Customer Service

Ordering

When ordering our product, please make sure that you are in the correct shop, otherwise you will not be able to find your country and provide an accurate invoicing and shipping address when checking out.

On the top right of the webpage a drop-down menu displaying "Not your Country?" will guide you to your suitable country/region selection. 

• If you order from Switzerland please go to: www.exciteled.ch
• If you order from Germany please go to: www.exciteled.de 
• If you order from Austria please go to: www.exciteled.at
• If you order from the United Kingdom please go to: www.exciteled.co.uk
• If you order from the Rest of the EU please go to: www.exciteled.eu
• If you order from the United States please go to: www.exciteled.us
• If you order from the Rest of the World please go to: www.exciteled.com

Shipping

At the moment our products are shipped from two locations. From within Switzerland we ship to our domestic customers. Our second warehouse is located in Germany, where we ship to our customers within the EU as well as to all other countries. The first item will be charged at the standard shipping rate. Additional lights or accessories are charged depending on the bundle weight. The final shipping fee will be calculated and displayed in the cart. When shipping to countries outside of Switzerland and the EU, customs and import taxes might apply that need to be paid by the buyer upon receipt of the shipment.

Returns

All excite grow lights are backed by a 14-day money-back period. If you purchased a LED grow light and for any reason are unsatisfied within 14 days of receiving the product, you can return the product for a 100% refund. Return shipping costs are the responsibility of the customer. Returned merchandise must be in unused and as-new condition, in original packaging, and with the power supply and accessories. If any part is missing, the return sender will be charged additional fees for those parts. The refund will be processed via the same method used for payment within 3 working days after receiving the returned goods.

In order to return the product, you must obtain a return authorization (RMA) number and a return shipping address via E-Mail. Once you obtain the RMA number, write it on your Invoice and on the outside of the box. Please ensure that the returned goods are packaged professionally, insured and sent via a parcel delivery at your own cost. In order to avoid delays and costs, please write Swiss / German Goods Returning (whichever applies based on the return address provided) on the outside of the packaging and on the carrier paperwork.

Warranty

excite offers a warranty period for all products of 2 years. We will repair or replace any product (at our own discretion) that is non-operational due to a manufacturing or component defect. We will be covering the costs for one-way return shipping. We want our customers to be satisfied with our products and our service. Even if your fixture is beyond warranty, please direct any product defect or performance issues via E-Mail. Our technical team will do best to resolve your issues quickly.


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