ORDER CANCELLATION BEFORE ORDER SHIPS

Please immediately call  (877) 445-4533 x4 or email orderstatus@hlg.com. If order is paid with Credit Card then the processing fees (3%) are not refundable. 

ORDER CANCELLATION AFTER  ORDER SHIPS

Please immediately call  (877) 445-4533 x3 or email wholesale@hlg.com. If order is paid with Credit Card then the processing fees (3%) are not refundable. 

WARRANTY

Horticulture Lighting Group Products: 3 Year Limited Warranty,  2 Year on select Lighting, and 1 Year  Limited Warranty on DIY Kits, or Otherwise Stated.

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.

Returns
90-Day Money Back Guarantee for brick and mortar stores as long as product is in original box and not used.

30-Day Money Back Guarantee for all drop drop and other orders

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. 10% restocking fee is waived for brick and mortar stores as long as product is in original box and not used.

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 we receive the returned item. 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.  

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 wholesale@hlg.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.

Exchanging Items 

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, or the representative may place the order for you directly.

After we receive your shipment a qualified technician will verify that the defect was not caused by negligence, abuse, unauthorized repair or disassembly. After approval, 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.

Refunds 
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 we have received your returned item. 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.

Shipping
Returns may be mailed or shipped to: HLG, Attn: Returns, 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. 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 warranty@hlg.com.