Refund and Returns Policy

**Effective Date**: June 28th 2019

Hero Industries LLC (“we,” “us,” or “our”) is committed to ensuring customer satisfaction with our commercial LED lighting products. This policy outlines our terms for returns, refunds, and exchanges.

 **1. Return Eligibility**

Products may be returned under the following conditions:
– The product is unused, in its original condition, and in the original packaging.
– A return request is submitted within **30 days** of receiving the product.
– The product was not marked as a “final sale” or “non-returnable.”

**2. Non-Returnable Items**

We cannot accept returns for:
– Custom-made or special-order items.
– Clearance or final sale items.
– Products that have been installed, used, or modified.
– Damaged items caused by improper use or installation.

**3. Return Process**

1. **Initiate a Return**:
– Email **support@heroindustries.com** or call us at **(888) 385-1896** to request a Return Merchandise Authorization (RMA) number.
– Provide your order number, product details, and reason for the return.

2. **Package the Product**:
– Safely pack the item in its original packaging to prevent damage during shipping. Include the original invoice or packing slip and the RMA number inside the package.

3. **Ship the Return**:
– You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, defective product).
– Ship to the Address in which product was sent from unless we provide an alternative shipping address.

**4. Refunds**

– Refunds will be processed to the original payment method within **7–10 business days** after we receive and inspect the returned item.
– Shipping fees are non-refundable unless the return is due to our error.
– A **15% restocking fee** may apply to non-defective items.

**5. Damaged or Defective Products**

– Inspect your order upon delivery. If you receive a damaged or defective product, contact us immediately at **support@heroleds.com** or call **(888) 385-1896**.
– Provide photos of the damage or defect along with your order details.
– We will replace the item or issue a full refund, including shipping costs.

**6. Exchanges**

– We allow exchanges for eligible products. Follow the return process above and specify the product you wish to exchange for.
– Additional shipping fees may apply for exchanged items.

**7. Cancellations**

– Orders can be canceled within **24 hours** of purchase by contacting us at **(888) 385-1896** or **customerservice@heroleds.com**.
– Once the order has shipped, cancellations are not possible, but you can follow the return process.

**8. Contact Us**

For any questions or concerns about our Refund and Returns Policy, please contact us:
– **Phone**: (888) 385-1896
– **Email**: support@heroleds.com
– **Address**:
Hero Industries LLC
6605 Longshore Street Suite 240-320
Dublin, OH 43017

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