If you decide to return an item, we offer the following hassle-free return process for your convenience. Our customer service representatives are also available to assist you should you have any questions. Email email@example.com
Request for return must be made WITHIN 15 days of receipt to get full refund
Request for return made AFTER 15 days (but not more than 30 days) from date of receipt is subject to 25% restocking fee
No returns are accepted after 30 days
Items have to be shipped back within 15 days of Return Request or 25% restocking charge will apply
Shipping charges paid at time of order processing are non-refundable (includes expedited, under-minimum, HI/AK)
Customers are responsible for the costs of shipping back any return items
Return Authorization Number (RAN) is required to return items. Please request RAN firstname.lastname@example.org
Please note that NO returns will be accepted for the following conditions:
- Items returned without an RAN number
- Items that have been installed, customized or modified
- Items not in original packaging and/or missing parts/hardware or manual
- Made to Order or special order items
- Overstock or Clearance Sale Items
- Truck-load sized items
- Any volume orders totaling more than $2,000
- Any large quantity order of 12 pieces or more of the same product
1. Request a Return Authorization Number (RAN)
Email request a return. A customer service representative will email you the Return Authorization Number (RAN) with instructions. You will have 15 days to return the items to us once we issue you the RAN. It is important that you request a RAN because we will not issue any refunds for returns without a RAN. Unauthorized returns will not be acknowledged and may be refused at your expense.
2. Download, Fill Out and Print the RAN form and paste it on the box.
To ensure a prompt refund, please make sure the RAN# is clearly labeled on the box and the RAN form.
3. Package the Item
Please package the items carefully. All products must be packed in new, original and unmarked packaging including any accessories, hardware, manuals, documentation and registration that were originally included with the items.
4. Ship the Item
Since you are responsible for the cost of returning the items via whichever carrier you prefer (Fedex, UPS, USPS, etc), we recommend that you use a traceable and insurable form of mailing for shipment. Satco Grow Light is not responsible for any items lost or damaged in transit and it will be your responsibility to file any claims with the carrier.
Please email us the tracking number of all return shipments so that we can ensure a prompt refund.
Please ship the Item(s) to:
Attn: Internet Returns Team
226 N. Nova Rd. Suite 337
Ormond Beach, Fl 32174
5. Get Your Refund
Once we receive and inspect the return, we will issue a refund on the original credit card or paypal account used to place the order. Please allow 1 or 2 billing cycles for the credit to be reflected on your statement. You will receive an email confirmation once the return is completed. Please note that shipping charges are non-refundable (which includes expedited, under-minimum and Alaska/Hawaii orders).
We aim to process returns as quickly as possible but if you do not receive your refund confirmation within 10 days of us receiving the item, please email email@example.com
Damaged or Defective Item Policy
Damaged claims made within 7 days of receipt will qualify for free replacement
Damaged claims made after 7 days (but before 30 days) may not qualify for free replacement and/or be subject to manufacturer’s warranty policy
We will not honor any damaged claims made after 30 days
Defective claims will be subject to manufacturer’s warranty policy
All replacements are subject to availability and standard lead time. Satco Grow Light is not responsible for expedited shipping of any replacement fixture/parts
Please email firstname.lastname@example.org with your order#, item, quantity and description of damage. Attach photos of damage if possible since it will help to expedite your claim.
We will submit the claim with the manufacturer and response time is generally within 48 to 72 hours. During this time, the manufacturer may request for additional information or may contact you directly to assist with troubleshooting.
When replacements ship, we will email you the tracking information. Items are shipped via ground to the original delivery address on order. If different, you must notify Customer Service of address change when making the claim. Satco Grow Light will not be responsible for any lost shipments.
In some cases, the manufacturer may request the return of the damage/defective items so please hold onto it until further instructions from us. If return is needed, a call tag or mailing label will be issued and if you are not available at the time the attempts are made by the carrier to retrieve the items, you will be responsible for shipping the item back to us within 15 days. If you do not return the items back to us, you will be charged for both the damage/defective and the replacement part. Defective items found to be in working condition will be subject to the Return Policy and you will be charged for the replacement part.