Customer Policy Page

 

***PLEASE NOTE THESE POLICIES PERTAIN SOLELY TO ORDERS PLACED THROUGH WWW.FVLIGHTING.COM***

 

Shipping & Delivery

All in-stock orders, shipping within the USA, typically ship the same day if received Monday-Friday before 2PM CST. After 2PM CST your order will ship the following business day. If an item is back-ordered or out-of-stock, we will notify you immediately with estimated shipping/delivery times.  Shipping fees and delivery times are calculated based on your state/country of origin and weight of products ordered.  All F&V orders placed through our webstore are shipped with UPS. The speed of delivery may be chosen at time of check out.  Shipping notification and tracking information will be emailed to the customer at the time of shipping.  Please feel free to contact us at sales@fvlighting.com if you have any questions or concerns regarding your order.

International Shipping: F&V accepts both domestic and international orders. For international orders, please allow 1-2 days for processing as we prepare and validate your order. An F&V representative may also call you to inform you of an Authorized Dealer in your area.

Privacy & Security

We take security very seriously here at F&V.  As such, we never hold credit card information on file, as well we never sell, share, or distribute customer personal information with third parties.   You can find our complete Privacy Policy on our website here: http://www.fvlighting.com/privacy-policy-cookie-restriction-mode

Webstore credit card payments are processed through Authorize.net. Customers may also select to pay with their PayPal account through PayPal Payments Standard. Both methods of payment are PCI-compliant and utilize encrypted transfer, ensuring complete secure transactions.  No financial information is processed or kept on F&V servers.  You can find the Authorize.net Security and Compliance statement here: http://www.authorize.net/solutions/merchantsolutions/merchantservices/security ; You can find the PayPal Security Statement here: https://www.paypal.com/webapps/mpp/paypal-safety-and-security

Warranty

F&V offers a Limited One Year Warranty to all products.  F&V's Limited One Year Warranty guarantees to the first end user, under normal use, that the product will be free from defects in workmanship and in materials for a period of one (1) year from the purchase date as is noted on the original receipt and/or invoice.   Limited One Year Warranty is void if any signs of tampering and/or unauthorized service is performed on the product.  Accidental and user damage is not covered under the Limited One Year Warranty.

This F&V Limited One Year Warranty is extended to direct purchases from the F&V Web-Store as well as Authorized F&V Dealers and Resellers.  F&V cannot be held liable for third-party or unauthorized retailers of F&V products.  If you are worried about the authenticity of a seller or a product's coverage, please contact support@fvlighting.com.  

 Returns 

We offer a 14-Day Money Back Guarantee.  If you are not completely satisfied with your product, you can return your order for a full refund or an in-store credit. Returns can be made up to 30 days folllowing the original date of purchase.  However, returns outside of the 14-Day Money Back Guarantee will be subject to a 25% restocking fee. Refunds are made for product value only, excluding shipping and handling charges. 

The 14-Day Money Back Guarantee and 30 day return period are only eligible for your original purchase. Any orders placed using an in-store credit from a previous return are final and are not eligible for a return.

All returns must be in original packaging and in like-new condition with warranty card, original accessories, and valid invoice. Please contact an F&V representative prior to shipping any returns.  No return will be processed without prior written notice. Postage costs are the responsibility of the buyer.

Replacements

Please consult the user manual prior to returning an item.  If product deficiency is do to accidental or user damage, the product may not be returned.  Please allow approximately 7-10 business days for your return order to be processed once it has been received at our warehouse.  If requesting a replacement for a defective item, your item must first be reviewed by our repair department.  If the item shows signs of misuse, tampering, or damage, the warranty is void. If the unit can be repaired, repair costs are the responsibility of the customer. In the event of a void warranty, the customer will be billed for shipping costs to and from the repair facility.  If the item is deemed a manufacturer defect, the defective unit will be replaced with a new or like-new replacement item, pending available stock. If the item is not in stock, efforts will be made to expedite the replacement of the item.  If the item is being tested under warranty and is deemed in proper working condition, the buyer is responsible for shipping and handling charges to and from the repair facility.  

If replacement item is needed right away, please contact support@fvlighting.com to schedule an expedited processing order.

Taxes and Fees - Domestic & International

Import duties, taxes, and other fees associated with the purchase/importation of merchandise into your locality are not included in the item's price or shipping costs.  These charges are the responsibility of the buyer.  Sales tax is only applicable to customers located in the state of Illinois, USA.  Please consult your country's customs office to determine possible additional costs prior to completing your purchase.

 Payment, Pricing & Promotions

F&V reserves the right to adjust product pricing without prior written notice.  As well, F&V reserves the right to start and terminate sales and/or promotions without prior written notice.   

Webstore credit card payments are processed through Authorize.net. Customers may also select to pay with their PayPal account through PayPal Payments Standard. Both methods of payment are PCI-compliant and utilize encrypted transfer, ensuring complete secure transactions.  No financial information is processed or kept on F&V servers.  You can find the Authorize.net Security and Compliance statement here: http://www.authorize.net/solutions/merchantsolutions/merchantservices/security ; You can find the PayPal Security Statement here: https://www.paypal.com/webapps/mpp/paypal-safety-and-security

Updating Account Information

F&V offers the service of creating an online account for the purpose of viewing and tracking orders and order history.  Information can be updated by the customer by logging into their respective account.  If assistance is needed for updating shipping information, password, etc., please contact support@fvlighting.com for help.

Please check out our FAQ's page for further customer information.  As well, feel free to contact an F&V representative for additional customer service details.  Thanks!


F&V USA SUPPORT TEAM:

PHONE:     +1 (888) 960-3750   (Within US)

PHONE:     +1 (224) 544-5427   (Outside US)

EMAIL:       support@fvlighting.com


FOR CUSTOMERS LOCATED IN OR AROUND EUROPE, PLEASE CONTACT:

EMAIL: support@fvlight.eu