Warranty and Returns Terms and Conditions
Returns:
Reef Radiance will accept for return any LED purchased from us within 14 days of delivery. LEDs must be returned as received, new and in unopened box. Under no condition will Reef Radiance accept lights that have been opened - or after 14 days of delivery. Customer shall pay for freight to return item. Reef Radiance to be sole determiner in condition of any returns. A 15 percent restocking fee shall be accessed for any products returned. Any freight paid by customer - or by us - can not be refunded. If all above conditions are met, Customer shall receive any refunds due within 14 days of return of product. We do not give refunds on Controller accessories - modules or probes or other accessories. We do not allow refunds on Closeout items. We do not accept any returns that have not been approved and have an RMA issued by our Service Department on the outside of the box. If uncertain or unsure on any purchase with respect to our return policy contact us before making a purchase as this policy is strictly enforced. Under no circumstances do we give refunds for any custom lights created - or custom programmed - at customers behest - as these lights cannot be sold as new to another customer. Reef Radiance will provide a refund for customers who have purchased a product and it has not been shipped - unless it is a custom product or custom programmed - that has been ordered specifically upon customers request. Refunds for products ordered but not shipped will be refunded in full no more than 7 - 10 business days from day that customer submits a request for refund in written form. To initiate a return or refund - send an email to info@reefradiance.com and provide us your name and address and the exact date of purchase and the specific products you ordered as well as your contact email and your phone number. When we receive an email with all this information - we will process your refund request. If we agree to your refund we will email you an RMA - Return Material Authorization - which must be attached to the outside of any boxes received from you. Any boxes received without an RMA will be refused. Price Protection. For any item we sell that is purchased from our website and we advertise the same item - in the same condition - within 7 days of purchase - we will offer a credit to customer for the difference toward any future purchase from our website - sale items excluded. If you chose to take advantage of our 30 day money-back guarantee on Par 30 and Par 38 led lights - customer is responsible for return freight to us and light must be returned in undamaged condition. If light is received as described here - we will issue a full refund of the purchase price within 7-10 days of receiving light from customer. This policy is limited to one light per customer.
Warranty:
Reef Radiance warranties that any new Reef Radiance STARFIRE OR STARFIRE GENESIS LEDs purchased from us shall work for one year from date of receipt and any other new LED lights purchased from us ( used lights have a 6 month warranty ) shall work for one year from date of receipt by customer. Date of receipt is always the start of the warranty period - whether put into use or not. If any product shall prove to be defective, then customer shall go to http://www.reefradiance.com/service-request-order.html and fill out a SERVICE REQUEST FORM. The date we receive the Service Request Order is considered the date submitted for warranty purposes. If we determine that there is a warranty issue, we will issue a RMA (return material authorization) by email. Upon receipt of an email containing the RMA number, customer shall send product to us, freight prepaid, to our address in Dublin, California. If, upon receipt of product, we determine that the problem is not covered under warranty, such as abuse, water or salt damage, excess voltage, excess heat - especially if over-driven by an external controller, or any use of product other than its intended use, we will either ship product back to customer at customers expense, or repair it at customers cost, if customer chooses to have it repaired. PLEASE NOTE - we no longer service other company's lights. If the problem is covered under warranty, then we will either repair it or send a replacement at our sole discretion. Repairs generally take 7-14 business days and repaired or replaced lights are sent out within 14 business days. Customer is responsible for shipping charges to return their products to them - this amount not to exceed $19.95 per product. We understand that it is very difficult not having lighting for your aquarium, and we will do everything possible to repair or replace any LED sent to us as soon as we can. Any opening or modification whatsoever of any product automatically voids the warranty. We reserve the right to exchange parts for similar but not identical parts when repairing led lighting - including - but not limited to - power supplies and LED arrays. From time to time - we may chose to allow customers to repair their LED lights themselves. This is allowed only if customer receives written permission from us and acknowledges that our liability is limited to replacement of any parts that we may have sent to customer to replace. We are not responsible for any damage to any light that customer works on or have no other liability of any kind - except for the specific replacement of any parts shipped to customer.
Late Shipments:
Generally, we are able to meet the shipping schedules we put on our website, however - due to events beyond our control - occasionally shipments from our factories to us will fall behind. This is just one of the realities of international export and import. When this happens - we will email our customers and keep them informed about their specific products - with all information we have at the time. When this happens - we send the email to your Paypal email we have on file as this is the way we track our customers. In addition - when we send an email update to our customers about any late shipments - we DO NOT answer Product Order Status Form submittals or voice-mails or emails - as the information has - or is about to be - sent to our customers and our update emails provide all the same information as the Product Order Status Form.
Shipping:
Reef Radiance uses FedEx and USPS for most of our deliveries in the United States. We do not ship internationally. We have found them to be the most reliable carrier option available with respect to delivery time and condition of products delivered. When Fedex or USPS delivers a package to a customer and enters it into their system as delivered - we consider this delivery completed in the case of any disputes and cannot be responsible for the safety of packages after the carrier leaves them. Once FedEx - or any delivery service we use - delivers your package or packages to your home or office and notifies us that they have done so - our responsibility for delivery is complete and we bear no further financial responsibility for the delivery of your products whatsoever. If you require special attention - signature required or having packages delivered to the local FedEx office to be picked up at your convenience - or have any questions regarding our shipping policies - please contact us BEFORE you order. If you need a package delivered signature required for any reason - it is the customers responsibility to notify us in written form before product is shipped. Fedex requires that we send any boxes with more than 2 lights signature required - this requires the signature of an adult - this does not necessarily have to be the customer - any adult can sign. We send out tracking numbers and your invoice the next business day after shipping to the Paypal email customer used to purchase product. Note all shipments will go to the address on the customers Paypal account - unless we receive an email - BEFORE ITEMS SHIP - with another address to ship to. ALL FREE SHIPPING IS LIMITED TO THE CONTINENTAL US.
Shipping Claims:
In the rare instance Fedex or USPS should damage a package on its way to the customer - then Reef Radiance will file a claim on customers behalf for repair or replacement. Customer must submit a Service Request Form to us within 3 days of receipt of damaged goods -this must include pictures of the box showing the damage and pictures of the damage on the product received. Customer MUST save damaged box for possible inspection by FedEx OR USPS. We will - as a courtesy to customer - process the paperwork to the extent we can. When we receive funds from Fedex or USPS we will repair or replace customers product in a timely manner. All descriptions are based upon the most current information provided to us from our manufacturers and distributors. Net wattage value of LEDs may be lower - or higher than advertised. Pictures may not be representative of the product listed. All freight prices are only to the lower 48 states of the United States.
REEF RADIANCE DEALERS:
Reef Radiance uses Dealers to sell our products - both dealers with retail stores and dealers who sell online. These dealers are independent agents - and Reef Radiance does not bear any financial responsibility for their actions in any regard. We do our best to only deal with reputable dealers but if you have any concerns about dealing with anyone calling themselves an agent of Reef Radiance - then we strongly suggest you do due diligence before you buy - like you would any other business. We do not guarantee delivery of any products or services purchased from anyone other than ourselves. Of course if you purchase any Reef Radiance product - and received a warranty with your purchase - we will honor your warranty as listed above.
Reef Radiance will accept for return any LED purchased from us within 14 days of delivery. LEDs must be returned as received, new and in unopened box. Under no condition will Reef Radiance accept lights that have been opened - or after 14 days of delivery. Customer shall pay for freight to return item. Reef Radiance to be sole determiner in condition of any returns. A 15 percent restocking fee shall be accessed for any products returned. Any freight paid by customer - or by us - can not be refunded. If all above conditions are met, Customer shall receive any refunds due within 14 days of return of product. We do not give refunds on Controller accessories - modules or probes or other accessories. We do not allow refunds on Closeout items. We do not accept any returns that have not been approved and have an RMA issued by our Service Department on the outside of the box. If uncertain or unsure on any purchase with respect to our return policy contact us before making a purchase as this policy is strictly enforced. Under no circumstances do we give refunds for any custom lights created - or custom programmed - at customers behest - as these lights cannot be sold as new to another customer. Reef Radiance will provide a refund for customers who have purchased a product and it has not been shipped - unless it is a custom product or custom programmed - that has been ordered specifically upon customers request. Refunds for products ordered but not shipped will be refunded in full no more than 7 - 10 business days from day that customer submits a request for refund in written form. To initiate a return or refund - send an email to info@reefradiance.com and provide us your name and address and the exact date of purchase and the specific products you ordered as well as your contact email and your phone number. When we receive an email with all this information - we will process your refund request. If we agree to your refund we will email you an RMA - Return Material Authorization - which must be attached to the outside of any boxes received from you. Any boxes received without an RMA will be refused. Price Protection. For any item we sell that is purchased from our website and we advertise the same item - in the same condition - within 7 days of purchase - we will offer a credit to customer for the difference toward any future purchase from our website - sale items excluded. If you chose to take advantage of our 30 day money-back guarantee on Par 30 and Par 38 led lights - customer is responsible for return freight to us and light must be returned in undamaged condition. If light is received as described here - we will issue a full refund of the purchase price within 7-10 days of receiving light from customer. This policy is limited to one light per customer.
Warranty:
Reef Radiance warranties that any new Reef Radiance STARFIRE OR STARFIRE GENESIS LEDs purchased from us shall work for one year from date of receipt and any other new LED lights purchased from us ( used lights have a 6 month warranty ) shall work for one year from date of receipt by customer. Date of receipt is always the start of the warranty period - whether put into use or not. If any product shall prove to be defective, then customer shall go to http://www.reefradiance.com/service-request-order.html and fill out a SERVICE REQUEST FORM. The date we receive the Service Request Order is considered the date submitted for warranty purposes. If we determine that there is a warranty issue, we will issue a RMA (return material authorization) by email. Upon receipt of an email containing the RMA number, customer shall send product to us, freight prepaid, to our address in Dublin, California. If, upon receipt of product, we determine that the problem is not covered under warranty, such as abuse, water or salt damage, excess voltage, excess heat - especially if over-driven by an external controller, or any use of product other than its intended use, we will either ship product back to customer at customers expense, or repair it at customers cost, if customer chooses to have it repaired. PLEASE NOTE - we no longer service other company's lights. If the problem is covered under warranty, then we will either repair it or send a replacement at our sole discretion. Repairs generally take 7-14 business days and repaired or replaced lights are sent out within 14 business days. Customer is responsible for shipping charges to return their products to them - this amount not to exceed $19.95 per product. We understand that it is very difficult not having lighting for your aquarium, and we will do everything possible to repair or replace any LED sent to us as soon as we can. Any opening or modification whatsoever of any product automatically voids the warranty. We reserve the right to exchange parts for similar but not identical parts when repairing led lighting - including - but not limited to - power supplies and LED arrays. From time to time - we may chose to allow customers to repair their LED lights themselves. This is allowed only if customer receives written permission from us and acknowledges that our liability is limited to replacement of any parts that we may have sent to customer to replace. We are not responsible for any damage to any light that customer works on or have no other liability of any kind - except for the specific replacement of any parts shipped to customer.
Late Shipments:
Generally, we are able to meet the shipping schedules we put on our website, however - due to events beyond our control - occasionally shipments from our factories to us will fall behind. This is just one of the realities of international export and import. When this happens - we will email our customers and keep them informed about their specific products - with all information we have at the time. When this happens - we send the email to your Paypal email we have on file as this is the way we track our customers. In addition - when we send an email update to our customers about any late shipments - we DO NOT answer Product Order Status Form submittals or voice-mails or emails - as the information has - or is about to be - sent to our customers and our update emails provide all the same information as the Product Order Status Form.
Shipping:
Reef Radiance uses FedEx and USPS for most of our deliveries in the United States. We do not ship internationally. We have found them to be the most reliable carrier option available with respect to delivery time and condition of products delivered. When Fedex or USPS delivers a package to a customer and enters it into their system as delivered - we consider this delivery completed in the case of any disputes and cannot be responsible for the safety of packages after the carrier leaves them. Once FedEx - or any delivery service we use - delivers your package or packages to your home or office and notifies us that they have done so - our responsibility for delivery is complete and we bear no further financial responsibility for the delivery of your products whatsoever. If you require special attention - signature required or having packages delivered to the local FedEx office to be picked up at your convenience - or have any questions regarding our shipping policies - please contact us BEFORE you order. If you need a package delivered signature required for any reason - it is the customers responsibility to notify us in written form before product is shipped. Fedex requires that we send any boxes with more than 2 lights signature required - this requires the signature of an adult - this does not necessarily have to be the customer - any adult can sign. We send out tracking numbers and your invoice the next business day after shipping to the Paypal email customer used to purchase product. Note all shipments will go to the address on the customers Paypal account - unless we receive an email - BEFORE ITEMS SHIP - with another address to ship to. ALL FREE SHIPPING IS LIMITED TO THE CONTINENTAL US.
Shipping Claims:
In the rare instance Fedex or USPS should damage a package on its way to the customer - then Reef Radiance will file a claim on customers behalf for repair or replacement. Customer must submit a Service Request Form to us within 3 days of receipt of damaged goods -this must include pictures of the box showing the damage and pictures of the damage on the product received. Customer MUST save damaged box for possible inspection by FedEx OR USPS. We will - as a courtesy to customer - process the paperwork to the extent we can. When we receive funds from Fedex or USPS we will repair or replace customers product in a timely manner. All descriptions are based upon the most current information provided to us from our manufacturers and distributors. Net wattage value of LEDs may be lower - or higher than advertised. Pictures may not be representative of the product listed. All freight prices are only to the lower 48 states of the United States.
REEF RADIANCE DEALERS:
Reef Radiance uses Dealers to sell our products - both dealers with retail stores and dealers who sell online. These dealers are independent agents - and Reef Radiance does not bear any financial responsibility for their actions in any regard. We do our best to only deal with reputable dealers but if you have any concerns about dealing with anyone calling themselves an agent of Reef Radiance - then we strongly suggest you do due diligence before you buy - like you would any other business. We do not guarantee delivery of any products or services purchased from anyone other than ourselves. Of course if you purchase any Reef Radiance product - and received a warranty with your purchase - we will honor your warranty as listed above.