Customers can initiate a warranty claim through any of the following methods:

Email

Text Message

Phone Call

Online Form Submission

Once a claim is submitted, our Warranty Claims Department will contact the customer to gather additional details and determine the appropriate next steps.

A prepaid return label will be sent to the customer via email for the return of the defective fixture.

Upon receiving the returned item, Both Lighting USA will repair, replace, or issue a refund, depending on the situation.

Special Note on 360 Tubes:

If the issue involves a 360 tube and the customer does not have the original packaging, Both Lighting USA will send a replacement 360 tube along with a return label.

The broken unit must be returned as soon as the replacement is received.

If the broken 360 tube is not returned, the customer will be charged the full replacement cost.

Once the returned unit is received at Both Lighting USA’s North Carolina warehouse, the customer will be notified by the warranty team.

After passing quality control checks, the warranty team will either:

Repair the original unit

or

Process and ship a replacement fixture.

The customer will be informed of the outcome—whether the unit was repaired or replaced, and any relevant tracking or shipping updates will be provided.

Units are normally repaired/replaced within 7 business days of reception in our NC Warehouse.

Both Lighting USA also offers repair services for customers who did not purchase their products directly from us.

*This only applies to Both Lighting brand products.*

$50 for the first unit

$25 for each additional unit

Shipping: Customer is responsible for all shipping costs to and from our facility.

*An invoice will be sent to the customers email reflecting all costs. Invoices MUST be paid BEFORE units are shipped back.

For further assistance, please contact our Warranty Claims Department. We're here to help get your lighting back on track quickly and hassle-free.