| Where are you located and from where my order will ship? |
| We are located in Europe, in the "Free-Trade-Zone" of Cyprus; all orders ship-out from Europe! |
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Do you ship Worldwide? |
| We do ship our products worldwide! If your Country is not listed within "register new account" page, please email us. |
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| How do I contact via phone? |
| Just call (+357) 25-853600 or use our Contact Us form to send us a message too! We can only answer phone calls between Monday - Friday 08:30 to 13:00 & 14:30 to 18:00 (Except on public holidays). |
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| What is the shipping method? |
| Your order will be delivered between 2 to 5 business days; withing Europe it usually takes between 2 to 3 business days.
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| Do I have to pay any Import Tax? |
| If you are inside the European Union (EU) then you will never have to pay import tax and your order will go straight through customs.
I am located OUT of Europe; will I have to pay import duty when I will receive my order? The importation of merchandise into countries OTHER than the European Union may result in additional customs taxes, brokerage and/or duty fees upon or after the delivery of your order. Hiline-lighting.com can't anticipate these fees, and will not be able to reimburse you for any additional fees incurred. Please contact your local customs office to find out what kind of fees you can expect based upon the type of merchandise you wish to order before placing your order with Hiline-lighting.com. If you refuse the package or provide us with an invalid shipping address, we will not offer a refund because the package will be abandoned in your country. Hiline-lighting.com will not label any orders as gifts for customs purposes. |
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| Do you accept returns? |
| Under our International Return Policy, you are able to return, free of charge, any product that is incorrect, damaged or defective. Unfortunately, we are not able to accept returns for any other reason. Please follow the directions below to receive a Return Merchandise Authorization (RMA) number and instruction on how to receive a full credit on your order. If a replacement item is required, you will need to place a new order for the item in our online store. |
| How to Receive Your Return Merchandise Authorization (RMA): |
| 1 | Notify our International Orders Customer Service though our Help Center within 5 days after delivery and provide us with the following information:
Your order number, Item number, size and quantity of what you wish to return, reason for return (wrong item, damaged item, or defective item) If damaged or defective, please describe the issue as well as list any missing pieces.
We will contact you via e-mail with your RMA number, as well as detailed instructions for packing your item and the shipping method to return your package. | 2 | Write your RMA number on the outside of the box. Include the shipping invoice with the RMA number written on the invoice and the item you are returning.
Your refund will be processed within seven (7) to fourteen (14) days after we receive your return. You will be notified via e-mail once your return has been processed. Any returns received without a valid RMA number or any abuse of our returns policy will result in item(s) being returned to you at your expense and your refund will not be processed. |
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| Click hereto email customer care. |
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| Where can I get service and repairs on any equipment I may purchase from you? |
| We do operate a "high tech" repairs workshop that can provide repair service, but due to freight costs you may also send your equipment to any local workshop in your country and we may provide the parts necessary or even advice for fault finding. You may also call our tech support 24 hours on +357-99624054. |
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| Which payment methods do you accept? |
| We accept several methods of payment as listed below. Rest assured you can safely enter your payment information via our secure server which encrypts all submitted information. We automatically encrypt your confidential information in transit from your computer to our server with an encryption key length of 128-bits (the highest level commercially available) by using the Secure Sockets Layer protocol (SSL). All transactions are processed in EUR and your order may be affected by exchange rates. |
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| Credit Cards |
| Our store currently accepts credit cards though Paypal. PayPal is the safer, easier way to pay online. You can pay without exposing your credit card number! |
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| Bank Transfer |
| You may also wire money directly from you savings or checking account to pay for your order by selecting the "Bank Payment" payment option. Once you have completed your order, you will be emailed with your order details and our bank information to complete the payment process. Any order where payment is not sent in 14 days will be automatically canceled. |
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| Currently, we do not accept Cash, Checks, Money Orders or CODs. |
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| Can I special order an item? |
| Yes, we welcome special orders! Please submit your request by Contact Us form.
Include a detailed description of the item you wish to order and quantity, accessories and as much detail as you have available. Please include a telephone number where we can contact you.
Product availability and pricing will be confirmed in a follow up phone call or e-mail at which time you can confirm and place the order. |
| Special Orders are subject to the following: |
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| Item must be paid for in advance via credit card or bank transfer. |
| No refunds or cancellations. |
| Shipping may take 4 - 6 weeks. |
| You will receive your order confirmation and order number via e-mail. |
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| Are there alternative ways to place an order? |
| If you would prefer to use our phone number (+357-25853600) to place your order or please fax your order to +357-25878470. |
| You may also send your orders to:
XN Group of Companies
X.N Averta Investments Ltd
Interlink Tower
Lambrou Konstantara 35
4156 Limassol
Cyprus
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