Limelight products come covered with a 2 weeks money back guarantee and a 2 year all inclusive warranty. With this, we state that you will be satisfied with our products and that they are of the highest quality and durability. As a silver lining, Limelight was the first to introduce modular construction to mods, which means that in case of any accidental damage, you will be able to replace the damaged parts yourself without shipping the mod out to us for repair. This unique feature is well proven with our customers for almost a decade and has earned us a title of a premium manufacturer with a world renowned customer support.
WARRANTY SERVICE
- The repair process
1. To expedite the warranty process, contact our online customer service via the form on this page.
2. Ensure you provide the following information in the email:
• Valid proof of purchase (Order number, payment proof or similar)
• a detailed description of the issue you are experiencing with your product.
• Include any photo and/or video material you may find to be useful for explaining the issue.
3. Limelight Herb's technical support team will attempt to diagnose your issue through email assistance and resolve it through one of the following steps:
• Troubleshoot and attempt to resolve the issue through email support.
• Offer to send replacement parts which would resolve the issue
• If the problem cannot be resolved remotely after consulting with the technical support team, or with spare parts, you'll need to send the product back to Limelight Herb for further inspection and repair.
4. Sending the product for repair
• By applying for Limelight Herb's repair service, you agree to the "Repair Service Process" and "Repair Service Terms" (referred to as "these Terms"). Please read them carefully.
• We will provide a repair cost estimate (if any) according to our remote, preliminary estimate.
• Follow the shipping guidelines provided from our support team and use the advised shipping method which our team will advise depending on your location.
• After shipping the product, please email us with the shipping company and tracking number information. This information will help Limelight Herb match the parcel to your repair order.
• Upon receiving the product, the Limelight Herb Repair Service Center will carry out a thorough inspection. If the product is found to not be covered under the free warranty period, you will need to confirm the provided quote and pay the specified repair cost; repairs will proceed once payment is completed. If the inspection reveals a performance fault within the warranty period, repairs will be conducted free of charge.
• After repairs are completed, the Limelight Herb Repair Service Center will send the repaired product back to you provide a tracking number for the package.
• Once you receive the repaired product, please send us an email with receipt confirmation. This action will complete and close the repair order.
- Repair costs
• (1) Under Warranty: The repair costs are determined by the inspection result.
• If the inspection determines that the product fault is a quality issue within the warranty period, there will be no repair costs for the user. If the inspection determines that the damage was caused by human actions, the user will be charged for the repair.
• (2) Out of Warranty: Paid repair.
• For repairs that require payment, the Limelight Herb Repair Service Center will provide a quote for the necessary repairs.
- Shipping
• (1) The user is responsible for shipping costs both to and from the repair center.
• If you wish to ship your product across countries or regions, you must first obtain Limelight Herb’s consent. You will be responsible for any customs duties and clearance fees.
• (2) You are responsible for any costs related to shipping insurance. Limelight Herb will refuse shipments sent via cash-on-delivery or those requesting a pickup service.
• (3) Limelight Herb uses a third-party courier service for repair shipments. Limelight Herb is not responsible for any loss or damage caused by the courier. Any loss or damage to the product during transit must be resolved between you and the courier.
• Please ship the product within 15 business days of submitting the repair request; otherwise, the request will expire. If you have special circumstances, you can contact customer service via the official website or email for assistance.
• To protect your rights, please inspect the product upon receipt to ensure it is intact and undamaged by logistics issues. If you notice any damage, contact Limelight Herb's after-sales service center within 24 hours of receiving your product and follow the logistics company's claim management process. If you fail to report damage within this time, the product will be considered undamaged and functioning normally, and further claims will not be accepted.
