At [Company], we are committed to providing high-quality products and exceptional service. In this section, we outline our commitment to product quality and provide detailed information about our order cancellation, refund, and return policies. With these policies in place, you can shop with confidence, knowing that your satisfaction is our top priority. If you have any questions or concerns, please contact our customer support team.

Section 1: Cancellation Policy

While we offer the most flexible return policy among global Philips lighting distributors, it is important to note that once you place an order (including payment of a deposit or full payment), your purchase is considered a final sale.

Before placing an order, please ensure that you know exactly what you want. Once you decide to make a payment, be fully prepared to proceed with your order. We recommend that you familiarize yourself with the product details before purchasing. If you have any questions, our customer support team will be happy to assist you!

Order Cancellation:

Our team begins packaging your product within 12 hours of receiving your payment, meaning that your product is already incurring labor and packaging costs.

Therefore, please ensure your order is correct before clicking the submit button.

(a) Canceling an order within 12 hours of purchase will incur a 5% transaction fee (PayPal or your bank charges; we do not charge any cancellation fees).

(b) Canceling an order 12-24 hours after purchase will incur a 10% cancellation fee to cover our costs.

(c) Canceling an order after 24 hours will incur a 20-30% cancellation fee, as further production and time costs have already been incurred.

(d) If the product has already been shipped, the order cannot be canceled. We appreciate your understanding.

  • If we have already processed your credit card shipping fee, that amount will be deducted from your refund.
  • PayPal refunds will be issued within 3-7 business days.
  • Credit card refunds will be issued within 7 business days, as banks require some time to verify.

Section 2: Return Policy

Inspect and Report Upon Receipt:

Before using the product, please thoroughly inspect the packaging for any damage. If the product is damaged due to misuse, you will not be eligible for any return or exchange services. Please use common sense and handle items correctly to avoid any damage to the product.

If you have any complaints or concerns, please contact us at any time within 24 hours. Please also provide as much detail as possible, including any pictures or videos, in such cases. Please email us at (email address). We will then work to resolve the issue.

We appreciate any feedback, as it helps us collaborate with the manufacturer to prevent these issues from recurring in the future.

Damage and Warranty:

In the following cases, we will offer a reshipment, remake, or partial refund:

  • Incorrect Product: If you receive a Philips lighting product that is entirely different from the factory image or website description, simply show us an unboxing video (including the entire product, shipping label, and outer carton). We will report and check with the factory and shipping company and arrange a new replacement for you.
  • Damaged Product: If the product is severely damaged, you should file a claim with the carrier when you receive the package. We will arrange for a replacement based on the extent of the damage. For minor damages, we will provide all necessary tools to help you repair the item.
  • Lost Package: If the tracking number shows that your package has been delivered, but you have not received any items, please contact UPS/FedEx and file a claim as soon as possible. To be safe, we add adult signature service to most packages (with possible exceptions).

Do Not Return Packages Directly:

Generally, Philips lighting products are not returnable. As a buyer, you wouldn’t want to purchase a lighting product that someone else has used, right? If you have a valid reason for returning the product, please ensure that the item is brand new. Our team will thoroughly inspect your Philips lighting product packaging, and if we find any violation of the return policy, no refund will be issued. In severe cases, we will report the matter to the credit agency.

  • Before returning Philips lighting products to us, ensure that the item is brand new and unused.
  • The shipping address on the packaging box does not apply to returning custom orders and in-stock orders.
  • If you wish to return a package, please contact us for further instructions.

Section 3: Refund Policy

Do Not Directly Initiate a Payment Card Claim/PayPal Dispute:

As a trusted and professional merchant, we value our customers’ interests and satisfaction. We are committed to providing reliable after-sales support and strive to ensure a worry-free shopping experience. We sincerely hope to build a long-term partnership with you and work together to resolve any issues.

When considering filing a dispute, we ask that you understand our commitment to providing you with the best shopping experience and resolving any issues or concerns you may have. We sincerely urge you not to file a dispute but to contact us directly. This way, we can address your concerns more quickly and provide an appropriate solution to ensure your satisfaction.

Initiating a dispute may lead to unnecessary costs and inconveniences, such as delayed refunds or refund processing fees. By contacting us directly, we can quickly address any issues and ensure a smooth and satisfactory shopping experience, avoiding unnecessary costs and inconveniences.

Refund Timeframes:

Once we agree to a cancellation or refund, depending on the situation, the refund will be issued via the original payment method or to your credit card/PayPal account.

Refund timeframes for different payment methods are as follows:

  • Credit Card/Debit Card: 6-10 business days
  • PayPal: 5-7 business days

If the standard timeframes listed above have passed and you still have not received your refund, please contact us to obtain a refund number, then reach out to your credit or debit card issuer or your bank for more information. Please do not directly request a refund (as this will further delay your refund). Refunds to your account depend on your bank.