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 come with a 2 year warranty for manufacturing defects. Other devices come with a 1 year warranty for manufacturing defects.

If you have an issue with your product, please email help@redlighthero.com and we will work with you toward a solution.

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. 

There are no restocking fees and our refund processing time is up to 45 days. Usually it is shorter, and we endeavor to provide refunds as quickly as possible. We are also happy to provide an exchange/store credit as an alternative.

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.