Refund policy
Change of Mind
We offer a full refund on any item returned within 60 days of receipt, provided the product is in like-new condition. Please note change of mind refunds are only available one time per customer.
To initiate a return, please contact us at returns@redlighthero.com. Once the returned item is received and inspected to confirm it is in like-new condition, your refund will be processed.
To qualify for a refund:
- The product must be returned in its original packaging, including all accessories, inserts, and components.
- The item should be in clean, undamaged condition, suitable for resale.
- Returns that are incomplete or excessively worn may be declined and returned to the sender.
- Customers are responsible for return shipping costs for change of mind returns.
Returns must be postmarked within 60 days of the date you received the item. Returns shipped after this period will not be accepted.
Manufacturing Defects
All Red Light Hero panels are covered by a three-year warranty against manufacturing defects. Our other devices are covered for either one or two years, as specified on each product page.
Our premium products are designed with serviceable components so that many issues can be resolved without replacing the entire product. To make a warranty claim, customers must reasonably cooperate with us throughout the warranty process. This includes completing reasonable troubleshooting steps and, where safe and practical, following our instructions to install replacement parts. If a customer does not participate in these steps, we may be unable to progress the claim to the next phase.
Our warranty process has three phases:
Phase 1 - Troubleshooting: We will first attempt to resolve the issue without replacing your product. This may involve asking you to follow some simple troubleshooting instructions.
Phase 2 - Replacement parts: If troubleshooting does not resolve the issue, we will provide replacement parts for the components we believe are causing the fault. We may ask you to follow instructions to install these parts.
Phase 3 - Product replacement: If the issue cannot be resolved through troubleshooting or replacement parts, we will replace the faulty product.
If you experience an issue with your product, please email support@redlighthero.com. Our team will work with you to identify the problem and provide an appropriate solution.
This warranty is provided in addition to any rights and remedies available under applicable consumer laws.
All Returns
If an item is returned to us that is not authorized for return or refund, we will attempt to contact you. We will hold the item(s) for 30 days before discarding.
Accidental Purchases
Occasionally shoppers misclick or otherwise place an order by accident. If this happens please email us at hello@redlighthero.com and, as long as the item/s have not yet been shipped, we will provide you a refund. If your order has already started processing, we cannot cancel your order however you can still return the item as per our 60 day return policy.
We ask you to not open a dispute because if you do your payment will be frozen which may delay the refund process.
Please note payment processors keep a small non-refundable fee for every transaction, even when an order is cancelled. In our experience, PayPal will in rare exceptions waive their fee while Shopify (which process card payments on our website) do not waive their fees (1.75% + 30c for domestic orders and 3.5% + 30c for international orders using Visa or Mastercard, AMEX and other cards may have different rates). For this reason, refunds for accidental orders may be issued minus this processing fee. If we are not charged a fee on an accidental order, we will provide a full refund.
Pre-Order Purchases
We set pre-order release dates based upon the most up-to-date information provided by our supplier/s. Unfortunately sometimes these deadlines are not met, or the testing phase of a new product may reveal a technical shortcoming which may take additional time to resolve. In either case we will do our best to get your pre-order product/s to you as quickly as possible, but please understand all pre-order dates are estimates and subject to change. This potential for the delivery date to vary from what we anticipate is part of why pre-order items have substantial discounts applied. Due to the substantial investment which goes into developing a new product line, we cannot provide cash refunds for pre-order purchases however, if your pre-order product is delayed, we will present you with options including swapping to an equivalent ready-to-ship product or a refund in the form of store credit if you are not willing to wait until the updated shipping date.