Skip to content
Items marked "Oversized Ships via Truck" DO NOT SHIP FREE & we will contact you with shipping rate.
Items marked "Oversized Ships via Truck" DO NOT SHIP FREE & we will contact you with shipping rate.

Refund policy

We are committed to providing high-quality lighting products and fixtures that meet your expectations. While we take every measure to ensure the accuracy, quality, and reliability of our products, we understand that sometimes returns or exchanges are necessary.

This Return & Refund Policy explains how to return products, the conditions required for returns, applicable fees, and how refunds are processed. By placing an order with us or purchasing our products, you agree to follow the procedures outlined in this policy, as established by Times Square Lighting.

Return Window

Customers wishing to return products must initiate the return within 30 days from the date of shipment. Returns requested after this period may not be accepted. The 30-day window ensures that products are returned promptly, minimizing potential issues related to damage, wear, or inventory management.

We encourage customers to inspect all items immediately upon delivery to ensure satisfaction and compliance with this policy.

Condition of Returned Items

To qualify for a return or refund, items must meet the following conditions:

  • Original Packaging: Products should be returned in their original packaging, including all accessories, manuals, and any included hardware.
  • New or Unused Condition: Items must be in new or unused condition, free from damage, scratches, or modifications.
  • Special or Custom Orders: Products that have been customized, modified, or specially ordered are non-returnable unless defective.

Maintaining these standards ensures that returned products can be safely restocked or inspected for defects while protecting all customers from receiving damaged or previously used merchandise.

Return Process

Initiating a return with Times Square Lighting is simple and straightforward:

  • Contact Customer Support: Email [support@tsstage.com] with your order number, item details, and reason for the return.
  • Receive Return Authorization: Our support team will review your request and issue a Return Authorization (RA) number, which must be included with your returned package.
  • Ship the Item: Pack the item securely in the original packaging and include all components. Clearly mark the RA number on the package.
  • Send the Return: Ship the product back to the address provided by our support team.

Please note that returns without a valid RA number may be refused or delayed. Following this process ensures accurate tracking and processing of your return.

Return Shipping Fees

Customers are generally responsible for the cost of return shipping, except in cases where the product was defective, damaged during transit, or incorrectly shipped by Times Square Lighting.

  • Customer-Paid Returns: For non-defective or standard returns, the customer is responsible for shipping costs. We strongly recommend using a trackable and insured shipping method to prevent loss or damage during transit. Customers should also retain proof of shipment until the return is processed and the refund is confirmed.
  • Company-Paid Returns: If the item is defective, damaged, or shipped in error, Times Square Lighting will provide a prepaid shipping label for your convenience. In these cases, we cover the cost to ensure the return is simple and stress-free for the customer.

This policy ensures fairness and accountability, allowing customers to manage routine returns responsibly while enabling Times Square Lighting to maintain efficient, cost-effective operations that benefit all customers and support timely processing of refunds or replacements.

Restocking Fees

Times Square Lighting applies a 40% handling, inspection, and restocking fee on eligible returns of standard catalog items.

  • No Restocking Fee: Special, custom, or modified products are non-returnable and therefore do not incur a restocking fee because they cannot be resold.
  • Damage or Missing Components: Items returned damaged or missing parts may not be eligible for a refund or may be subject to additional charges.

The restocking fee covers labor, inspection, and administrative handling costs while keeping our return process efficient and sustainable.

Refund Timeline

Once we receive and inspect the returned product, the refund will be processed according to the following timeline:

  • Standard Refund Processing: Refunds for eligible returns are typically issued within 5–7 business days after the product has been received and approved.
  • Method of Refund: Refunds will be issued using the original payment method. Credit card refunds may take an additional 2–3 business days to appear on your account, depending on your financial institution.
  • Partial Refunds: Refunds may be reduced by any applicable restocking fees, shipping fees, or damages identified during inspection.

Our goal is to process refunds promptly to ensure a positive customer experience and maintain trust in Times Square Lighting.

Exceptions and Non-Returnable Items

Certain products are not eligible for return or refund:

  • Custom or Special Orders: Products manufactured or customized specifically for a customer are non-returnable.
  • Altered or Damaged Items: Any item that has been altered, misused, or damaged by the customer cannot be refunded.
  • Clearance or Promotional Items: Some promotional or clearance items may have specific return restrictions stated at the time of purchase.

By clearly outlining these exceptions, we ensure transparency and avoid misunderstandings regarding returns and refunds.

Tips for a Smooth Return

To make your return as seamless as possible, follow these best practices:

  • Inspect all products immediately upon delivery for damage or missing components.
  • Retain the original packaging until you are certain you will keep the product.
  • Contact [support@tsstage.com] promptly to request your Return Authorization.
  • Use trackable shipping methods when returning items to protect against loss or damage during transit.
  • Keep copies of shipping receipts and tracking numbers until the refund is confirmed.

Following these tips helps ensure that your return is processed efficiently and accurately.

Customer Support Contact

If you have questions or concerns regarding returns, refunds, or any aspect of your order, our customer service team is ready to assist:

  • Times Square Lighting Co., Inc.
  • 5 Holt Drive
  • Stony Point, NY 10980
  • Email: [support@tsstage.com]
  • Phone: (845) 947-3034

Our team is committed to responding promptly and professionally, providing guidance to ensure your return experience is clear and fair.

By purchasing products from Times Square Lighting, you agree to comply with this Return & Refund Policy. Following the outlined steps ensures returns are handled efficiently, refunds are processed promptly, and your rights as a customer are protected.