applicable consumer protection law, including the Ontario Consumer Protection Act and equivalent legislation where you live. Where the law gives you more than this policy does, the law applies. In particular, your rights in respect of goods that are faulty or not as described are not limited by the 10 day window above, and we do not ask you to bear the cost of returning goods that were faulty or not as described.

Contact us

Returns, refunds, damage reports and cancellations all go to the same place, and a person answers.

Sijie Wang, operating as Elio Marchetti
50 Ordnance Street, Toronto, Ontario M6K 0C9, Canada
This is our business address for correspondence. It is not the return address. Returns go to our supplier in China and we will give you that address when you start a return.
support@eliomarchetti.com
226 868 8380
10am to 6pm Eastern, seven days a week