Returns and exchange details
Yes. We accept returns on any non-customized items. To return or exchange any product, contact us for a return authorization number.
Customers are responsible for return shipping. Returns and exchanges must follow the following criteria:
Product must be unopened and returned in condition suitable for resell.
Product that has been used for display purposes is not considered a defective item.
Product that has been sold and gets broken after the sale is not considered defective.
We will not accept returns or exchanges 1 month after receipt of your order.
Extreme Glow does not sell merchandise on approval.
Initial shipping costs will be deducted from your return amount.
Customer is responsible for return shipping.
Customer is responsible for the condition of the items while in transit. We highly recommend that insurance be purchased with any return shipment.
Please note: Extreme Glow does not accept returns on custom orders.
Can I exchange items?
Yes. Customer will be responsible for return shipping of items they wish to exchange.
Please note: Extreme Glow does not accept exchanges on custom orders.
How do you handle shortages and defective items?
Shortages: Any order which is shipped incomplete will be completed by Extreme Glow. We will either ship the missing items at no additional shipping charge or provide credit to your card for the missing items. Notification of shortages must be made within 3 days of receipt of merchandise.
Please note: We cannot expedite shortage requests and we reserve the right to issue credit in the event that we cannot deliver incomplete shipment items in a satisfactory time frame.
Defects: If any merchandise is defective, Extreme Glow will resolve the problem. We strongly encourage you purchase enough goods to allow for some defective or damaged product (we recommend +5% for LED items). Defective merchandise that totals less than $10.00 will be refunded to your credit card. We will not reship claims under $10.00.
Defects will not be honored after 30 days from receipt of merchandise.
We reserve the right to request that all defective merchandise be sent back to Extreme Glow. Replacement merchandise will be sent or credit issued once the defective items arrive. Returns received without first getting a Return Authorization number will be refused. Merchandise that has been used (for display, sold then returned, etc) or broken is not considered defective and credit will not be given for these items when returned. Please allow 1-2 business days after your return is received for Extreme Glow to evaluate and issue credit.
Should you require replacement products on exchanged or defective items prior to your claim being processed, you must place a separate order and be responsible for the charges on that order until we receive the items back. At that time you will be credited for the second order. PLEASE NOTE – It is your responsibility to purchase enough goods to allow for some defective or damaged product.
We do not reship damaged or defective goods automatically. Because of the nature of different claims and problems with defective merchandise we reserve the right to issue credit rather than reship the product.
How do you handle damaged packages or broken merchandise?
If you receive a visibly damaged packaged, please contact us ASAP so that we can files a claim with the carrier. Failure to file a claim in a timely fashion could result in a disallowed claim.