FAQ

Frequently Asked Questions (FAQ)

Order Related Questions

Q1: How can I place an order on your website?

A1: The ordering process is straightforward. First, browse our website and select your preferred lighting products. Add items to the shopping cart and click the “Checkout” button. Then fill in your accurate delivery address and contact information as prompted on the page, and select a payment method. Double-check all order details before submitting the order and completing payment. Shortly after successful payment, you will receive an order confirmation email.

Q2: Can I modify or cancel my order after submission?

A2: We process orders promptly to ensure timely shipment. If you need to modify or cancel your order, please contact customer service immediately (Email: case_345_alonso_granville@hotmail.com; Phone: +8613510084817). We can only adjust your order (such as changing the shipping address or product quantity) or cancel it before the goods are dispatched. Once shipment is arranged, no changes or cancellations will be accepted. For return solutions, please refer to Q8 to Q10 about return policy.

Q3: Why is my order rejected?

A3: Orders may be rejected for the following reasons:
  1. The selected product is out of stock;
  2. Incorrect product prices (e.g. price errors caused by system malfunctions);
  3. Incomplete or inaccurate shipping address and contact information you provided;
  4. Potential fraudulent risks detected under your order.
     
    If your order gets rejected, we will send a notification email specifying the exact reason. All payments you made will be fully refunded to your original payment account within 3 to 7 business days.

Pricing & Payment Related Questions

Q4: Do product prices include shipping fees and taxes?

A4: No. Prices displayed on the website only cover the cost of goods, settled in the currency marked on the page (USD, CNY, etc.), excluding shipping fees, VAT, customs duties and other surcharges. Before order confirmation, the system will automatically calculate and display shipping fees based on destination, product weight and selected logistics method. Taxes are regulated by customs authorities of the destination country or region and shall generally be borne by you upon receipt of goods unless otherwise agreed.

Q5: What payment methods are supported?

A5: We currently accept three payment options: credit cards (Visa, Mastercard), PayPal and bank transfer. You may choose your preferred method during checkout. Please note that when using third-party payment platforms such as PayPal, you must abide by the terms of service of the corresponding payment provider.

Q6: Is my payment information secure?

A6: Yes, it is fully secured. We attach great importance to the confidentiality of payment data and will not store your complete bank card details. All payment procedures are processed by certified third-party payment providers complying with international payment security standards (PCI DSS). Advanced encryption technology is adopted by these providers to protect transaction data and prevent unauthorized access, usage or disclosure of your information.

Shipping & Delivery Related Questions

Q7: How long will it take to receive my goods after ordering?

A7: Delivery lead time depends on your destination country/region and chosen logistics service. Estimated transit time after shipment: Standard shipping (China Post): 10–20 business days; Express courier (DHL, FedEx): 3–7 business days. The above figures are for reference only, excluding our 1–3 business days order processing period. Delays caused by customs clearance, natural disasters, logistics disruptions and other force majeure events are not covered. Once your order is shipped, we will send a dispatch confirmation email with tracking number for you to monitor delivery status in real time.

Q8: How do I track my order delivery status?

A8: After shipment, you will receive a dispatch notification email including a unique tracking number and official website link of the corresponding logistics carrier (DHL, China Post, etc.). You may enter the tracking number on the carrier’s official website to check real-time package location and delivery progress. If you fail to receive tracking information within 2 business days after dispatch, please contact customer service for assistance.

Q9: What should I do if my package is lost or damaged during transit?

A9: Contact us right away if your package gets lost or damaged in transit, and provide your order number together with relevant evidence (photos of damaged packages/products, logistics tracking screenshots, etc.). We will coordinate with the logistics carrier to investigate the incident. If package loss is confirmed, we can either resend the goods free of charge or issue a full refund. For damaged items, we can arrange return & refund or replacement according to your preference. Please check the return policy for detailed regulations.

Product & Warranty Related Questions

Q10: What lighting products do you mainly supply?

A10: We specialize in the R&D and sales of various lighting products, mainly divided into two categories: Smart home lighting (smart ceiling lamps, ambient light strips, eye-care desk lamps, etc.) and commercial lighting (restaurant pendant lights, retail spotlights, hotel chandeliers, etc.). We also provide customized lighting solutions. All our products adopt cutting-edge smart technology, support interconnection with Huawei HarmonyOS and Xiaomi Home, and are equipped with full-spectrum LED light sources with energy-saving designs, meeting diverse application scenarios including home, office and commercial premises.

Q11: Do you offer product warranty service?

A11: Yes. All lighting items come with a 1-year warranty (special models excluded as separately stated). The warranty term starts on the date you receive the goods. Within the warranty period, we provide free repair or replacement if products malfunction due to manufacturing defects under normal use (e.g. failure to power on, breakdown of smart control functions). Damages caused by improper use, incorrect installation, accidental collision or unauthorized modification are not covered by warranty; see Q12 for full details.

Q12: What circumstances are excluded from warranty coverage?

A12: Free warranty service is unavailable under the following situations:
  • Damages caused by improper use such as operation beyond rated voltage or non-compliant installation;
  • Breakage resulting from accidents (e.g. dropping), external impact or natural disasters such as floods;
  • Normal wear and tear of consumable parts (bulbs, batteries, etc.), unless such wear stems from manufacturing defects;
  • Products modified, disassembled or repaired by personnel without our official authorization;
  • Goods without valid order number or purchase proof.

Return & Refund Related Questions

Q13: Can I return products if I am unsatisfied?

A13: Yes. You may apply for return and refund within 30 days upon receipt of goods if either condition below is met:
  1. Products remain unused with original packaging intact and resalable (applicable for personal change-of-mind returns);
  2. Products have quality defects, transit damage or do not match order descriptions (wrong model, color mismatch, etc.).
     
    Please note that custom-made lighting products produced according to your exclusive requirements, as well as items that have been used, artificially damaged or self-modified, cannot be returned.

Q14: What is the complete return procedure?

A14: Please follow the steps below to return goods:
  1. Contact customer service within the 30-day return window, providing your order number, photos showing product issues and detailed return reasons;
  2. Wait for review from customer service. We will inform you whether your return application is approved within 3 business days;
  3. Once approved, securely pack the products and send them back to the return address designated by us.
     
    Return shipping fee policy: You shall bear return freight if the return is not our fault (e.g. returns without quality issues). We will cover return shipping fees if returns are caused by our mistakes such as defective goods or wrong item delivery;
  4. After receiving and inspecting returned products to confirm compliance with return standards, we will process your refund within 7 business days. Funds will be returned to your original payment channel, and actual arrival time depends on the processing cycle of payment service providers (normally 3–10 business days).

Q15: How long will it take for the refund to arrive in my account?

A15: We will initiate the refund within 7 business days after verifying returned products meet return requirements. Refund arrival time varies by payment method:
  • Credit card payment: 3–10 business days (subject to processing speed of your card issuer);
  • PayPal payment: 1–3 business days;
  • Bank transfer payment: 5–10 business days.
     
    If you do not receive the refund beyond the above timeframes, contact customer service with your refund confirmation number for inquiry.

Account & Other General Questions

Q16: How do I register an account on your website?

A16: Click the “Sign Up” button at the top right of our website. Enter your email address and create a strong password (minimum 8 characters containing both letters and numbers), then fill in mandatory information such as name and phone number. After submitting the registration form, a verification email will be sent to your mailbox. Click the activation link inside the email to complete account registration. Once activated, you can log in to check orders, save favorite products and manage personal information.

Q17: What should I do if I forget my account password?

A17: Click the “Forgot Password” link on the login page and enter the email bound to your account. We will send an email with a unique password reset link, via which you can set a new password. The reset link is valid for 24 hours. If you do not receive the reset email within 1 hour, please check your spam folder or contact customer service to resend it.

Q18: How can I get in touch with customer service?

A18: You may reach us through the following channels:
  1. Email: case_345_alonso_granville@hotmail.com (replies normally within 24 working hours);
  2. Phone: +86 13510084817 (Service Hours: 9:00 – 18:00 Beijing Time, Monday to Friday);
  3. Mailing Address: Unit 104, 1st Floor, Zone B, Yihong Industrial Park, No.178 Dalingxia Group, Xinlian Village, Xinyu Town, Huiyang District, Huizhou City, Guangdong Province, China.
     
    We will resolve your questions and concerns as soon as possible.
 

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