Store Policy

If you have any questions that can’t be answered with the information below, do not hesitate to contact us.

Payments

All payments made through the online store are securely proccesed by 3DS card payments or Paypal payments pro, a PCI compliant card processing solution. The transaction will show up on your bank statement as a payment to GNUK LTD. If you wish to pay by BACS transfer, please contact us and we can provide you our bank details. We don’t accept cash orders or offer a cash on collection service, Telos Lighting only retails products via the internet or through our retail partners.

We are now transacting payments in multiple currencies, please select your currency by using the menu at the left of the page. Exchange rates for currencies other than £GBP are live. This means that the display price (excluding £GBP) will change regularly based on the foreign exchange markets.

Delivery

Delivery is free with any grow system purchase.

For orders up to 70Kg, we ship via United Parcel Service (UPS). Order are dispatched within 24 hours of purchase. Orders are placed before 13:00 GMT Monday to Friday typically ship same day. The delivery time for UK orders is next working day, however rarely there are delays which can add +24 hours. For EU orders, delivery time is estimated 4-5 working days. For US and the rest of the world, delivery times are estimated 5-7 working days. Shipping rates are calculated at checkout.

UPS standard:
UK delivery address- next working day by 17:00
EU mainland delivery address- 1-5 Working days
UPS express:

UK delivery address- next working day by 9am
EU mainland delivery address- next working day
US mainland delivery address- 1-2 working days (Next working day for most states)

Cancellations

We have a very fast order dispatch turn around so if you wish to cancel your order your order please contact Telos as soon as possible after placing the order. We will then advise if the order has been shipped. If the order hasn’t shipped we can cancel the order immediately if it has shipped you will need to return the order for a refund once it has arrived with you.

Returns

We offer a 30 day return policy on all standard products purchased from the Telos Lighting store. 

Conditions

In order to eligible for a refund the product needs to be in it’s original condition (unless otherwise specified) and sent back in its original packaging. The 30 day period starts when the product is delivered. If you decide to return an item within the 30 day period but the estimated arrival of the return to Telos is outside of the 30 day period, please contact Telos to inform us that you plan to return the item and provide a tracking number. Delivery and return shipping fees are non refundable unless the product arrived in a faulty condition or the wrong product was delivered.

Damaged or faulty
If your order arrived faulty or damaged please contact Telos immediately and we can arrange a collection for replacement or refund. Custom products or prototypes that have customised features requested directly from Telos are subject to their own return policy which will be made clear at the point of sale.

Warranty

All Telos [Slimline] LED systems purchased through the store carry a 5 year limited warranty.
All Telos V1.1 LED systems and accessories purchased through the store carry a 3 year limited warranty.
 
Telos LED grow lights
The Telos systems are shipped worldwide so we designed the electronics in the system to have safe and easy user interchangeable components:
 
LED module warranty
If a one or more LED’s fail (appear dim or turned off completely) on a single LED module you can request a replacement part to be posted out for free. Once the part arrives, using the Telos provided instructions you can exchange the faulty module for the replacement board. You must return the faulty board by your national post service (recommended for the lowest cost) or courier to use the warranty again in future on the same purchase.
 
LED driver warranty
If it is identified that the driver is faulty because the unit will not switch on at all, you can request a replacement driver to be posted out for free. Once the part arrives, using the Telos provided instructions you can exchange the faulty driver for the replacement part. You must return the faulty component by post (recommended for the lowest cost) or courier to use the warranty again in future on the same purchase.
 
Other
Any damage to non electrical parts of the Telos systems are not covered in the warranty, if your light has been damaged on delivery please contact as within 30 days to arrange a collection and replacement. After 30 days any mechanical or aesthetic damage will not be covered by us however you can contact us to see what we can do to help. Exceptions if you are unable to replace the part yourself we are happy to fix any electronic issue in house under the warranty however the customer will be responsible for the return and re-delivery costs. Please get in contact with us first and we can arrange low cost courier fees using our UPS account.