Returns & Exchanges

Return Policy

Welcome to Melrose & Madison, where luxury lighting meets customer satisfaction. We understand that sometimes a product may not meet your expectations, which is why we offer a 30-day return policy for most products on our website.

If you're not completely satisfied with your purchase, you may return it within 30 days in new, uninstalled condition and original packaging for a refund. To request a return or exchange, please get in touch with customer service.

We also cannot accept returns of products that have been clearly identified as non-returnable on the Product Details Page, installed, or assembled products, or products not in the original condition and packaging.

Damaged Goods

At Melrose & Madison, we understand the disappointment of receiving a damaged product. We pride ourselves on providing exceptional quality and service, but unfortunately, fragile items can sometimes be damaged during shipping. If you receive a damaged product, we request that you report it to our Customer Service team within 48 hours of delivery.

You must keep the damaged item and its packaging, as failing to do so within the timeframe means we cannot file a claim with the carrier. This will prevent us from accepting responsibility for the damage and delay resolving the issue. Once you contact us, our dedicated team at Melrose & Madison will immediately file a claim with the shipper. Please note that claims typically take 8-10 business days to process.

Please do not discard the damaged product or the packaging during this time. At times, the shipper will be dispatched to pick up the item for inspection and processing, and we'll need your assistance in making it available for pickup on the scheduled date and time. If we can determine that the damage was the shipper's fault, we'll order a replacement fixture for you at no additional cost as soon as the damaged item has been picked up or returned to us. Replacements are subject to availability.

If your product has a broken part, please notify us within 48 hours of delivery, and we'll provide you with a replacement part if available at no additional cost. The standard return policy will apply if you'd like to return the product. We must note that we're not responsible for any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend waiting to schedule installation until after your fixture has arrived and been inspected.

If you have any questions, please don't hesitate to contact our Customer Service team. We're here to help you every step of the way.

Defective goods

At Melrose & Madison, we're committed to providing you with the highest quality products. However, we understand that issues such as factory defects or missing parts may arise before shipments. Rest assured that we handle such matters with the utmost care and attention to detail.

If you receive a product with a factory defect or missing parts, please report it to us within 30 days of receiving your order. After this timeframe, we'll do everything possible to replace your product. We understand the importance of timely replacement requests so they always receive priority handling. Replacements are sent free of charge, and we'll cover any return shipping costs and shipping of the replacement product.

Please only discard the defective product once you receive our instructions to ensure a smooth process. Failure to return the defective product or send pictures when requested may result in delays or a charge for the replacement item.We value your satisfaction and understand that labor costs and project delays can be frustrating. However, please note that we're not responsible for any such costs or delays that may occur due to the receipt of defective goods.