Online we accept credit card payments by Visa and Mastercard.

In-store we accept credit card payments by Visa, Mastercard and AMEX and E-transfer.

Online Orders - If you would like to cancel an order that has not shipped from our store or the manufacturer, simply contact one of our sales associates at 250-862-3245. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation. Please be aware that some items that are custom made or built-to-order cannot be cancelled.

Instore Orders - Please contact the branch and sales associate in charge of your order, they will assisit you with your cancelation request. 

Online Orders - Please be aware that some items may have already shipped from our store or the manufacturer and be in route for final delivery to you. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow our Standard Return Policy. Please do not refuse the delivery of non-damaged goods as this will result in up to a 50% restocking fee. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for shipping costs both to and from your address. Some items that are custom made or built-to-order cannot be cancelled.

Online Orders - If you are cancelling an order due to backorder, we recommend you first call us at 250-862-3245 OR email us at hello@pinelighting.ca  to verify the accuracy of the date before making your final decision. At times, manufacturers state items as backordered but have already shipped or are going to ship the items very soon. If the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please note that since a cancellation request is time sensitive, please contact us immediatley regarding your intentions. 

Instore Orders - Please contact the branch and sales associate in charge of your order, they will assist you with the cancellation request.  

Small packages are delivered with UPS, Fedex, Purlator, Or Post Office 

Shipping is available in 3 delivery speeds: normal, rush and priority rush. Shipping is free for the normal delivery options.

The price of the other delivery options are calculated in the checkout process and depends on the size and weight of the item(s).

Large items will be delivered by a carrier by truck.

We currently are unable to ship any merchandise to PO Box addresses.

We are able to ship large and oversized items via truck freight. Please be aware that truck freight is only able to be delivered to curbside or driveway.

Most Carries will contact you to set up a delivery time, usually with a 2-4 hour window during business hours. It is the customer's responsibiltiy to provide an accurate contact number for the delivery adress. At time of delivery the driver will require that you inspect the conditon of the shipment, and sign the delivery receipt. 

Be sure to note on the receipt ANY and ALL damages to the packaging of your item(s). Noting the condtion of the package is the customers responsibility - not the driver. Please forward the notes and/or photos to Hello@pinelighting.ca as quickly as possible 

We will contact you via phone or email when your product is ready for pickup.

Orders that are arranged to be picked up will be charged in full once the merchandise arrives at the showroom - not when it is picked up.

PINE LIGHTING strives to provide its customers with the most accurate information on product availability using the tools and resources made available by the manufacturers we represent, lead times are posted on the individual product pages, but these are estimates only.

Estimates are based on the assumption that the item you have selected  is currently in stock with the manufacturer and the manufacturer's typical speed at which orders are processed and shipped.

Normal deliveries usually ship in 3-4 weeks. Rush deliveries usually ship in 2 weeks. Priority rush deliveries usually ship within 1 - 2 weeks. If your purchase/project is time sensitive, we strongly suggest that you contact the store at (250)-862-3245 to inquire about expedited shipping services. 

PINE LIGHTING is not responsible for any costs associated with shipment delays.

For standard packages, if unsuccessful in completing the delivery the first time, the carrier will either attempt to complete the delivery again at a later time or leave a notice to pick up the package at the nearest pickup location.

For large and oversized items, if the carrier is unable to contact the customer, the customer will then be responsible for any storage fees or freight charges back to the shipper.

Your Satisfaction is our number one goal. At PINE LIGHTING, we want you to be 100% satisfied with your purchase, and receive exactly what you want. On the occasion that you receive a product that you just don't like or that doesn't match your decor, our experienced customer service staff is just a phone call away and will guide you through our return policy. Customers who place orders online are responsible for the accuracy of their product selection and information entered. Customers who place orders by phone or in-store must review their receipt for accuracy within 24 hours.

Returns of goods must be made within 30 days in "as new" condtion, in orignal packaging and accompained by a receipt. Stock items may be returned within 30 days in the orignal packaging. Fixtures that are brought back and not packed back into the box in "as new" condtion maybe refused or incure a restocking fee of at least 30% at Pine Lighingting's discreation. All Clearence items sare final sale, all speacial ordered items are non-cancelable and non-refundable. If there are any question as to items that are final sale, please confirm with your salesperson. 

 

Please follow the process below to return your item(s):

Acquire authorization and instructions
To begin the return process, please call online sales at 250-862-3245. In most cases, we will email you a Return Goods Authorization (RGA) number with return instructions to return the product.

Shipping the product back
Ship the item to the warehouse address listed on the return authorization. Below are the keys to a successful return:

Good Packaging

• Re-pack the products for return in the original box with original packaging material.
• Use the return label provided or your own label and write the RGA# exactly as instructed by our staff. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.

Ship & Insure

• Ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item is confirmed to be delivered. If we are unable to confirm delivery of your item, this may result in the denial of a refund.

Tracking Number

• We recommend using a carrier that will provide you with a return tracking number as this will speed up your return process. Retain your tracking number and email it to the issuing store associate so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact our store and provide us with the tracking number so that we can expedite the credit process for you.
• You will have 7 days in which to return the product from the date that we receive approval from the manufacturer. After 7 days, the Return Goods Authorization will expire and no replacements or refunds will be given. In the event that a return becomes damaged on its way back to the return destination, we will inform you via email or phone that the item was received damaged and hold the product for up to 15 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct us concerning what to do with the damaged product. If we have not received notification or response from the customer within 14 days, the item will be donated or destroyed.

Refunds
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin. Customers will be refunded, less the restocking and freight charges, via the same method in which the item was purchased or via check from PINE LIGHTING. Refunds via check are typically issued within 14 business days of final approval.

Items returned without the proper RGA# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund.

If credit is to be given, it will be by store credit only.

Please do not request a chargeback from your credit card company during the return process. Due to the time it takes to resolve chargeback disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.

• Special purchases, including clearance items, inventory sale items, etc.
• Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
• Any item that is not in resalable condition. Some items that are custom made or built-to-order.
• Any item not accompanied by a Return Goods Authorization Number (RGA#) issued by PINE LIGHTING.
• Any item that is not in the original box with sufficient packaging materials.
• Large orders (orders containing 6 or more of a single item or orders with an invoice total greater than $1,000).
• When ordering large quantities, we suggest ordering a sample for evaluation.
• Light bulbs, parts, and shades.
• Any item not purchased from PINE LIGHTING
• Shipping & handling charges.

We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion - at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.

For smaller UPS or FedEx deliveries that are damaged in transit, instead of refusing the package, please contact our store immediately. If damages are reported within 7 days for UPS or FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify PINE LIGHTING of defective or damaged merchandise within two business days of receipt.

Immediate inspection is especially important when receiving large items (such as a chandelier, large pendant, or glass items) from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. Customers who sign for delivery and do not notate "damage" assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify our store of refusal so we can anticipate the return and send out a new item. PINE LIGHTING will repair or replace the damaged or defective goods for no additional charge. If a return is desired instead of replacement, the Standard Return Policy applies and our initial shipping and handling costs and possible restocking fee will be deducted from the credit. Failure to follow the return procedure for the damaged item may result in a charge for the free replacement item. Returned items that are found to not be in working condition or shipped as ordered may not be eligible for a refund. In such a case, PINE LIGHTING will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.

All Produtcs is covered by a 1 year manufacturer's warranty. (Exluding light bulbs unless otherwise stated - for example LED bulbs and LED fixtures have 3-5 year differing warranties that vary between manufactures). This warranty is limited to the repair or replacement of the product only and  Pine Lighting or the Manufacture is not responsible for any labour incurred. Use of incorrect instalation methods, incorrect location approval, and intended use of the fixture will void the warranty. The use of harsh chemical cleaneres, or damaging product will void the warranty. If you have a warranty issue, please send photos and a breif description of the problem to hello@pinelighting.ca or your preferred salesperson and we will do our upmost to assist you.

Privacy Policy

Effective: August 8, 2024

About Us
Since 1979, Pine Lighting has been your trusted source for everything you need to light your home and projects. Contractors, business owners and homeowners have long relied on Pine Lighting for our outstanding service and products chosen for the project and client in mind. We believe that lighting is the most important aspect of a home to enhance both comfort and design. Layered lighting creates mood, ambiance, atmosphere, and task in your space and we are excited to share some of the ideas and techniques with you. From advice on a minor or cosmetic renovation to full-scale layouts for a major renovation or a new home build, we will co-ordinate with contractors, electricians, and other trades to be sure everything works together. The suppliers we work with offer a full range of designs from modern to contemporary, elegant to traditional, and farmhouse to country and rustic. We pride ourselves on choosing unique styles for our showrooms and love to come up with new and exciting design ideas and welcome any of your lighting challenges. PINE LIGHTING, with its head office located at 6878 King George Blvd. Surrey, BC, and branches located at 1953 Baron Rd. Kelowna BC, and 790 Spruce Ave. Victoria BC.

About This Privacy Policy

Your privacy is important to us, so we’ve developed this Privacy Policy, which explains how we collect, use, and disclose your personal information. We collect personal information when you use our website(s), mobile apps, and other online and offline products, services and experiences (collectively, the “Services”). Please take a moment to read through this Policy in its entirety.

If you have any questions, concerns or complaints regarding this Privacy Policy or how we use your personal information please contact us via e-mail at Hello@pinelighting.ca.

What Personal Information We Collect and How We Collect It?

We collect personal information that you provide directly to us:

Contact information. If you sign up to receive our newsletter, emails, or text messages from us, we will collect your name, email address, mailing address, phone number, and any other information needed to contact you about the Services.

Payment information. To order products or services through the Services, you will need to provide us with payment information (like your bank account or credit card information). Please note that your financial information is collected and stored by a third party payment processing company. Use and storage of that information is governed by the third party payment processor’s applicable privacy policy.

Survey information. You may provide us with other personal information when you fill in a form, respond to our surveys or questionnaires, provide us with feedback, participate in promotions, or use other features of the Services.

How We Use Your Personal Information?

We use the personal information we collect for the following reasons:

• To send you our newsletter, or other information or marketing about our Services that you think may be of interest to you.
• To reply to your questions, inquiries, or customer service requests or to send you notices, updates, security alerts, or support and administrative messages.
• To provide you with information about the Services that you request from us or which we feel may interest you.
• To monitor and analyze trends, usage and activities in connection with our Services and to improve the Services.
• To facilitate contests, sweepstakes and promotions, and to process entries and provide prizes and rewards.
• To detect, investigate and prevent fraudulent transactions and other illegal activities on the Services and to protect the rights and property of us and our customers.
• To carry out our obligations arising from any contracts entered into between you and us, including for billing and collection.

How We Share Your Personal Information?

We may share your personal information in the following ways:

• With vendors, consultants, and other service providers who process your personal information on our behalf when they provide services to us, for example data analytics, research, marketing and financial services.
• In connection with, or during negotiations of, any merger, sale of company assets, financing or acquisition of all or a portion of our business by another company.

We may be legally required to disclose or share your personal information without your consent in some circumstances, for example to comply with a court order or law enforcement. In such circumstances, we will only disclose your personal data if we have a good-faith belief that such sharing is required under applicable legal obligations

Your Marketing Choices

When you sign up for a promotion, or subscribe to our newsletter or marketing/promotional messages, we use your personal information to help us decide which products, services and offers may be of interest to you.

We will send marketing messages to you if you have asked us to send you information, bought goods or services from us, or if you provided us with your details when you entered a competition or registered for a promotion. If you opt out of receiving marketing messages, we may still send you non-promotional emails. We will ask for your consent before we share your personal information with any third party for their direct marketing purposes.

You may unsubscribe from marketing messages through a link we include on messages we send you. You can also ask us to stop sending you marketing messages at any time by contacting us at: Hello@pinelighting.ca

Retention of Your Data and Deletion

Your personal information will not be kept longer than is necessary for the specific purpose for which it was collected.

When we decide how long we will keep your information we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorized use or disclosure, why we need it, and any relevant legal requirements (such as legal retention and destruction periods)