Shipping, Returns & Refunds

Spark, Aura & Aurora

NrG-SPARK, NrG-AURA, and NrG-AURORA include free standard shipping to deliverable addresses within the contiguous United States.

• Free standard shipping applies to the contiguous 48 states and Washington, D.C.
• Shipping to Alaska, Hawaii, U.S. territories, international destinations, expedited services, or destinations requiring special service is quoted separately.
• Tracking information is provided when available after the order ships.
• Delivery dates are estimates unless NrG Light confirms a specific commitment in writing.

Phoenix panel & MS2000-B stand

NrG-PHOENIX shipping/freight is not included in the published panel price and is confirmed before payment. The MS2000-B is a motorized positioning stand/accessory—not a light-therapy panel—and its shipping or freight is also quoted separately when purchased on its own.

• Phoenix Signature includes the Phoenix panel and MS2000-B stand; the complete package uses the confirmed Phoenix Signature delivery/freight arrangement.
• Delivery-access or freight planning may be required depending on destination.
• Do not schedule installers or other dependent services until delivery timing is confirmed.

PRIZM commercial delivery

NrG-PRIZM uses project-specific commercial delivery, freight, and installation planning. NrG Light confirms the delivery scope, price, receiving requirements, and any installation arrangements before payment.

Local pickup

St. George, Utah and Bluffdale, Utah pickup can be selected when available. A shipping address is not required for pickup orders.

• Pickup is by arrangement rather than walk-in availability.
• NrG Light provides the exact pickup location and timing after confirmation.
• Please wait for confirmation before traveling to a pickup location.

Address changes

Contact NrG Light as soon as possible if a shipping or delivery address needs to change. An address change may not be possible after an order has entered fulfillment or been transferred to a carrier.

Before payment

Submitting an order request does not collect payment. You may ask to change or cancel the request before payment while NrG Light is confirming availability, fulfillment, shipping or freight, and tax.

After payment

Contact NrG Light as soon as possible if you need to change or cancel a paid order. If the order has not entered fulfillment, production, or carrier handling, NrG Light will make reasonable efforts to cancel it. Once fulfillment has begun, the applicable return terms may apply.

Qualifying panel returns

• Return authorization must be requested within 60 days of delivery.
• The panel must be clean, undamaged, complete, and returned with its original packaging, accessories, cables, mounting hardware, and included documentation.
• Normal trial use is allowed; abuse, modification, liquid damage, impact damage, missing parts, or other non-returnable condition is not covered by the satisfaction guarantee.
• There is no standard restocking fee for a qualifying panel return.

Return shipping

For an elective return or change of mind, the customer is responsible for return shipping or freight and for packaging the product safely. Original expedited, special-delivery, or separately quoted freight charges are not refundable after those services have been performed.

Phoenix Signature & pickup orders

The 60-day qualifying return window applies to the complete Phoenix Signature package, including the MS2000-B stand supplied with that package, when the full package is returned complete and undamaged. Panels collected through St. George, Utah or Bluffdale, Utah pickup use the same 60-day qualifying return window. Any return handoff must still be arranged with NrG Light in advance.

Separately purchased MS2000-B stand

The MS2000-B is a positioning stand/accessory. When purchased separately, a qualifying stand return may be requested within 30 days of delivery. It must be complete, undamaged, and returned with the original packaging, controller, hardware, and included parts. Customer-paid return shipping/freight applies to elective returns. When supplied as part of Phoenix Signature, the complete package uses the 60-day Phoenix Signature return window above.

Other accessories

Other separately purchased stands, mounts, or accessories may be returned within 30 days when complete, undamaged, and in original packaging, unless a product page or written order confirmation states different terms.

PRIZM & custom orders

PRIZM, custom-configured commercial orders, and specially sourced products may be final sale once production, customization, or project-specific fulfillment begins. Any non-returnable status is disclosed before payment. Shipping damage and warranty rights remain separate from elective returns.

Refund timing

For an approved return, NrG Light normally issues the refund within 5–10 business days after the returned product is received and inspected.

Refund method

Refunds are normally issued to the original payment method when that method supports refunds. Additional posting time after a refund is issued is controlled by the payment provider or financial institution.

Missing or damaged return contents

If a returned product arrives with missing components or damage outside normal trial use, NrG Light may deny the return or reduce the refund by the reasonable cost of missing or damaged items. We will document any such issue before completing the refund.

Warranty claims are separate

A product issue that may be covered by warranty is handled under the NrG Light Warranty. Warranty service may involve troubleshooting, parts, repair, replacement, or return instructions rather than an elective return.