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We will be closed from Monday, August 15 through Wednesday, August 23. Click here for service impacts.
We will be closed from Monday, August 15 through Wednesday, August 23. Click here for service impacts.

Returns & Exchanges: 45 Days to Return or Exchange

These are the return policies of the this website only. Independent dealers may have significantly different return policies. If you bought from another website, you should review the return policies for that site. However, MediaLight and LX1 bias lighting orders are covered under the MediaLight or LX1 Warranties regardless of where they are sold (just be sure to have an invoice from an authorized dealer). 

If you encounter a problem with your MediaLight or LX1, every problem is covered under our comprehensive 5 year warranty (2 years for LX1)However, perhaps you didn't know what you ordered or returned your TV and no longer need your unopened and unused MediaLight.

For bias light strip products like MediaLight Flex, Eclipse or LX1, your lights must not be cut into shorter sections, have their adhesive peeled or removed or otherwise altered in any way. If you are unsure if you might return one of our strip light products, we recommend testing the LED strip lights prior to mounting and installation.

You don't need to provide a reason for a return, but doing so:

1) May expedite your refund as it saves us some time in testing the returned item.
2) May allow us to solve your problem if the return is due to a malfunction or installation issue.

Please contact us to receive a return merchandise authorization number (RMA) to write on the package. Unauthorized returns are not accepted. Outbound and return shipping are not refundable.

In order to receive a warranty replacement. you must have a valid order ID. If your bias light was a gift, please obtain an order ID from the gift-giver, or be able to provide the name and approximate date of the customer. If we are unable to locate a customer or order ID, we are unable to honor warranty claims. Please work with us here. We want to cover your product under our warranty, but must be able to verify that the warranty is in effect.

"But can't you tell how old a product is from the model number?"

To some extent, yes, but we cannot tell if the product in question has already been replaced under warranty. Some people sell their replaced units for parts. These already-replaced lights are not covered under warranty. 

"But, if I don't have the original packaging, can't I request a replacement and then send the replacement back in the replacement's original packaging"

We don't send replacements in original packaging. 

In keeping with industry standards, Blu-ray discs and packaged media, once opened, are ineligible for refunds. Likewise, downloads are ineligible for refunds. Defective or damaged discs are always eligible for exchange. 

All bulbs, strips and desk lamps are eligible for free exchanges.

Calibration discs and equipment, such as the Harkwood Services Sync-One2 are never eligible for returns (also known as "free rentals," such return abuse is not permitted). Defective discs or devices are always eligible for replacement. If you are on the fence about buying a product, we recommend holding off until you've decided against it, or are certain that it is the right product for you. 

All returns are opened and tested. Returns of non-MediaLight products in our packaging is return fraud. While we'd be hesitant to report this to law enforcement, we would not refund your money.