Refund policy

Before or after placing an order with us, or before thinking about a return, please carefully read our 30-Day Return and Refund Policy in its entirety. You acknowledge that you have read and accept this policy by placing an order with Stateshospitality.com. With our effective return policy and online and phone customer support, Stateshospitality.com is committed to delivering outstanding client happiness! We try to respond to emails and calls about returns the same day or, at most, two days later. We put a lot of effort into making sure your grievances and inquiries are promptly addressed in the most beneficial and efficient way possible. Please review our general instructions and information below in the odd event that you need to create a return.

* For orders canceled before fulfillment, please be aware that transaction fees, which are added during the payment process, are non-refundable.

* Orders can be canceled up until they are shipped. Once shipped, the Shipping Fee is non-refundable.

* Orders returned due to customer error/dislike/over-purchasing/any factors aside from damage and defects will also have a non-refundable Shipping Fee.

* All returns must include an RMA form.

* All Returns for Refund, which are not damaged or defective, must be in original, re-sellable boxes with all original hardware, wires, packaging, or other accessories included that were originally received. There should not be excessive tape, stickers, packing labels, handwritten notes on packaging, etc., on the product box itself.

* Refunds are typically processed within 5-10 business days after receiving the returned product. The exact timing depends on the financial institution, and refunds are applied to the original payment method used.

* The customer is responsible for any extra shipping costs incurred related to the customer adding an incorrect address or missing address information, or us exchanging an order due to an ordering error/exchange.

* Product packaging should be preserved in case of refunds or exchanges. The product would not be eligible for a refund if it looks used or non-resealable and doesn't have its original packaging.

* Returns are not accepted if the lights have already been installed by the customer. However, if there are any issues with the fixture, we will provide a replacement.

* Returns can be requested via info@stateshospitality.com within 30 days from the original invoice date. We can provide a refund, store credit, or exchange of the product. 

* The customer is responsible for return shipping for most returns, but for defective, damaged, or incorrectly shipped orders, we will provide the Return label(s). We also provide a label for any returns created due to inaccurate website info or shipping errors on our end.

* As per the General Information, a 15% restocking fee will be applied to the product/products total value of up to $1499, and a 20% restocking will be applicable on all returns over $1500 for orders with the terms of returning an item for a refund/exchange. The Restocking fee will also be charged to orders with the refused shipment.

* To handle a Return for Exchange, we can either wait to receive the return packages- then create the replacement, or the customer can go ahead and purchase the necessary item(s) and get it/them refunded once the return arrives.

* We understand project delays and unforeseen situations do happen, and we want to help you (and your customers!) Extenuating circumstances might be considered.

*  Packages being returned should not be covered in tape or other packing materials to the point where the box is damaged, the barcodes or spec labels are obstructed, or removing the tape causes the box to become unusable. This is especially true with any packages being strapped together. Care needs to be taken to ensure strapped packages aren’t overly difficult to take apart without damaging boxes, labels, or barcodes.

* The RMA Form should be included near the top, inside of the package, or added to an envelope that could be taped outside of the package. Products should be in original plastic coverings (if originally provided) and include any other accessories, parts, or materials that were originally provided.

(Refund, Replacement or Credit) We provide a warranty for reasons, including but not limited to driver issues, unexpected dimming, manufacturing defects, flickering/flashing, damage during transit, or if the light simply won’t turn on. Please note that if we have discontinued a model, we will offer the next best comparable one as a replacement. And for the exact warranty length, please check the specific product's page.

Mandatory documents must be attached while sending emails for the claim (info@stateshospitality.com):

* The order or name on the order.

* Picture and videos showing the defect with the other ones working.

* Model Number of the product.

* An explanation of what kind of defect it is.

* The claim will not be entertained if any required document is missing.

* Miscommunication along the way from our warehouse to your doorstep is rare, but not unheard of in today’s times of ultra-speedy shipping. Though no fault of your own, shipping delays may occur. We immediately handle any delays by getting in contact with the carrier to resolve the issue. We may, at our discretion, send out a new shipment, or provide a refund where necessary. Any shipping and/or reshipping charges for packages that are refused, missing address info, or failed to be canceled in time are the responsibility of the customer.

* When a package is shown as “Delivered,” but claimed to not have been “Received,” we will make initial contact with the carrier to get an assessment. But, the final responsibility lies with the customer to ensure a safe arrival location, to ensure accurate shipping information is provided, and to contact the carrier with any further questions after Proof of Delivery.

* Custom orders will be excluded from returns, exchanges, and receiving credit.

* 20% restocking will be applicable on all returns over $1500.

* We do not cover costs incurred before, during, or after the return process for renting lifts, bucket trucks, buying another brand’s replacement lights, labor, or anything else associated with the installation or removal of our LED lights.

* With hundreds of exciting and engaging reviews regarding our customer service and with leading the market in Quality vs Price value, we stand behind all of our products and will ensure that you are left with a lighting solution or resolution that you’re more than happy with! Our responsibility is to keep your space safe, secure, and visible. Let us help you with States Hospitality!

* Customer Support: info@stateshospitalitys.com

* Business Hours: 9AM to 5PM PST, Monday to Friday

* No returns or refunds are applicable to custom products and pre-order products.