Refund policy

Return Window & Eligibility

Standard Return Policy

Time Frame: Returns must be initiated within 60 days of receipt

Refund Amount: Eligible returns receive 100% refund of the product cost

Return Deadline: Returns must be postmarked within 60 days of receipt. Returns shipped after this period will not be accepted

Product Condition Requirements:

  • Items must be unused and in original condition
  • Original packaging must be intact
  • All original accessories must be included
  • Items must be in sellable condition

Non-Refundable Costs:

  • Expedited shipping costs (if applicable)
  • Return shipping fees: $15 (waived for defective items)
  • Payment processing fees (see Non-Recoverable Transaction Costs section)

Non-Returnable Items

The following items CANNOT be returned:

Face Masks (Antea 2.0)

Oral Care Devices (Prometeo 3.0)

Mercurio

Exceptions - These items CAN be returned if:

  • The product is defective upon arrival
  • The product arrives damaged during shipping
  • There is a manufacturing defect covered under warranty
  • The issue is reported within 10 days of delivery
  • The product is returned in original packaging with all accessories

Additional Non-Returnable Items:

  • Custom orders or personalized products (final sale)
  • Clearance or final sale items (clearly marked at time of purchase)
  • Products that have been open (unless defective)

How to Initiate a Return

Step 1: Contact Us First (Required)

Before returning your item:

  1. Email us at info@elioslamps.com with:
    • Your order number
    • Reason for return
    • Photos (if claiming damage or defect)
  2. Wait for confirmation and return authorization before shipping
  3. We will provide detailed return instructions and, if requested, arrange carrier pickup

⚠️ Important: Unauthorized returns may be refused or subject to additional fees

Step 2: Package Your Return

Packaging Requirements:

  • Use original packaging only
  • Include all original accessories and documentation
  • Ensure items are in unused, sellable condition
  • Keep tracking information as proof of delivery

Damaged Returns: Items returned in damaged or unsellable condition will be refused and returned to the sender at the sender's expense.

Step 3: Ship Your Return

  • Follow the return instructions provided in your authorization email
  • We can arrange carrier pickup for your convenience
  • Retain tracking information - ELIOS Lamps is not responsible for lost or damaged return shipments

Return Shipping

Since we offer free shipping on orders, return shipping costs apply as follows:

Return Shipping Fee: $15 (deducted from refund)

Free Return Shipping for:

  • Defective products
  • Damaged items received
  • Manufacturing defects
  • Wrong items shipped

International Returns:

  • Customers outside the US are responsible for all return shipping costs
  • Customs fees and duties are non-refundable
  • Refunds are issued in USD and may be subject to currency conversion by your financial institution

Our Carrier Pickup Service: If you prefer, we can arrange for our carrier to pick up your return. Please request this option when contacting us for return authorization.

Refund Process

Processing Timeline

📦 Day 0: Product delivered to you
📧 Day 1-10: Report any damage or defects
📅 Day 1-60: Return window (must be postmarked by day 60)
🔍 Inspection: 2-3 business days after we receive your return
💳 Refund Processing: 5-10 business days after approval
⏱️ Total Time: Approximately 2-3 weeks from return shipment to refund

How Refunds Work

  1. Receipt & Inspection: Once your return is received, we will inspect it and notify you via email
  2. Approval: 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
  4. Deductions: The following may be deducted from your refund where applicable:
    • Return shipping fee ($15, unless defective)
    • Non-recoverable transaction costs (see below)
    • Restocking fees (if applicable for opened items)

Non-Recoverable Transaction Costs

Certain costs associated with processing your order are non-refundable, including:

  • Payment processing fees charged by third-party payment processors (typically 2.9% + $0.30)
  • Transaction fees imposed by financial institutions
  • Currency conversion fees (where applicable)
  • International wire transfer fees

When a refund is issued, these non-recoverable costs may be deducted from your refund amount where permitted by applicable law. The final refund amount will reflect only the recoverable portion of your payment.

If Your Refund Is Delayed

If you haven't received your refund within the expected timeframe:

  1. Check with your credit card company - Refunds may take additional time to officially post
  2. Check with your bank - Processing delays can occur at the banking level
  3. Contact us - If you've completed the above steps and still haven't received your refund after 15 business days, email us at info@elioslamps.com

Store Credit Option

Upon request, we can issue store credit instead of a refund to your original payment method. Store credit:

  • Never expires
  • Can be used for any future purchase
  • Is issued for the full product amount (no deductions)

Exchanges

We replace defective or damaged items at no additional cost.

Exchange Process:

  1. Email us at info@elioslamps.com with:
    • Your order number
    • Description of the defect or damage
    • Photos (if applicable)
  2. We will provide a prepaid return label
  3. A replacement will be shipped upon receiving the returned item

Model Exchanges:

If you wish to exchange your product for a different model:

  • Contact us to discuss available options
  • Price differences may apply (refund or additional payment)
  • Original return policies apply

Partial Orders:

If you ordered multiple items, you may return individual items. The refund will be calculated proportionally, and shipping costs will be allocated accordingly.

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:

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 return shipping costs. Retain tracking information as proof of delivery. We will cover shipping for the replacement unit.

Warranty Exclusions

The warranty does NOT cover:

  • Damage caused by misuse, negligence, or accidents
  • Improper maintenance or unauthorized modifications
  • Normal wear and tear
  • Cosmetic damage that doesn't affect functionality
  • Theft or loss of the product
  • Damage from unauthorized repair attempts
  • Products purchased from unauthorized retailers

How to Claim Warranty Service

  1. Contact us at info@elioslamps.com with:
    • Your order number and purchase date
    • Detailed explanation of the issue
    • Photos or videos demonstrating the problem (if applicable)
  2. Assessment: Our team will assess the problem and provide the most appropriate solution
  3. Resolution: We will either provide troubleshooting assistance, replacement parts, or a full replacement unit

Fraud & Refund Abuse Protection

ELIOS Lamp LLC reserves the right to refuse, limit, delay, or partially grant refunds when we reasonably suspect fraudulent activity, refund abuse, chargeback abuse, or other bad-faith conduct.

Examples of Abuse

  • Repeated high-value purchases followed by refund requests
  • Patterns of behavior suggesting abuse of our return policy
  • Filing disputed chargebacks without prior contact with customer service
  • Providing false or misleading information during the purchase or refund process
  • Returning used items as unused
  • Returning different items than originally purchased
  • Serial returns across multiple accounts
  • Keeping products while claiming non-delivery

Our Response to Suspected Abuse

In cases where abuse is suspected, we may take one or more of the following actions:

  • Request additional verification or documentation
  • Require photo or video evidence
  • Refuse or cancel orders (current and future)
  • Issue partial refunds or store credit in lieu of full refunds
  • Suspend or terminate account access
  • Refuse future service
  • Report fraudulent activity to relevant authorities
  • Pursue legal action for fraud or theft

All decisions are made at our sole discretion and in accordance with applicable law. We are committed to treating legitimate customers fairly while protecting our business and honest customers from abusive practices.

Cancellation, Refunds, and Cost Deduction in Cases of Suspected Fraud

In cases of suspected fraudulent or abusive activity, ELIOS Lamp LLC reserves the right to cancel an order and issue a refund at its sole discretion.
Any refund issued under these circumstances will be reduced by, and expressly subject to deduction of, non-recoverable costs incurred by ELIOS Lamp LLC, including but not limited to:

  • Credit card and payment processing fees
  • Administrative costs related to order processing, fraud review, and account investigation
  • System and operational costs associated with inventory allocation, reservation, and fulfillment preparation

These amounts will be deducted directly from the refund total and will not be refunded under any circumstances.

All decisions are made at our sole discretion and in accordance with applicable law. We remain committed to treating legitimate customers fairly while protecting our business and customers from fraudulent or abusive practices.

Chargeback Policy

Before initiating a chargeback, we require customers to contact us directly at info@elioslamps.com to resolve any issues. We are committed to finding a fair solution.

Chargebacks filed without prior contact may be considered refund abuse and may result in:

  • Account suspension
  • Refusal of future orders
  • Legal action to recover costs

If you've already contacted us and are unsatisfied with the resolution, please escalate within our customer service team before pursuing a chargeback.

Reporting Delivery Damage

If your item arrives damaged, you must:

  1. Report within 10 days of delivery by emailing info@elioslamps.com
  2. Include photos showing:
    • Damaged packaging
    • Damaged product
    • All sides of the shipping box

⚠️ Important: ELIOS Lamps cannot process damage claims made after the 10-day window. This allows us to file claims with our shipping carriers promptly.

Order Cancellation

Before Shipment

Orders can be cancelled at no charge if the cancellation request is received before the item ships.

To cancel: Email info@elioslamps.com with your order number as soon as possible.

After Shipment

Once shipped, you may refuse delivery or follow our standard return policies. Return shipping fees will apply unless the product is defective.

Dispute Resolution

Internal Resolution

We encourage customers to work with us directly to resolve any issues. Our customer service team is committed to finding fair solutions.

Governing Law

This Refund Policy is governed by the laws of the United States and the state in which ELIOS Lamps LLC is registered. Any disputes shall be resolved in accordance with applicable law.

Policy Updates

We reserve the right to update this policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services constitutes acceptance of any changes. Material changes will be communicated via email to registered customers.

Frequently Asked Questions

Q: Can I return an item after 60 days?
A: Unfortunately, no. All returns must be postmarked within 60 days of receipt. After this period, warranty coverage applies for defective items.

Q: Do I need to include the original box?
A: Yes, items must be returned in their original packaging to prevent damage during transit.

Q: What if I lost my order number?
A: Check your email confirmation or contact us at info@elioslamps.com with your name and email address used at purchase.

Q: How do I track my return?
 A: Use the tracking number provided by the carrier. Keep this information until your refund is processed.

Q: What if my product stops working after 60 days?
A: Your product is covered by our 2-year warranty (excluding Prometeo). Contact us to file a warranty claim.

Q: Are taxes refundable?
A: Yes, any sales tax paid will be refunded along with the product cost.

Q: Can I return a gift?
A: Yes, but the refund will be issued to the original payment method. We recommend the gift giver initiate the return, or we can issue store credit to you.

Contact Information

For all returns, exchanges, refunds, and warranty claims:

Email: info@elioslamps.com

Response Time: We respond to all inquiries within 24-48 business hours

Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST