HLG | Shipping Policy
Horticulture Lighting Group Products: 1 to 5 Year Limited Warranties, or otherwise stated. Please see Product Warranty relevant to the specific HLG Products for detailed information.
All Horticulture Lighting Group products are guaranteed with a limited warranty to the original purchaser. Warranty is valid for manufacturing defects or product failures only when products are properly used for their intended applications. If you experience an issue with a product, a technician from our support team may be able to diagnose the issue. Technical support is available by phone and email.
Orders canceled prior to shipping will be refunded the full cost of the order minus 3% transaction processing fee. Orders canceled after shipping but before delivery will be refunded the full cost of the order minus shipping and return fee.
RETURNS: 30-Day Money Back Guarantee!
Horticulture Lighting Group upholds the highest standard of quality for all of our products. We guarantee that the quality of all our merchandise will meet or exceed expectations. Every effort is made to ensure your merchandise is manufactured and shipped in perfect condition. But, if for any reason you are not completely satisfied with your purchase, you may return any item in its original condition within 30 days of receipt and we will gladly provide a refund, replacement, or an exchange.
If you are not satisfied with your purchase, Horticulture Lighting Group will refund the full cost of the returned item minus shipping and 10% restocking fee. If an order shipped is defective, Horticulture Lighting Group will also reimburse you for the shipping charges for the original product.
To qualify for a refund, replacement or exchange, your item must be unused and in the same condition as received and must be in the original packaging.
Our facility representatives will inspect and verify the condition of the item once it is received at HLG. Upon approval, a refund for the full cost of the returned item will be granted. If an order shipped is defective, you will also receive reimbursement for the shipping charges that apply to send the order back to us.
Under certain situations a partial refund may be granted and must be approved by Horticulture Lighting Group ONLY before any return for refund, replacement or exchange process can begin.
Exceptions to the full refund include any items not in its original condition, is damaged or missing parts for any reason deemed not due to our error. We do not issue refunds for items that are returned more than 30 days after delivery.
To return or exchange an item, please follow these instructions:
Please contact us either by email or phone to receive the return instructions.
If contacting by email: Please email email@example.com your order number, date of purchase and store where purchased and your contact information. Please include an explanation for the request for a refund or an exchange. We will then contact you by email or phone with shipping instructions.
If contacting by phone: Please have your information ready and call us at (877) 445-4533 x4 to begin the process.
A package without proper return authorization will not be accepted for refund.
If you prefer to exchange your item for another Horticulture Lighting Group product, please contact us to discuss your needs. The item must be in its original condition and the exchange request made within 30 days of receipt of the item. After speaking with a Horticulture Lighting Group representative, you can place a new order on the website and send back the original order for credit, or the representative may place the order for you directly and arrange return shipping. The returned light must be received before.
Concerning defective items please contact us to arrange a return. Upon receipt to HLG, the returned item will be inspected by a qualified technician who will verify that the defect was not caused by negligence, abuse, unauthorized repair or disassembly. For approved warranty exchanges of defective items, the defective items in question must be shipped back before an exchange will take place. After approval has been granted, HLG will replace the product with the same product. In the case the exact product is no longer available, a product of equal value may be substituted.
The item MUST be postmarked and shipped to Horticulture Lighting Group WITHIN THIRTY(30) DAYS from the date of receipt of the order. Each item must be returned in the same condition as it was sent, unworn and undamaged. Items that have been worn and damaged due to customer negligence cannot be returned.
Any order refunded as a result of a cancellation, will be subject to a 10% restocking fee.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within 7 business days.
HOW LONG DOES IT TAKE TO RECEIVE A CREDIT FOR A RETURNED ITEM?
After we receive the returned item and it is inspected, we will send you an email to notify you that your returned item has been received. We will also notify you of the approval or rejection of your refund. It takes between 1 and 5 days to complete the return process. A refund or customer credit (for exchanges) will be issued within 1 to 5 business days. All refunds will be issued in the original form of payment. Please allow one monthly billing cycle for the credit to appear on your credit card statement.
Please contact us either by email or phone if you feel there is a problem or delay with the transaction.
Returns may be mailed or shipped to:
Horticulture Lighting Group, 3505 Maynardville Hwy., Maynardville, TN 37807
You will be responsible for paying for your own shipping costs for returning any item not deemed to be covered under the return warranty. Shipping costs are non-refundable for wrong item purchase or changing your order. If you receive a refund, the cost of return shipping will be included in your refund or a return label will be provided. Upon approval, we will provide a shipping label via email or a label will be included in the replacement item shipment box.
Depending on your shipping address, the time it may take for your replacement or exchanged product to reach you, may vary.
If you have any questions about our products, warranty, exchange, adjustment, or return policies, please contact a Customer Service Representative at (877) 445-4533 x4 or email firstname.lastname@example.org.