Return,Refunds&Warranty
At Hilax, we stand behind every panel we make. If something didn't go as expected, we're here to make it right — no hassle, no fine print.
1. 60-Day Trial & Return Policy
We offer a full 60-day trial period on all products, starting from the date you receive your order.
If you're not completely satisfied, you may request a return and full refund within 60 days of delivery. To initiate a return, please contact us with your full name and order number.
Please note:
• Returns must be submitted within the 60-day trial window. Requests after this period will not be accepted.
• Products must be returned in their original packaging to prevent damage in transit.
• We are not responsible for lost or damaged return shipments.
• Products returned in damaged or unsellable condition will be refused and returned to the sender.
• If you selected expedited shipping at checkout, the shipping fee is non-refundable.
2. Return Shipping
We cover return shipping costs in the following cases:
• Quality issues or product defects
• Incorrect item received
• Damaged packaging upon arrival
For all other returns (e.g., change of mind within the 60-day trial), return shipping is also free of charge — we'll provide a prepaid return label.
3. How to Start a Return
1.Email us at support@hilaxredlight.com with your order number and reason for return.
2.We'll send you a Return Authorization and a prepaid return shipping label within 1 business day.
3.Pack the item securely in its original packaging. If the original box is damaged, please use a suitable replacement box.
4.Drop off the package at any authorized carrier location.
5.Once we receive and inspect the return, your refund will be processed within 3–7 business days.
Return Address:
Hilax Returns Center
1120 W Cook St, Santa Maria, CA 93458, USA
4. Order Cancellations
You may cancel your order within 24 hours of placing it at no charge, provided it has not yet been shipped.
To cancel, contact us immediately at support@hilaxredlight.com with your order number. If your order has already been dispatched, you'll need to follow the standard return process once it arrives.
5. Refunds
Once your return is received and approved, your refund will be issued to your original payment method within 3–7 business days.
You'll receive an email confirmation once the refund has been processed. Please allow additional time for your bank or card issuer to post the credit to your account.
Please ensure your shipping address is correct at checkout. If you notice an error after placing your order, contact us at support@hilaxredlight.com immediately and we'll do our best to update it before dispatch.
6. Damaged, Defective, or Incorrect Items
If you receive an item with quality issues, a defect, or the wrong product, please contact us within 10 days of delivery at support@hilaxredlight.com with photos or video of the issue. We'll arrange a replacement or full refund at no cost to you.
7. Exchanges
We replace items that are defective or damaged. To request an exchange, email support@hilaxredlight.com with your order number and photo/video proof of the issue.
8. Warranty
All HilaxPro panels are covered by a 3-Year Limited Warranty from the date of purchase.
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Product
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Warranty
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HilaxPro 350
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3 Years
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HilaxPro 750
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3 Years
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HilaxPro 1600
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3 Years
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HilaxPro 3000
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3 Years
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HilaxPro 4200
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3 Years
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What the warranty covers:
Defects in materials or workmanship under normal use and maintenance during the warranty period.
What the warranty does not cover:
• Damage from negligence, misuse, or unauthorized modification
• Theft or loss of the product
• Normal wear and tear
Warranty service:
• For the first 150 days, Hilax covers all return shipping costs.
• After 150 days, the customer is responsible for shipping the product back to us. We cover the cost of the replacement unit and return shipping to you.
• Please retain your tracking information as proof of delivery.
To request warranty service, contact us at support@hilaxredlight.com with a description of the issue and supporting photos or video.