HelloLights.com Policies

2.1.HelloLights.com 30 Day Return Policy

2.1.1a)Return Policy:
We are committed to total customer satisfaction. We guarantee that in the unlikely event that a customer is not 100% satisfied with an order, we will promptly issue credit on the account once the product(s) are returned to our warehouse, with all original packaging/warranty cards, etc (see refund guideline below). The customer is responsible for all shipping costs from and to our center, and the item(s) must be insured with the carrier returning it to Hellolights.

Refund Guideline:
10 days (or less) from date of order
Option 1: 10% restocking fee and receive credit to credit card
Option 2: No restocking fee and receive store credit.

30 days (or less) from date of order
Store Credit: 10% restocking fee and receive store credit

30 Day+ Refer to Manufacturer warranty information.
No refunds or credits available beyond 30 days.

**Hellolights is not responsible for items that are lost or damaged during shipment back to our facility. We highly recommend insuring the package with whichever carrier you use. We cannot issue a refund on items lost or damaged by the carrier who is responsible for returning the items to us. (i.e. If you return an item to us and it is damaged during shipment or we never receive it, we cannot refund you on it.) Please insure all returns for you protection.
**Store credits are issued in the form of a gift certificate and are valid for one year.
**Some manufacturers request that we refer customers directly to them for product support.
**All returns are subject to a restocking fee.
**Please email us at RMA@hellolights.com or call us at (888) 405-1817 for a RETURN AUTHORIZATION number. DIY parts are not subject to this unconditional guarantee, please see 2.1.1.c in our policies for return information on those items. Modification of any item(s) voids this guarantee.
**Buyer must call or e-mail our customer service center within the specified time frame in order to be eligible for refund or credit.
**Note: Items that come in actual contact with water (i.e. Skimmers, pumps, powerheads, UV sterilizers, RO units, heaters ext.) may not be returned for credit back unless the item is defective. "Special Order" items are subject to a 25% restocking fee if they are returned to us for reasons other than being damaged by the carrier or defective. Special Order items are noted as such in the description of the item. If you have any question regarding the return policy on an item please ask prior to making your purchase.

2.1.1.b) Refusal of Package / Undeliverable Package
If you refuse your order, and it is returned back to us you will be charged return shipping charges. If your package(s) are returned for any reason other than the shippers fault, you will be charged for all return costs associated.

2.1.1.c) Do it Yourself "DIY" Parts
"DIY Parts & Accessories" including but not limited to: MH sockets, VHO Endcaps, reflectors, CF Sockets, HQI Sockets and HQI Bulbs are NOT covered under our 30 day return policy unless they are in NEW, unused, original condition in the original packaging. HelloLights does not warrant these items since they are sold as parts only, and we cannot control proper installation. Therefore, if you purchase these items and install them, we are not responsible for product failure due to improper installation or misuse.
2.1.2. Damaged on Arrival, Late Arrival Policy or Defective Items
2.1.2.a) Damaged on Arrival
If the order arrives damaged, customer MUST notify us within 24 hours of the time of delivery by the carrier, and not 24 hours of personally discovering the damage. If customer notifies us within 24 hours, we will cover the cost of shipping out the replacement, as well as cover the cost of the prepaid return label for the return of the damaged item. If customer does not notify us within 24 hours, customer remains liable for all shipping costs associated in replacing, as well as returning the damaged item.

2.1.2.c) Late Arrival Policy
Please note that orders cannot be returned, cancelled, or rejected due to shipping delay. While we do everything we can to insure customers receive their order as soon as possible we cannot credit shipping charges because of a shipping delay.

2.1.2.d) Defective Items (within 30 days of purchase)
If the item has a Manufacturer Warranty (ex. Aqua Medic AB Bulbs, Coralife Aqualight, etc.), please contact the manufacturer. If any other product becomes defective within 30 days of placing the order, we require a call or e-mail to the customer service center immediately, and no later than the 30 days within placing the order. If there is no warranty from the factory, the defective item can be returned to us for refund or replacement.

2.2. HelloLights.com Post-30 Day Policy

2.2.1. Returns
HelloLights.com will not accept returns on any item after 30 days from the date of placing your order.

2.2.1.1. Defective Items sent back to HelloLights
Defective items sent back to Hellolights will be examined/tested/reviewed by Hellolights to determine failure. If the item returned as "defective" proves to be working, Hellolights will charge a 20% fee. Customer is responsible for shipping to and from our facility and also providing the proper insurance for the item(s). If the item is defective, Hellolights will issue a store credit that must be redeemed within 12 months of issue. If an item is pro-rated to determine the store credit due, the pro-rate date is based on the date you contact Hellolights, as long as the item is received by Hellolights within 10 business days of contact. If not, pro-rated store credit will be based on the date Hellolights receives the item(s). If any item is determined to have been misused, improperly wired, improperly installed, altered or otherwise used in a manner which it was not intended, Hellolights reserves the right to reject the item as defective.

2.2.1.2. Defective Returns sent back to HelloLights
ALL items/packages sent back to us must be Insured for their full value. Hellolight's will not issue store credit on any items lost or damaged while in transit back to us. Since we sell glass items that are fragile, please make sure you send to us with the appropriate value insured. This is so the customer can be sure they will receive credit back for the return, either refund by hellolights or via insurance claim with the carrier. Please call us for your return address number.

2.2.2. Defective ARO Ballasts
2.2.2.1 -ARO VHO Ballasts are covered by a one year warranty against manufacturing defects and ARO Metal Halide Ballasts are covered by a 3 year warranty against manufacturing defects. If ballasts have been modified in any way, their warranty will not be honored. NOTE- The following are NOT defects: burned out lamps/bulbs, burned out endcaps, any damaged caused by moisture or water within any endcaps or quick disconnect cords, any damage caused by user modification(s), any damage caused by misuse. If the ballast fails within the warranty period, we will replace or repair the unit. However, beyond one year after the original purchase, the customer is responsible for providing proof of purchase (either a receipt or the original order number).

Buyer is responsible for all shipping/handling costs to and from our facilities (generally about $9.95 per ballast).

Call our customer service department for full details (888) 405-1817.

2.2.2.2 Products with HelloLights.com expressed warranties will be honored for the stated term, and only to the original purchaser according to our records. We reserve the right to repair or replace defective items where appropriate. All products with warranties will explicitly state the warranty on the description section of the products page on our website. Therefore, if no express warranty is noted, that particular product does not have a HelloLights.com warranty. Buyer remains responsible for shipping charges to and from our center.

2.2.3. Special Orders
ANY item we customize per your request is deemed a "Special Order". This includes, but is not limited to, customizing reflectors in any way per customers request. If you decline or return any customized item from us, it is subject to a $9.00 or 25% return fee, whichever is greater.

2.2.4 Double Ended MH Lamp Policy
Hellolights will not be responsible or warranty any broken ceramic ends on the DE lamps. Proper care and placement on these lamps must be taken to insure that the ceramic tips do not break. Should the lamp be broken from shipping, an immediate claim must be made to us and the shipping company.

2.2.5. Clearance / Closeout Items
HelloLights.com will not take returns on any clearance or closeout items. Used items, such as reflectors, will not be taken back if they were sold as a clearance item. Any bulb or ballast purchased through the Clearance section is not warranted.

2.3. Ordering Terms / Liability
Hellolights.com reserves the right to accept, refuse, or limit your order for any reason, including, but not limited to, credit review, the unavailability of a product or errors in the prices and product descriptions posted on this web site. By placing your order, you agree that Hellolights.com total liability, under any legal theory or claim, shall be limited to the purchase price actually paid to Hellolights.com for the product giving rise to Hellolights.com's liability.

2.4.Credit Card Policy

2.4.1. Domestic Credit Cards (U.S)
HelloLights.com will accept payment from domestic credit cards only.

2.4.2. International Credit Cards (Non U.S)
HelloLights will not accept any credit cards issued by a non-U.S. Bank.

2.5. International Orders
We do not accept any international orders.
If you have a shipment sent to a US address, and then forwarded onto an international location, all HelloLights Return and Warranty policies are VOID.

2.6. Coupons / Price Matching

2.6.1.1 Coupons
We occasionally release coupons to our existing customers and/or those who have signed up to receive promotional emails from us. Terms of the coupons are generally listed on the email which they are sent, and they vary. Coupons may not be applied to orders already placed, and must be used at the time of the order. They are NOT applicable to ANY previous orders prior to coupon release. They cannot be combined with any other promotion and are limited to use of the purchase of physical items on the store. Coupon discounts cannot be applied to gift certificates and unless otherwise specified are limited to one use per customer.

2.6.1.2 Discounts
Hellolights.com offers Buy One Get One (BOGO) discounts on certain items. In order to take advantage of these discounts, all items, including the items that would be free need to be added to the shopping cart. This is an automatic discount and our shopping cart system will re-calculate the price of the all the items to reflect the BOGO discount. Hellolights.com will not add items to an order unless requested by the customer. Please verify the item quantities before submitting an order.

For Example: If an item has a Buy 2 Get 1 free BOGO discount, 3 items would need to be added to the shopping cart. If only 2 items are added, only 2 items will be shipped.

2.6.2.Price Matching
Hellolights.com will match any competitors advertised price at the time of the order. Additionally, we will honor this for 30 days after your purchase in the form of a store credit. This means that if you find a lower price within 30 days after your order, we will issue you a store credit of the difference. Price matching does not apply to any ebay.com store or ebay operated store. Price matches will only be made on exact, in stock items. Hellolights.com will generally not match any compact fluorescent actinic lamps, as the phosphors used in most "actinic" CF lamps are not true actinic phosphors like our formula. Price verification must be made prior to a price being matched. No other coupons or special promotions are allowed with any price match. We reserve the right to match the shipping terms of the site being matched

It is advised to place price match orders over the phone to verify the change in price. If order cannot be placed over the phone, you may enter the product price and URL of the item in the "order comments" section during checkout and we will apply the credit to your order before it ships..

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