Refund Policy

If you wish to return one or more of our products, ELIOS Lamps can arrange for our carrier to pick up the item(s). Since we offer free shipping, the return shipping cost will be deducted from your refund except for non-functioning devices. To avoid damage during transit, we strongly recommend returning items in their original packaging. Please retain the tracking information as proof of delivery, as ELIOS Lamps is not responsible for lost or damaged return shipments.

Important Health and Safety Information

Medical Disclaimer

  • Consult Healthcare Providers: End users should consult with healthcare providers before using light therapy products
  • Results Disclaimer: Individual results may vary. Cosmetic and therapeutic outcomes are not guaranteed
  • Professional and Personal Use: Products are suitable for both professional healthcare facilities and personal use

Return Requirements

Eligibility Criteria

  • Time Frame: Returns must be initiated within 60 days of receipt
  • Refund Amount: Eligible returns receive 100% refund of the product cost
  • Shipping: Expedited shipping costs, if applicable, are non-refundable
  • Return Window: Returns must be postmarked within 60 days of receipt. Returns shipped after this period will not be accepted
  • Product Condition: Items must be unused and in original, unopened condition

Hygiene and Safety Policy

Face Masks and Oral Care Devices: For health and hygiene reasons, Antea 2.0 (LED face masks) and Prometeo 3.0 (oral care devices) cannot be returned unless:

  • The product is defective upon arrival
  • The product arrives damaged
  • There is a manufacturing defect covered under warranty

These items must remain unopened and unused to be eligible for return.

How to Initiate a Return

Before Returning Your Item

  1. Contact us first at info@elioslamps.com with your order number and reason for return
  2. Wait for confirmation and return instructions before shipping your item
  3. Unauthorized returns may be refused or subject to additional fees

Return Process

Once authorized, follow the return instructions provided. We can arrange carrier pickup for your convenience.

Package Requirements

  • Original Packaging: Items must be returned in original packaging to avoid damage
  • Original Accessories: Ensure that all original accessories are included with your return
  • Condition: Items must be in sellable condition and unused

Custom Orders and Final Sale Items

  • Custom orders or personalized products are final sale and cannot be returned
  • Clearance or final sale items are clearly marked and not eligible for return

Important Return Policies

Damaged Returns

Items returned in a damaged or unsellable condition will be refused and returned to the sender.

Reporting Delivery Damage

If your item arrives damaged, you must report the issue within 10 days of delivery. ELIOS Lamps cannot process damage claims made after this period.

Return Shipping Responsibility

ELIOS Lamps is not responsible for lost or damaged return shipments. Please retain tracking information as proof of delivery.

Refund Process

Processing Steps

  1. Once your return is received and inspected, we will notify you via email
  2. If approved, your refund will be processed, and a credit will be applied to your original payment method
  3. Processing Time: Refunds typically process within 5-10 business days after approval

Order Cancellation

Orders can be cancelled at no charge if the cancellation request is received before the item ships. Once shipped, standard return policies apply.

If Your Refund Is Delayed

If your refund hasn't been received yet, please follow these steps:

  1. Contact your credit card company - Refunds may take time to officially post
  2. Contact your bank - Processing delays can occur
  3. Contact us - If you have completed the above steps and still haven't received your refund, email us at info@elioslamps.com

Exchanges

We replace defective or damaged items at no additional cost. A prepaid return label will be provided, and a replacement will be shipped upon receiving the returned item.

To request an exchange: Email us at info@elioslamps.com

Warranty Policy

Coverage Overview

ELIOS Lamps offers a 2-year warranty on all Red Light Therapy and UV products, excluding the Prometeo model. This warranty applies exclusively to the original purchaser and products purchased directly from www.elioslamps.com.

What's Covered

The warranty covers defects in materials or workmanship under normal use during the warranty period. ELIOS Lamps will replace defective products at no charge, ensuring they function as intended.

Shipping Costs for Warranty Claims

  • First 60 days: ELIOS Lamps covers all shipping costs related to warranty claims
  • After 60 days: The buyer is responsible for shipping costs. Retain tracking information as proof of delivery

Warranty Exclusions

The warranty does not cover:

  • Damage caused by negligence, improper maintenance, or modifications
  • Theft or loss of the product

How to Claim Warranty Service

  1. Contact us at info@elioslamps.com to explain the issue
  2. Assessment: Our team will assess the problem and provide the most appropriate solution

Contact Information

For all returns, exchanges, refunds, and warranty claims, contact us at:

Email: info@elioslamps.com