In order to ensure your understanding of our 7-Days Return and Refund Policy, please read it carefully before or after placing an order with us, or before considering a return. Once an order is placed with highlineled.com, it is understood that you’ve read and agree to this policy.

Here at highlineled.com, we’re fully committed to providing around-the-clock customer satisfaction through our online and call-in customer service and efficient return process! Calls and emails regarding returns are processed either the same day, or within 2 working days. We work diligently to make sure your complaints and questions are quickly answered in the most helpful and timely manner. However, in the case of return, we have some general guidelines and information as follow;

General Information:

• Orders can be cancelled up until they are shipped. Once it’s shipped, the Shipping Fee is non-refundable. Other orders which are being returned due to customer error/dislike/over-purchasing/any factors aside from damage and defects also have a non-refundable Shipping Fee.
• All returns must include an RMA form.
• All Returns for Refund which are not damaged or defective must be in original, re-sellable boxes with all original hardware, wires, packaging or other accessories included that were originally received. That also means there should not be excessive tape, stickers, packing labels, hand written notes on packaging etc. on the box of the product itself.
• Refunds typically take 5-7 business days to process, depending on the financial institution, and will be applied to the original payment method used.
• Customer is responsible for any extra shipping costs incurred due to incorrect address or missing address information, or us exchanging an order due to ordering error.

7-Days General Return Policy:

Returns can be requested via support@highlineled.com within 7 days from the date of purchase. We can provide a refund or store credit of product. An RMA form will be provided to include with your return package(s). The customer is responsible for return shipping for most returns but for defective, damaged, or incorrectly shipped orders, we will of course provide the Return label(s). We also provide a label for any returns created due to inaccurate website info or shipping errors on our end. As per the General Information, a 30% restock fee will be applied to the product/products total value for orders with the terms of returning an item for a refund. The Restocking fee will also be charged to orders with refused shipment. Finally, we understand project delays and unforeseen situations do happen, and we want to help you (and your customers!) Extenuating circumstances might be considered.

Returns can be sent to:

2107 W Florida Ave

Midland, TX 79701

(Also noted on RMA Form)

How Packages Should Be Returned:

Packages being returned should not be covered in tape or other packing materials to the point where the box is damaged, the barcodes or spec labels are obstructed, or to where removing the tape causes the box to become unusable. This is especially true with any packages being strapped together. Care needs to be taken to ensure strapped packages aren’t overly difficult to take apart without damaging boxes, labels, or barcodes. The RMA Form should be included near the top, inside of the package, or added into an envelope which could be taped outside of the package. Products should be in original plastic coverings (if originally provided,) and include any other accessories, parts, or materials that were originally provided.

(Refund or Replacement or Credit)

We provide warranty for reasons, including but not limited to: driver issues, unexpected dimming, manufacturing defect, flickering/flashing, damage during transit, or if the light simply won’t turn on. Please note that if we have discontinued a model, we will offer the next best comparable one as replacement. And for the remaining warranty period, please check the specific products page.

Mandatory documents must be attached while sending emails for the claim (support@highlineled.com). 

• The order or name on the order.
• Picture and videos showing the defect with the other ones working.
• Model Number of the product.
• An explanation of what kind of defect it is.

 The claim will not be entertained if any required document missing. **

Miscellaneous Mentions:

Custom orders will be excluded from returns and receiving credit.

30% restocking fee will be applicable on all returns.

We do not cover costs incurred before, during, or after the return process for renting lifts, bucket trucks, buying another brands’ replacement lights, labor, or anything else associated with the installation or removal of our LED lights.

With hundreds of exciting and engaging reviews regarding our customer service and with leading the market in Quality vs Price value, we stand behind all of our products and will ensure that you are left with a lighting solution or resolution that you’re more than happy with! Our responsibility is to keep your space safe, secure, visible.

For any questions, info, and all other support, please contact us at:

support@highlineled.com or (432) 247.8000 (HIGHLINE LED)