returns + exchanges

1

Request a return within thirty business days of receiving your shipment. Further instructions along with a Return Merchandise Authorization (RMA) number will be send to your email address.

2

Return the item(s) within 10 days of the RMA number being issued. Customer is responsible for return expenses. After 10 days the number will expire and no replacements or refunds will be given.

3

Once we receive your return and verify the original contents and packaging are free of damage or modification, the refund will be issued within 5-10 business days.

Upon receipt of product, the Buyer has thirty business days to notify GLLS if the order received is not satisfactory, including wrong product, order not filled completely or missing parts. If the buyer is returning a complete un-cut product for any reason other than incorrect product delivered, a 10% re-stocking fee will apply. A GLLS cut product is subject to a 25% re-stocking fee. Custom products & orders are not eligible for returns or exchanges.

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Warranty PROCESS & requestS
Vivid Wave Mini

OUR RETURN POLICY

Buyer acknowledges that upon receipt of product Buyer has (30) thirty business days to notify GLLS if the order received is not satisfactory. This includes receipt of wrong product, order not filled completely, missing parts, etc. Thirty days after receipt, GLLS assumes Buyer’s order has been processed and fulfilled properly. During the thirty-day period if Buyer wishes to return any unused product for return or exchange for any reason other than incorrect product received, a re-stocking fee may apply as outlined in section 2. Only product in new condition, or custom cut product that was cut by GLLS, is eligible for return.

Re-stocking fees

Returned product that is in the same condition as received and was not cut by GLLS (ie. complete product roll) is subject to a 10% re-stocking fee. Product that was custom cut by GLLS and returned is subject toa 25% re-stocking fee. Product that has been cut or altered by Buyer, or shows signs of visible use, is not eligible for return.

Custom Products + orders

Custom made products, which are defined as those products that have been produced specifically to buyers’ specifications, are not eligible for return or exchange. Custom products that contain defects will be replaced or repaired consistent with the warranty terms but are not eligible for refund. Custom orders are those orders which are put into production specifically at Buyer’s request. Custom orders always require lead times. Buyer acknowledges that any payments or deposits placed on custom made products and custom orders are non-refundable once production has begun.

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Damaged in transit

At GLLS, we also understand that a product may be damaged during the transit process. Rest assured that we will do everything we can to bring the issue to a satisfying and timely conclusion.

For us to offer this level of service, however, we will need a little help from you, the customer. in the form of a detailed product inspection immediately upon delivery. For damaged packages arriving via UPS, FedEx, USPS, or DHL, please contact our customer service department within 24 hours of receiving the package at 888-580-6366. Then allow GLLS 3-7 business days to file a claim on your behalf and work quickly to resolve the matter. For large damaged products arriving via pallet or private trucking, detailed inspection of delivery is the responsibility of the customer.

Customers who sign for a delivery and do not notate "damage", assume responsibility if the merchandise is damaged. If the products appear significantly damaged, you must refuse delivery. Please also notify our customer service department of refusal so we can track and anticipate the return. This helps us expedite the replacement process.

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Vivid Wave Mini
Vivid Wave Mini

WArranty PROCESS

At GLLS, we understand that on occasion, there may be a product defect resulting in product failure. To determine whether the item in question is covered under a manufacturer warranty, please refer to the product specification sheet. GLLS facilitates the warranty process after you have gone through our troubleshooting process with our GLLS Techs.

Labor charges from the uninstallation of defective lights will not be compensated. It is the responsibility of the customer to power the fixture(s) for proper functionality prior to installation.

TROUBLESHOOT NOW

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