Refund policy

Returns

It’s no secret that we love every item on our website – but we also understand that returns need to be made occasionally! If you didn’t find your perfect fit the first time, we’re happy to help you find a better match.

We do have restrictions on returns, so we encourage you to reach out to us with any questions. If you are unsure about measurements or finishes or anything else, please email us at serviceweb@unionltg.com before making your purchase so we can help ensure you have all the info you need.

Please understand that most of the items on our website are not stocked in our warehouse. Every product is specially ordered from our many suppliers for you! If we return them, we must pay the supplier a return fee plus applicable freight. As a result, all lighting, furniture, rugs, hardware and art are subject to a 50% restocking fee should you wish to return them.

Returnable items

Are in their original packaging and exactly how they were shipped, including all original packaging material, original factory information, and paperwork. We do not accept returns on any lighting that has been installed, wires or chains cut. Please inspect your fixture before installing.
Do not have any markings on the outside of the packaging; even a slight modification to the packaging can cause the item to be damaged in transit, making the return invalid.

Delivered within the last 14 days (or within 14 days of pickup from the store)

If your item meets these requirements, we will refund your purchase excluding ALL shipping costs and restocking fee.

Please note that neither Union nor the manufacturer are responsible for electrician costs.

Final sale

All products that are on final sale on our website cannot be returned or exchanged once shipped.

All custom items including parts and shades are final sale.

How to make a return (For information on our policies regarding returns see above)

Please contact us at serviceweb@unionltg.com within 14 days of receiving your merchandise to request a return.

If your return is approved, you will have 7 days to deliver the item(s) to us.

Please do not bring or send anything back to our store without first getting approval. We will not accept them.

You are responsible for both the original shipping costs and the return shipment. We do not offer return shipping labels.

Please allow 3-7 business days from the date of receipt for us to conduct a quality review.

If the item is damaged during the return transit, our team will evaluate and refund an appropriate amount based on its condition.

Depending on what was approved we will either issue a refund to your original payment method or give you a store credit.

You will receive an email notifying you of this once the return has been processed. Please allow the refund between 5-7 business days to appear in your account.

Order changes and cancellations

You can cancel your purchase anytime without penalty within 24 hours of making your order.

Please contact us at serviceweb@unionltg.com

After 24 hours all changes and cancelations fall under our return policy. Please refer to our return policy for more information.

However, your order is very important to us, and we will try our best to work with you after the 24-hour policy. Please note this can be a time-consuming process as once your order is placed with our supplier it goes through multiple steps. Additionally, it can take days to hear back from our supplier as there are multiple processes to locate where your product is on its journey to you. Please have patience while we try our best to accommodate you. We will get back to you as soon as we have an update.

Incorrect Product and Missing items

We sincerely apologize if you received an incorrect or damaged product. For all damages please visit this page.

Please note that depending on your order you may receive multiple shipments from different carriers. It is likely for large orders to receive items at different times based on their availability.

If you have any issue or concern, please email us at serviceweb@unionltg.com

Delivery issues

Any items returned to us because of an incorrect address or refusal at the delivery address are subject to an additional charge.

Warranties

Union does not offer in-house warranties: the only warranties that apply are those issued by the manufacturer, if applicable.

Price Match

Of course, we do! If you find a retailer that has a lower price than us, please email us a screenshot, URL link or proof to serviceweb@unionltg.com prior to making your purchase.

There may be exclusions to honouring price matches on new arrivals and bestsellers, as well as limitations on price matching certain retail giants.

Damages

We sincerely apologize if you receive a damaged product. We understand how frustrating this can be, especially when you have waited so patiently. Unfortunately, this is out of our control and does happen occasionally. If your order did arrive damaged, incorrect or has missing items you must notify us within 48 hours by completing this form.

Keep in mind that many of our items are handcrafted using natural materials, so it’s normal for there to be some variation in their appearance compared to the in-store model or the images online. Colours and finishes in real life can look different from our website.

We cannot take back products that have natural colour variations. If you are ordering marble or any natural stone, please take note that no two are identical.