We accept returns. Like most retailers, our return policy has conditions — none of them unusual, but worth reading before you order so there are no surprises later.

Returns and refunds

We accept returns within 45 days of purchase. Contact us to start a return authorization. Once approved, ship items back within 14 days of authorization.

• Unopened items are eligible for a full refund, minus any applicable shipping costs.
• Opened but unused items in like-new condition with all original packaging are eligible for a full refund, minus shipping. No restocking fee applies to items returned in genuinely like-new condition. Items not returned in like-new condition are subject to a restocking fee of up to 25%, or may be refused. LED strips must have their adhesive backing fully intact and must not be cut, shortened, or altered in any way.
• Items rendered unsellable through damage, contamination, missing components, or alteration are not eligible for return.

Conditions that may result in a restocking fee or refusal include pet hair, cigarette smoke, physical damage, or damage from improper repacking.

Please don't ship anything back without a return authorization — we can't process returns that arrive without prior approval.

Please allow up to two weeks for return processing.

Return shipping

For preference-based returns (you changed your mind, it wasn't the right fit, etc.), return shipping is the customer's responsibility. You may use your own postage or request a prepaid label from us — the cost of the label will be deducted from your refund. Exchanges are always free within the U.S.

If your return is due to a defect, shipping damage, or an error on our part, we'll cover shipping both ways. Because these situations occasionally don't hold up on inspection, we verify the condition and function of returned products before processing this type of refund. If the product tests normally and shows no sign of the reported issue, the return is processed under standard terms. We're happy to share our findings if there's any question.

International returns must be shipped via a tracked international courier service (UPS, DHL, or FedEx). We cannot accept responsibility for international returns shipped via postal services or untracked methods. International returns are rarely practical due to shipping costs and logistics — if you are ordering from outside the United States and are unsure whether the product is right for you, we encourage you to reach out before purchasing.

Free shipping and returns

When an order qualifies for free shipping based on its total value, that promotion applies to the order as placed. If a return changes what you've kept, here's how refunds are calculated.

Returning your entire order. If your order had a shipping charge, that amount will be deducted from your refund. If your order qualified for free shipping, there's nothing to deduct.

Partial returns. If you return part of an order and the items you keep no longer meet the free shipping threshold, the refund for the returned items will be reduced by the shipping cost that would have applied to the remaining order at checkout.

A quick example: if free shipping applies at $100 and you place a $120 order, then return a $40 item, the items you're keeping total $80 — below the threshold. The refund for the returned item would be reduced by the standard shipping cost that applies to the $80 remainder.

Priority and expedited shipping fees (Next Day, Express, etc.) are non-refundable, since that service was already completed at the time of delivery.

We'll always show you the math on any refund adjustment so there are no surprises.

Test before you peel

Please test your lights before removing the adhesive backing. Once the adhesive backing has been peeled or the strip has been cut, the item is no longer eligible for return or refund under any circumstances, including claims of damage or defect on arrival. Defective items in this condition remain fully covered under our warranty for repair or replacement, which we believe is the more appropriate and faster resolution in any case.

Damaged or defective items

If your order arrived damaged or defective, contact us with clear photos of the product and the shipping box. Return authorizations and prepaid labels for damage claims won't be issued without this documentation.

Delivery disputes

If your tracking shows your package as delivered but you have not received it, please notify us within 7 days of the carrier's confirmed delivery date. This window is critical — carrier investigation processes rely on recent delivery data, and after 7 days, our ability to file claims and recover missing packages on your behalf is significantly diminished.

Claims reported within this window will be investigated promptly. If the carrier confirms the package was lost, we will issue a full refund or send a replacement at your choice. Claims reported after 7 days will be handled on a case-by-case basis, but we cannot guarantee reimbursement from the carrier, and refunds on late-reported claims are contingent on the outcome of the carrier's investigation.

Refunds on missing packages are not issued until the carrier claim is resolved. This ensures the package has not been rerouted, returned to us, or located at the delivery address. If a package is located after a claim has been filed, the item must be returned to us before a refund can be processed.

Order cancellations

We process orders quickly — if you need to cancel, contact us right away. If the order has already shipped or reached fulfillment, cancellation may no longer be possible, but the item may still be eligible for return under the standard policy above.

Non-returnable items

Discs (Spears & Munsil, etc.) cannot be returned once opened. Opened media has never been returnable in retail — there's no way to verify it wasn't copied.

Calibration hardware (e.g., Sync-One2) is non-returnable once opened. These are single-purpose tools: once used to calibrate a display, the transaction is complete in every meaningful sense.

Bulk orders

We're glad to support professionals outfitting studios, post houses, and other facilities. Bulk orders are subject to restricted return eligibility — purchasing one unit to evaluate is very different from ordering twenty for a production and returning them after wrap. If you're purchasing multiple units for a project or installation, contact us first so we can agree on terms that work for both sides.

International Orders and Customs

All duties, taxes, and import fees are collected at checkout — there are no surprise charges upon delivery.

If a shipment is refused or abandoned, it may be returned to us or destroyed by customs at the destination country's discretion. If returned, we will deduct any costs billed to us from the refund, including return shipping, destination country customs charges, and any US import duties assessed upon the shipment's return to the United States. If the shipment is destroyed, no refund will be issued.

EU Customers Right of Withdrawal

If you are located in the European Union, you have the right to cancel your order within 14 days of receiving your item, without giving any reason. While we offer an extended 45-day return window, withdrawals processed beyond the legal 14-day baseline are subject to our standard policy, which excludes outbound shipping refunds.

Cancelling before shipment: Contact us immediately by email or using the form below. We process orders quickly and cannot guarantee cancellation once an order has entered fulfillment, but we will make every effort to intercept it before it ships.

Cancelling after shipment: Submitting a cancellation request does not guarantee order interception. Orders in transit cannot be stopped and must be processed as a standard return after delivery. Do not refuse delivery. Refused shipments may be destroyed by customs or returned to us at significant cost, and any such costs will be deducted from your refund.

To exercise your right of withdrawal, notify us at support@sceniclabs.com within 14 days of delivery. You may use the following model cancellation form, though it is not obligatory:

"I hereby give notice that I withdraw from my contract of sale of the following goods: [product name], ordered on [date], received on [date]. Name: [your name] Address: [your address] Date: [date]"

Written notices and approved returns should be directed to: Scenic Labs 2 Kiel Avenue #133 Kinnelon, NJ 07405.  

Once you have notified us, you must return the item within 14 days. You are entirely responsible for all return shipping costs, which must be made via a tracked international courier service (UPS, DHL, or FedEx). We recommend retaining your tracking number, as we cannot be responsible for items lost in transit via standard postal services.

If you exercise your right of withdrawal within the 14-day window, the original outbound shipping cost will be refunded up to the value of our baseline standard shipping rate for your region. Premium shipping upgrades, external carrier handling fees, and unrecoverable import duties or customs fees paid at the time of purchase are completely non-refundable.

Refunds will be issued upon receipt of the returned item. Your refund will be reduced by up to 25%, or refused entirely, for any diminished value if items are returned used, altered, contaminated, or with damaged internal packaging beyond what is necessary to assess functionality. Opened discs and opened calibration hardware are strictly non-returnable. For LED strips, the adhesive backing must be fully intact, and the strip must not be cut or altered in any way. Testing must be completed before peeling the backing.

Warranty

We stand behind everything we sell.

• MediaLight 5V USB LED strips: 5 years
• MediaLight lamps, bulbs, and 24V LED strips: 3 years
• LX1: 2 years

Warranty coverage applies to items sold by authorized dealers. If you're not sure whether your purchase qualifies, reach out and we'll do our best to help verify.

For products experiencing recurring physical damage (repositioning, pet damage, installation stress), warranty support may take the form of a repair kit rather than a full replacement. Our strips use 8mm 2-pin connectors that can be repaired in minutes without tools. This approach eliminates downtime, reduces waste, and keeps you self-sufficient. When you get a hole in your pool, you don't buy a new pool — you patch it.

Considering a purchase? Read Is MediaLight right for you? to find out if our products are the right fit for your setup.