Returns & refunds

Not sure a kit fits? Send us your ceiling size before you order and we’ll confirm the layout.

Summary

• Cancel free at any time before your order is dispatched; see clause 6 of our terms of sale.
• Faulty, damaged or missing parts are repaired, replaced or refunded at our cost, and we pay the shipping both ways.
• 30 days from delivery to return any complete, uninstalled kit for a full refund, whether or not you have opened the carton.
• Free return shipping: we send you a prepaid return label, and the kit goes back to our returns warehouse in Canada.
• Refunds go back to the original payment method within 10 business days of the goods reaching us.
• 5-year limited warranty on fixtures and drivers, separate from this returns window.

How to start a return

Within 30 days of delivery, email info@hexaluma.com with your order number and what you want to return. We reply with a return authorization and a prepaid return label addressed to our returns warehouse in Canada. Please wait for the authorization before you ship anything. It links the parcel to your order; a return sent without one may be delayed while we identify it. Once the kit arrives back, we refund the original payment method within 10 business days.

Return shipping

Return shipping is free. We email you a prepaid return label with your return authorization; pack the kit in its carton, attach the label and hand it to the carrier. Returns go to our returns warehouse in Canada; the address is on the label.

Condition

For a change-of-mind return, the kit must be complete and uninstalled. You may open the carton and check the parts against the parts list; that does not affect your return. A kit that has been installed cannot be returned for a change of mind; a fault it develops is covered by the warranty.

If you live in the United Kingdom or the European Union, you also have a legal right to cancel your order within 14 days of delivery, even if you have opened the carton to examine the kit. We may reduce the refund to reflect any loss in value caused by handling beyond what was necessary to examine it.

Faulty or damaged goods

If a fixture arrives damaged or fails, tell us and we will repair, replace or refund it, at our option, and cover the shipping both ways. If a part is missing, we send it at our cost. This is in addition to your rights under the consumer-protection law where you live, which nothing in this policy limits. Please report transit damage within 48 hours of delivery, with photographs of the carton and its contents; prompt reporting lets us claim against the carrier. Reporting later does not affect your statutory rights.

What is not returnable

• Kits configured to a custom layout for your order.
• Kits that have been installed, or that come back incomplete, unless a part is faulty (see Faulty or damaged goods).
• Kits damaged by incorrect installation, an unsuitable supply voltage or modification.

Refunds

We refund the price of the goods and the tax paid on them, to the original payment method and in the currency you paid in. Your card issuer typically shows the credit within 5–10 business days after we issue it.