Shipping, Trials, & Warranty
Availability & Shipping Policy
HiLumz has a tremendous advantage in that all in inventory is stocked at the component level. What does that mean to you? It means we can produce two units, or two hundred units, very quickly and always maintain very high stock levels of all components. We design our products so that many of our components are cross used on a variety of SKUs. This is by design to allow for JIT production and fast turn time.
For distributors, this means you don’t need to hold large stock levels to provide customers fantastic service levels.
As our commitment to be easy to do business with …. we rarely stock out!
Orders typically ship within a few days. If you need it shipped same day or next day, please make sure to let us know when ordering. We control our production and can move around priorities.
For special order products or custom mounting, there may be some lead time.
You get two points of feedback from a trial and we always encourage installing a trial.
- Allow installer to see ease of installation.
- See the light performance in your application.
In both cases, when a HiLumz trial is installed, the product is approved in over 90% of the case.
If a trial is helpful for your project, please request one. We will not charge for the trial for 30 days, provide a full refund when the trial is returned, or provide a debit to your account when the order is placed.
Product Failure Policy
We offer a high service, “one time up the pole”, five year warranty to match the life of the driver.
If a product fails, we will provide a new unit BEFORE we have determined the cause of the fail. This policy is in the spirit of reduced total cost of ownership. We ask the installer to trouble shoot the unit and only replace the components that fail (usually the driver only).
Most competitors require you to return the failed unit for inspection before sending a replacement unit (assuming it’s approved). This requires two costly trips into the light unit.
Once the failed product or component is returned, we will evaluate the unit and provide a credit if it qualifies as a warranty fail.
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 Five Year Warranty
- All Interior Strip Products are Warranted for Seven Years
- All Fixtures are Warranted for Five Years
- Customer may purchase a warranty “adder” at time of purchase to extend this period.
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 IP65 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 BEFORE you return the failed unit. This allows for “one trip up the pole” and to avoid costs to installers.
Once the failed unit is returned, HiLumz will confirm or deny the warranty claim 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 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.
- Lighting or major power surges.
- Force Majeure and other act of God.
3. Claim and Return Procedure
To file a claim, customer must provid:
- Customer name, address, daytime phone number and, if available, an email address
- Product part number and, if applicable for the product, Lot Number or Date of Manufacture.
- Copy of original purchase receipt.
- Reason for return and pictures of product and the fixture that the product was installed in.
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.