Warranty Service Procedures
3 Year manufacturing defect Warranty Conditions and Fees
The warranty/service does not apply to damage caused by, but not limited to, improper care and/or failure to implement necessary and reasonable maintenance to the lights, which includes but is not limited to damage and/or drop in performance caused by a visible and excessive buildup of dirt or dust on the internal components, damage caused by overheating, damage caused by opening housings, disassembly of the product, intentionally or unintentionally causing damage or malfunction by altering any components in any way, exposure to water, exposure to moisture, exposure to corrosive or caustic chemicals including but not limited to fumes caused by burning sulfur, damage from dropping, any damage to any component beyond our ability to reasonably repair or replace, or normal wear and tear including but not limited to 5% or less of the product’s LEDs not lighting, damaged caused by improperly packaging and shipping the lights back to the manufacturer, etc.
All service requests must be accompanied by a video(s) and/or picture(s) of the issue. Depending on the type of issue, MATRISTAR have the option to request for more information.
Contact us before returning any and all items. Items sent back without return merchandise authorization (RMA) number may not be refundable / replaced / repaired.
30 Day Return Policy
If the original owner is unsatisfied with our products, then the owner can return the products within 30 days from the original purchase date. Returns must be unused in the original packaging, include all accessories, and in "as new" condition, free of wear. Lights that have been damaged, had the housings opened, had any components altered in any way, missing any original stickers, or broken are not qualified for returns. All returns are charged a 15% restocking fee. Returns are limited to one (1) unit per customer. Customer is solely responsible for insuring the products for return shipping, return shipping charges, and filing any necessary claims for damaged or lost units; shipping charges are non-refundable. If a light is returned under the 30-day return policy, the cost of the shipping to the customer will be deducted from the refund in addition to any restocking fees. Please make sure to ship your return packages with tracking and insurance as we are not responsible for items lost or damaged in transit.
No returns allowed on custom products or custom orders.
For returned items, restocking fees and shipping fees will be charged if items were shipped out to the customer, even if the customer did not claim the goods.
MATRISTAR choice different shipping company to delivery orders from whole world customer. Expedited shipping is usually available for an extra cost. Contact us before your purchase if you prefer an expedited shipping method. After the order is processed, allow 2 to 7 business days for the product(s) to reach you if shipped to a U.S. address.
Please contact us to receive a shipping quote for lights shipped outside of the USA. Orders from outside the USA may be subjected to shipping fees for all orders and additional tax, duties, VAT, and/or local charges from the customer’s respective country, these charges are the responsibility of the customer.
Shipping damage / defective products, please ensure you reject the item(s) and/or let the courier know that the product is damaged at delivery, otherwise a full refund may not be possible. it must be emailed MATRISTAR within 7 days of receipt of shipment (not including weekends and holidays).
MATRISTAR is not responsible for products lost during or at delivery or damaged in transit.
International Shipments: If MATRISTAR ship your light to your country and you fail to communicate with the shipping company to arrange receipt of your package, the shipping company will destroy your package and you will not be refunded from MATRISTAR. Nor will MATRISTAR take the item back or reimburse you for the cost of the item or shipping.
Cancellations are only offered in the event that your item has not yet shipped. otherwise, a 15% restocking fee may apply if the order was already processed. Shipping fees charged to MATRISTAR may not be refundable to the customer.
Refurbished LED Grow Lights
30 days manufacturing defect replacement, 90 days repair service, come and return both way shipping fee paid by customer, NO Return, NO Refund.
Non-LED Grow Lights
All sales are final on products sold by Matristar other than LED grow lights.