Refund policy
Returns and Exchanges
If an error in your order is determined to be the fault of Hearthstone Lighting (e.g., incorrect item or quantity shipped), we will cover the shipping cost to exchange the item.
If the buyer made the error (e.g., incorrect item ordered), the buyer is responsible for shipping costs both ways, which will be deducted from the refund. Original shipping and handling charges are not refundable. A 10% restocking fee will be applied to items returned in new and resellable condition. All returns require a Return Merchandise Authorization (RMA). Items returned without an RMA will be refused.
New Items
Items must be returned in new condition, uninstalled, and in original packaging to be eligible for a refund. Products must be in resellable condition (as determined by Hearthstone Lighting). Returns must be initiated within 30 days of the original purchase date. A credit or refund may be issued at the discretion of Hearthstone Lighting. Approved refunds will be processed within 30 days of receiving and inspecting the returned item.
Used Items
Used items may only be returned as part of a valid warranty claim. Defective items require an RMA. Shipping to and from the buyer will be covered by Hearthstone Lighting only if the item is determined to be defective and covered by warranty. If an item is not deemed defective, the buyer may choose to pay return shipping or authorize us to dispose of the product.
If Hearthstone Lighting pays for return shipping for any item not covered under warranty, the cost of shipping will be deducted from the refund amount.
Buyers may choose to purchase a replacement item immediately. If the original item is confirmed defective, a credit or refund for the replacement will be issued at the discretion of Hearthstone Lighting.
Shipping Responsibility
Once a return has been shipped, Hearthstone Lighting is not responsible for any loss or damage caused by the shipping carrier. We will assist in filing a claim with the shipping carrier and work with you to resolve the issue, but any compensation for lost or damaged packages is subject to the carrier’s policies and timelines.
Once an item has been delivered and either signed for or dropped off at the shipping address (residential or commercial), the package is considered to be in the possession of the recipient. Hearthstone Lighting is not responsible for items that are lost, stolen, or damaged after delivery has been confirmed by the shipping carrier.
Return Policy Summary
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Buyer must check for missing, damaged, or incorrect items within 7 days of receipt.
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You have 30 days from the purchase date to initiate a return of unused, resellable items.
Reasons for Return
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Arrived Damaged: Must be reported within 7 days of receipt.
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Defective: Non-functioning items may be exchanged under warranty.
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Wrong Item Sent: Must be reported within 7 days.
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Missing Parts: Submit a claim through our portal.
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Ordered by Mistake: Return within 30 days; item must be in new condition. Shipping is not refundable.
Initiating a Return All returns require a Return Merchandise Authorization (RMA) number. Shipments without an RMA will be refused.
To initiate a return:
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Call us at +1 540-212-4427 to request an RMA
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Or log in at HearthstoneLighting.com:
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Visit the Returns Portal
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Enter your order number and email address
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Select items to return or repair
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Upload images and add notes if applicable
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Choose return shipping option
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Submit and receive your RMA number and return label
Still have questions? Contact us at info@hearthstonelighting.com
WARRANTY POLICY
Warranty Information:
Hearthstone Lighting fixtures come with an industry-leading limited warranty for all manufacturing defects. Hearthstone Lighting warrants its products against defects in material and workmanship when products are installed, operated and maintained according to applicable codes and normal use according to label or supplied instructions. Without charge, Hearthstone Lighting will either repair or replace the broken component or fixture. Hearthstone Lighting reserves the right to decide between repair or replacement of any properly installed Hearthstone Lighting product which fails under normal operating conditions and has not undergone abuse beyond normal wear and tear.
FIXTURES & FINISHES
All brass fixtures HS01, HS04, HS07, HS11, HS12, HS13 HS21, HS23, HS31, and HS33, have a limited lifetime warranty on their exterior housing.
Hearthstone Lighting uses the highest quality marine-grade, virgin brass. Our antique bronze and raw brass surfaces and finishes are intended to age naturally and patina over time resulting in natural color changes. The finishes developed during the natural aging process will vary depending on environmental factors such as exposure to salt water, direct sunlight and chemicals in yards.
LAMPS
Hearthstone Lighting uses Emery Allen lamps. For lamp warranty details, please refer to Emery Allen’s warranty page or consult the packaging.
TRANSFORMERS
Hearthstone Lighting transformers come with a limited lifetime warranty for the internal components of magnetic transformers and a 10 year warranty on the stainless steel housing, under normal use as specified by local code and product instructions and specifications.
WHAT'S NOT COVERED
This warranty covers only equipment manufactured by Hearthstone Lighting.
It does not cover products supplied by, but not manufactured by, Hearthstone Lighting.
It does not apply to any equipment of another manufacturer that may have been used in conjunction with Hearthstone Lighting equipment.
This warranty does not cover damage due to acts of God, such as lightning strikes, hail, earthquakes, tornadoes, hurricanes, floods, solar storms or other extreme weather events.
It does not cover electrical surges or partial power outages caused by power companies.
It does not cover vandalism or theft or accidents.
It does not cover user error such as connecting to a high voltage power source.
It does not cover the use of non-approved electronic transformers and dimmers with Hearthstone Lighting products.
Warranty does not cover water damage to products (unless specifically an underwater light) that have been submerged in water, incorrectly installed or reassembled.
These warranties extend to the original purchaser and are non transferable.
These warranties do not include labor or other costs associated with the repair or replacement of any defective products that need to be replaced or repaired.
The forgoing warranty Seller makes no representations or warranties except those expressly set forth herein. Seller disclaims all other warranties expressed or implied including but not limited to, any supplier or distributor that modifies or amends this limited warranty.
ADDITIONAL TERMS FOR COMMERCIAL INSTALLATIONS
For commercial installations (defined as all properties not classified as single-family or multifamily residential dwellings under three stories), coverage is limited to 10 years for brass housings. Lamps are not warrantied by Hearthstone Lighting, see lamp manufactures website for details on their warranty (e.g. Emory Allen).
PRODUCT REGISTRATION
Although not required, registering your products online can simplify warranty claims. Registration helps verify proof of purchase and confirm eligibility for extended coverage.
FIELD USAGE CLARIFICATION
Fixtures subjected to constant spray from irrigation systems, saltwater environments, or harsh chemicals must be installed per Hearthstone Lighting recommendations, including orientation and shielding, to remain eligible for warranty.
CLAIMS & PROCESS A Return Merchandise Authorization (RMA) must be issued by Hearthstone Lighting prior to the return of any product. To file a claim:
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Contact Customer Service to request an RMA number.
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Provide proof of purchase.
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Include a description of the failure and installation conditions, with pictures.
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If field servicing is possible parts may be sent to make the repair.
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Upon receipt, the product will be inspected to determine the cause of failure and eligibility for warranty replacement.
If needed, advance replacement parts can be purchased to minimize jobsite delays; if the returned product is deemed defective under warranty, the advance purchase will be credited.
DEFINITIONS Fixtures refer to the housing of a light fixture and are products produced by Hearthstone Lighting. Drop-in bulbs refer to all lamps that have a solid outer body and are used inside a fixture.
FIELD REPAIRS RECOMMENDED
Hearthstone Lighting works with professional installation companies. All Hearthstone Lighting fixtures are designed to be field repairable by a professional installer. Hearthstone Lighting will provide component parts for field repairs as installers can realize a significant cost and labor saving. All warrantied components, which are installed by a professional installer in the field, will be honored.
LIMITATIONS OF LIABILITY
This warranty is the sole and exclusive remedy for product failure. Hearthstone Lighting shall not be liable for any incidental, indirect, or consequential damages, including but not limited to loss of use, labor costs, installation expenses, or project delays.