Refund and Returns Policy
Return Policy
Our return processing facilities are located in the United States and China. Thus, returned products must be shipped back to our addresses in these regions. Returns are not accepted after 30 days. However, products, excluding light bulbs, are covered by a two-year manufacturer warranty. Products must be returned in their original packaging and in new, unused condition to qualify for any refund. Customized items are not eligible for return. If the product has already been installed, ensure it is repackaged in its original box. Failure to do so may result in a denied refund or a restocking fee.
Within 30 days, items in new and unused condition may be returned for a full refund (shipping costs are non-refundable unless items are defective). Expedited shipping costs will not be refunded if chosen by the customer. To initiate a return, contact our support team at [email protected] for guidance through the return process.
If there is a manufacturer defect or shipping damage, notify us within 48 hours and provide photos and videos for verification. Shipping companies only accept damage claims within one week of delivery, so failure to contact us within this timeframe will result in the customer being responsible for related costs.
If you simply changed your mind or prefer a different size, returns are still possible. However, you will be responsible for shipping costs. Ensure the product is sealed in its original package and resalable condition. Upon receipt and verification of the product’s condition, we will issue a refund minus the initial shipping cost.
Example:
A customer purchases a product for $500, decides to return it, and ships it back at their own cost ($50). Once verified, we will refund $450 ($500 minus $50 initial shipping cost).
Return Process:
Process Your Return
- Send your order number and return reasons to [email protected]. Including pictures of items in their original packaging can expedite approval.
- A Customer Experience Specialist will provide the correct return shipping address. Refunds will not be issued if the product is shipped to an incorrect address.
Packaging
- Ensure all components, including all packaging materials, are sealed in their original packaging.
Shipping
- Take pictures of the inside and outside of the packages as records. We strongly recommend insuring the package in case of damage during return shipping.
- Use a shipping carrier of your choice (you must prepay shipping costs). If it is a quality-related issue, we will refund shipping costs once it is confirmed.
- If choosing “Signature Required” upon delivery, ensure the shipping agent allows us to sign on the back of the notice for re-delivery.
- After shipping, send a picture of the receipt and tracking number to [email protected].
Upon receipt and inspection of the return, refunds will be issued within 10 business days. Email confirmation will be sent once the return is completed.
Exchanges
Exchanges are treated as returns and re-purchases. Customized items are not eligible for exchange.
Additional Details:
- We do not accept returns on custom modifications, such as track heads with extensions, or special order items not listed on our website.
- Customers are responsible for shipping costs unless items are defective. Items must be returned within 30 days of delivery in new condition with original packaging.
- Damaged or used returned products will not be refunded. Use an insured, traceable shipping method to return items.
Refunds
For returned items, it takes 5-10 business days to inspect for damage and restock. Refunds are issued accordingly. Damaged or used returned products will not be refunded. Please allow up to 30 days for credit finalization, depending on the bank and credit card company.
Returned products must be received before any refund is issued. No refund will be issued if products are not returned for any reason (e.g., customer refusal to send back or accept the package).
Order Cancellation
Customized items cannot be canceled. Non-customized orders can be canceled for free within 24 hours by replying to the order confirmation email. After 24 hours, a 5% processing fee applies if the products have not shipped. Once shipped, orders cannot be canceled.
Non-Qualifying Orders for Cancellation, Return, or Refund:
- Products labeled “Customized Invoice,” “Made to Order,” or “Final Sale”
- Special purchases such as Inventory Sale Items, Discontinued Items, and Custom Quotes
For questions, problems, or suggestions, contact us at [email protected]. We will respond as soon as possible.