We ask for your understanding and cooperation in complying with our return and refund policy as follow: All Lanternland products are custom orders and are NOT returnable unless:
A) The product is defective and / or damaged during shipment. See “Inspection and Return” section below for details of inspection and return process.
B) The product received is not the product ordered.
Slight variations in size and finish are normal due to the handcrafted nature of the product
and do not qualify under this provision.
Merchandise returned without written authorization will not be accepted.
Requests for authorization to return merchandise damaged during shipment must be completed within 48 hours of receipt of merchandise. See below for details of inspection and return process.
Customers will receive credit only towards future orders on authorized returned merchandise. We do not issue refunds. The credit amount will not include freight charges. Credits will be processed by our accounting department; please do not deduct credits on your own.
The customer is responsible for all freight charges incurred returning merchandise.
Returned merchandise is subject to inspection. Unsalable or damaged merchandise will be credited at salvage value or less costs of repair.
We reserve the right to refuse any returns for any reasons.
INSPECTION AND RETURN:
Although damage in transit is rare, it does happen on occasion. Any damage to the outside of the box or to the Merchandise itself must be recorded on the Bill of Lading before signing for the delivery. Call Customer Service for assistance in processing any damaged items. No exceptions can be made without approval. Contact Customer Service for a Return Goods Authorization (RGA) number.
Inspect the boxes for obvious damage at the time of delivery, even if you do not plan to install them right away.
Even if no damage is suspected, open the carton within 24 hours and make a thorough inspection.
Identify or describe the missing/damaged item(s).
Before you sign the bill - write "May have concealed damage" If you do not write this on the bill, you are responsible for any damage not noted at time of delivery.
If there is visible damage of the box, you need to open the box and inspect further before signing the delivery receipt. If you suspect internal damage, open immediately! If the driver or agent does not want to allow this, sign the bill "received subject to further inspection"
Conduct this further inspection at once and if concealed damage is discovered, it must be reported to the carrier within 24 hours. Have driver sign also noting any shortage or damage.
Notify us as soon as possible regarding any damage/shortage so that we may assist you with investigating and/or filing a claim.
Keep any damaged goods and their packaging materials for later inspection.
On making damage claim the customer must take pictures both close up and at a distance to determine the claim during investigation.
If you accept a shipment and do not note that there has been damage in shipping we cannot be held responsible. All sales are final 10 days after receipt. No exceptions can be made without approval. Contact Lanternland Customer Service for a Return Goods Authorization (RGA) number.
Customer will be responsible for safe return of lanterns to Lanternland. When returning lanterns they should be in their original boxes and must be insured by the shipper for the full purchase price.
If a lantern should be damaged during return shipment, the customer is responsible for filing a claim with the appropriate shipper.
All sales are final ten (10) days after receipt of shipment if no damage claim has been filed. Call Lanternland customer service for assistance in processing damage claim. No exceptions can be made without approval.
Once we receive your returned damaged item, please allow one billing cycle for a refund to appear on your credit card statement. Refunds on shipping and handling are credited only when an item is incorrectly shipped or arrives defective or damaged.