Return Policy
I. About Cancellation
We accept cancellations before the product is shipped or produced. If you need to cancel an order, please contact us at the following email addresses: sales2@uslightingsupply.com or sales5@uslightingsupply.com. With our permission, we will refund the full amount after the order is canceled. If the product has been shipped, the order cannot be canceled. Please note that special orders do not support cancellation.
II. About Returns
Returns and Exchanges Due to Product Quality Issues
What You Need to Do:
Please check for damaged, missing, or wrong items within 7 natural days after receiving the package. If you find any abnormalities, please provide your order number within 7 natural days, including photos or videos of damaged, missing, or wrong items, and contact us at the following email addresses: sales2@uslightingsupply.com or sales5@uslightingsupply.com.
How to Return:
Please pack the items intact and attach a packing slip or instruction manual, indicating the order name, phone number, email address, and order number (if any). Write the reason for the return. Then get the return address by email (sales2@uslightingsupply.com or sales5@uslightingsupply.com) and choose a local courier to return the product. (Please do not return in the name of the company, and the package value must not exceed US$150.)
Return shipping:
If the return is due to product damage or wrong delivery, please contact us as soon as possible and provide relevant photos or videos. We will reply to your email within 24 hours. We will provide further explanation and bear the return shipping costs.
Refund:
We will process the refund within 3 working days after receiving the return package. You will be notified by email after the refund. Due to the processing time of financial institutions, the refund may be delayed by 1-3 working days.
2. Unreasonable return
Measures:
If you are not satisfied with the product but the product itself has no quality problems, you can still choose to return it. Please ensure that the returned product maintains the original quality and function, the appearance is intact, and the trademarks and accessories are intact. Gifts must also be returned. If the product is damaged by human factors, the packaging box or accessories are missing, it will not be processed.
How to return:
Please pack the product intact and attach a packing slip or instruction sheet, indicating the order name, phone number, email address, and order number (if any). Write down the reason for the return. Then get the return address by email (sales2@uslightingsupply.com or sales5@uslightingsupply.com) and choose a local courier to return the product. (Please do not return the product in the name of the company, and the declared value of the package must not exceed US$150.)
Return shipping:
Because the unconditional return does not belong to the return due to product quality, the unconditional return will be borne by you.
Refund:
We will notify you after receiving and inspecting the return and refund the original payment method within 10 business days. Please note that it may take some time for the bank or credit card company to process the refund. If you have not received the refund within 15 business days after the refund is approved, please contact us by email (sales2@uslightingsupply.com or sales5@uslightingsupply.com).Â
3. About Exchanges
Exchange Conditions
You can apply for an exchange under the following circumstances.
-
The product you purchased is found to be damaged (not man-made damage) within 7 natural days after receipt, and the receipt time does not exceed 30 natural days.
- The wrong product is sent.
- Parts or accessories are missing.
How to exchange:
Please pack the product intact and attach the packing list or instructions, indicating the order name, phone number, email address, and order number (if any). Write down the reason for the exchange. Then get the return address by email (sales2@uslightingsupply.com or sales5@uslightingsupply.com) and choose a local courier to return the goods. (Please do not return the goods in the name of the company, and the declared value of the package shall not exceed US$150.) We will arrange to send a new package within 3 working days of receiving the package and notify you by email.
Exchange freight:
For exchanges applied for the above reasons, we will bear the freight.
Note:
Customized products or orders do not support returns or exchanges. We offer a warranty of up to 5 years on eligible products to ensure long-term protection for your purchase.
- The warranty does not cover damage caused by improper use, excessive voltage, or incorrect installation. Unless otherwise stated, our warranty covers only the product itself and does not include labor required for installation or removal. Please ensure that you follow the correct usage and installation guidelines to avoid damage not covered by the warranty.
2. If the lamp fails during the warranty period, we will provide a replacement for the faulty part or the entire lamp, depending on the specific situation. If necessary, replacement instructions will be provided and a replacement lamp will be sent after inspection of the defective lamp.
The following situations are not covered by free return and warranty:
- Expiration of warranty period;
2. Damage caused by failure to use, maintain, or store the product by the product manual;
3. Damage caused by maintenance personnel disassembling during the warranty period;
4. No valid warranty certificate and valid delivery note;
5. Unauthorized alteration of the warranty certificate;
6. The product model or number of the warranty certificate does not match the actual product;
7. No complete product label;
8. Damage caused by human factors;
9. Damage caused by force majeure;
10. Product failure or damage caused by exceeding normal use conditions or forced use;
If the above situation occurs, the user needs to pay the maintenance fee.
If you have any other questions, please contact us by email: sales2@uslightingsupply.com or sales5@uslightingsupply.com.