Return Policies

Please read carefully:

If you are unsatisfied with an item purchased online, you may return it within 21 days of receipt. The following conditions apply.

• The customer must contact us via email for Return Merchandise Authorization (RMA).
• Returns will not be accepted without a RMA number.
• Item must be in the original packaging, must not show signs of installation for return to our showroom.
• If the product has had wires cut or is scratched, or otherwise damaged in any way it will not be accepted as a return.
• Clearance or discontinued items will not be accepted for return.
• A 20% restocking fee will be deducted from your refund.
• The products original purchase price must be greater than $50.00.
• If shipping was charged, the original shipping expense will not be refunded.
• We cannot accept items for return after the 21 day period has expired.

Only uninstalled non-custom items , with all components and accessories, packaged in the original packing materials and in the manufacturers labeled packaging will be accepted for return. Any items that are not in original condition will not be accepted as returned items. Drop ship items must be returned to the Five Rivers Lighting showroom or we may not be able to refund your charges. Any items returned without an RMA will not be accepted for return.

• Call us right away - contact Five Rivers Customer Care department at 1.866-526-4921 as we cannot accept returns more than 21 days after delivery.
• You will be provided with return instructions, a Return Merchandise Authorization number and our shipping address by email.
• Print your RMA instructions and enclose in the package(s) for return to assist in promptly processing your refund.
• Return the item(s) using either Federal Express or UPS, as the items can be insured, and tracking is also available.

Five Rivers does not accept returns on orders that have been placed as Trade accounts, nor on quantities of ten (10) or greater for a single item, or of orders that exceed $2000.00. Trade discounts do not apply to clearance items. We suggest that you request a sample or order a single item if you are unsure of the product, so that any quality or manufacturing concerns are addressed. It is the buyer’s responsibility to verify the quantity and to contact us prior to ordering to resolve any questions.

If you need to cancel or change your order, we ask that you do so within 24 hours. Please note, orders for custom items once placed cannot be canceled. Beyond that time, we will make every attempt to cancel your order but cannot make any guarantees as it may have already shipped. We will email confirmation to you once the cancellation has been confirmed with the manufacturer. In the event that your order has already shipped and we are unable to cancel it for you, we ask that you not refuse the delivery for any reason other than damage. Please contact us askus@fiverivers.com and we will issue a Return Material Authorization for you under normal return guidelines. If delivery of an order is refused for any reason other than damage, all shipping fees incurred by us as well as re-stocking fees will be deducted from your credit amount once the item(s) are successfully delivered to the manufacturer. For ground shipments, the standard ground rate will be applied to your account. For freight deliveries, there is a minimum freight charge of $125.00. The re-stocking fee for refused delivery is 25% of the total refused.

If you have any questions, please email us.

Our Customer Service Department Location is:

Five Rivers Lighting
714 McKinley St.
Boise, ID 83712
Phone 1.208.209.7091
Toll free 1.866-526-4921