Shipping, Returns & Warranty
Availability & Shipping Policy
Even though we strive to maintain adequate levels of our products in stock, we often receive large orders that can temporarily deplete or nearly deplete our inventory. While this is only a temporary situation, some products do have longer re-stocking lead times than others. In the event that you place an order for a product that will be back-ordered longer than five business days, we will contact you and provide an estimated shipping time for your order. We will then offer you the option of a refund or to keep your order in place until we can ship.
Orders for product that is in stock will ship within one to two business days; on a first-order-in and first-order-out basis.
Orders for product not in stock may require 50% to 100% prepayment, depending upon the product and the quantity. Delivery times for special orders will vary and we will consult with the manufacturer for their delivery time estimate for your order.
If you are in need of a multiple items for your business or project and are not certain if a product is suitable for your purposes, we recommend that you purchase a sample unit before purchase the entire quantity. Please feel free to consult with a HiLumz USA sales representative to assist with your selection. Please be aware that although we can answer questions and make suggestions, the final determination as to the suitability of a product for your needs shall remain strictly with you, the purchaser.
Product Return Policy
Given that we have no means of testing returned electronic products to confirm that they have not been damaged, we cannot allow their return. No returns shall be accepted unless as an approved warranty as defined herein.
This Warranty is provided by HiLumz USA LLC (herein “HILUMZ”) and is expressly limited to products marketed and sold as a HiLumz brand product. This warranty does not cover any products manufactured by others regardless of whether marketed or sold by HILUMZ or not.
1. Warranty Terms
All HiLumz LED lighting products sold by HILUMZ are warranted from the date of sale (as shown on the original customer purchase receipt) as specified herein. Specific warranty coverage for the product categories is as follows:
· Diamonz Brand Products 7/10 Year Warranty – Diamonz branded Retrofit Kits, HyperNova fixtures or any fixture containing a Diamonz Brand Kit. Seven-year warranty on the LED Driver and ten-year warranty on all remaining components, including the LEDs, fan (if installed), heat sink, etc.
The products must be used within the operating parameters specified for the products and installed and operated according to the instructions provided with the product. Reflectors and other internal baffles or area dividers MUST be removed. LED protective cover on Diamonz retrofits MUST be removed.
Failure of one or more LEDs shall not be considered a product failure nor qualify for a warranty claim unless the number of LEDs that have failed exceeds TEN Percent (10%) of the total number of LEDs on the LED product.
HILUMZ DIAMONZ RETROFIT LED PRODUCTS MUST BE INSTALLED IN FULLY ENCLOSED FIXTURES OR ENCLOSURES WITH INTERNAL VOLUMES OF UNRESTRICTED AIR FLOW EQUAL TO OR HIGHER THAN THE FOLLOWING:
Diamonz Retrofit Products — 11 cubic inches per Watt
HILUMZ will not accept returned items without prior authorization from HILUMZ in the form of a Returned Material Authorization (RMA). An RMA may be obtained by contacting HILUMZ.
During the warranty period, any defective products will be repaired or replaced (with same, new or refurbished products or comparable, current products) by HILUMZ free of charge.
2. Return Policy
HILUMZ will make best efforts to replace or repair defective products within 15 working days after our inspection of the returned products to determine if the defects are covered by the terms of the warranty. HILUMZ will pay the shipping costs of the product back to the customer. HILUMZ will not be responsible for any costs or expenses caused by following conditions:
- Product that has been modified by the user.
- Product was not installed or maintained according to manual or product specifications.
- Product was subject to unusual physical or electrical stress, water damage, misuse, or negligence.
- Other damages caused after receipt of product by customer.
- Force Majeure and other act of God.
3. Claim and Return Procedure
To file a claim, customer must follow the procedures below:
Visit http://hilumzusa.com and use the contact form or phone number to request an RMA.
After receipt of the RMA, ship the product to HILUMZ freight pre-paid to the address provided with the RMA. Warranty replacement product shall be returned to the customer at HILUMZ’s expense.
Include the following information:
1. Customer name, address, daytime phone number and, if available, an email address
2. Product part number and, if applicable for the product, Lot Number or Date of Manufacture.
3. Copy of original purchase receipt.
4. Reason for return and pictures of product and the fixture that the product was installed in.
Returned product will be inspected upon arrival at our facility. Once product is determined to be defective, HILUMZ will replace with new or factory inspected/refurbished product or repair the product within 15 working days.
THIS LIMITED WARRANTY REPRESENTS THE TOTAL LIABILITY OF HILUMZ USA LLC, ITS OFFICERS, MEMBERS, EMPLOYEES OR AGENTS, FOR ANY PART OR PRODUCT. HILUMZ USA LLC MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. HILUMZ SHALL NOT BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.
We strive to provide excellent customer service. Please let us know how we are doing.