1. RETURN AND REFUND POLICY

This is the summary shown at checkout. The full policy is at eliomarchetti.com/pages/refund-policy

Returns are accepted on everything we sell

You have 10 days from the day your order is delivered to have a return on its way back to us. That window applies whatever your reason, including change of mind and including made to order pieces. The piece must be unused, uninstalled, complete, and in its original packaging.

Returns go to China, not to Canada

Please read this before you buy. Elio Marchetti is a retailer and we do not hold stock in North America. Our fixtures are supplied and shipped by Radilum, and a returned piece has to travel back to their facility in China. Our Toronto address is for correspondence only and is not a return address.

Who pays return shipping

You pay on a change of mind return, and the cost is substantial because the return is an international shipment. On a lighting fixture it 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. You may also be responsible for export paperwork and any duties on the return leg.

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

If the quote makes the return uneconomic, tell us. Depending on the piece we can often agree a partial refund and let you keep the item instead.

We pay in full when something is wrong with the order. If the piece is faulty, arrived damaged, or is not what you ordered, we cover the return or resolve it without a return at all. You are never out of pocket for our error.

Refunds

A full refund of the price you paid, to your original payment method, within 20 days of the return arriving. There is no restocking fee. Where a return is because the piece was faulty, damaged or wrong, any delivery charge you paid is refunded too.

Cancelling is cheaper than returning

Before your piece enters production we cancel and refund in full, with no fee. After production starts we will still try to stop it. Write to us as early as you can.

How to start

Email support@eliomarchetti.com with your order number. Do not ship anything back before we reply, because a parcel sent without a reference number can be refused at customs.

Your statutory rights

Nothing here limits your rights under applicable consumer protection law, including the Ontario Consumer Protection Act. Your rights in respect of goods that are faulty or not as described are not limited by the 10 day window, and we do not ask you to bear the cost of returning goods that were faulty or not as described.

Sijie Wang, operating as Elio Marchetti 50 Ordnance Street, Toronto, Ontario M6K 0C9, Canada support@eliomarchetti.com | 226 868 8380