Their return policy might as well be "no returns" regardless of circumstance. If you even open the box, they will not accept a return. Their online return policy states: The following items are ineligible for return: "Open Box". I attempted to return a pendant light that I was not pleased with. I had all original carton and packing material. Because I merely opened the box, the item became ineligible for return. Buyer beware... horrible customer service!

I'm very disappointed with my recent experience ordering a chandelier from Visual Comfort. We purchased a heavy, globed chandelier, and when my electrician tried to install it, the cheap aluminum bracket it came with bent under the weight, causing the chandelier to slope. He had to remove it entirely for safety reasons. I reached out to Visual Comfort and it took four days just to receive a response that they were "working on it." To make matters worse, the customer service representative I spoke with was neither helpful nor polite, which only added to my frustration. In short, the mounting hardware quality was inadequate and the customer service experience left a lot to be desired. I would not recommend them based on this experience. I will not use them again and will purchase from RH in the future. I get much better customer service from them.