Frequently Asked Questions (FAQ)

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

A1: The ordering process is very simple. First, browse our website and select the lighting products you like. Next, add the selected items to your shopping cart and click the “Checkout” button. Then follow the prompts to fill in your accurate delivery address, contact information, and select a payment method. After confirming that all order details are correct, submit the order and complete the payment. You will receive an order confirmation email shortly after successful payment.

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

A2: To ensure timely delivery, we process orders quickly. If you need to modify or cancel your order, please contact our customer service immediately (Email: moffattfinleyepo@gmail.com; Phone: +8615507535639). We can only assist with modifying your order (e.g., changing the delivery address, adjusting product quantity) or processing cancellation if the order has not been shipped. Once the order is dispatched, no modifications or cancellations can be made. You may refer to our return policy (see Q8-Q10) for further assistance.

Q3: Why was my order rejected?

A3: Orders may be rejected for the following reasons: (1) The selected product is out of stock; (2) There is an error in product pricing (e.g., incorrect pricing caused by a system glitch); (3) The delivery address or contact information you provided is incomplete or inaccurate; (4) We detect potential fraudulent activity associated with the order. If your order is rejected, we will send you a notification email explaining the specific reason, and any payment you have made will be fully refunded to your original payment method within 3-7 business days.

Q4: Do product prices include shipping fees and taxes?

A4: No, they don’t. The product prices displayed on our website only cover the cost of the products themselves (settled in the marked currency, such as USD or CNY), and do not include shipping fees, taxes (e.g., value-added tax, customs duties), or other relevant charges. Before you confirm your order, the system will automatically calculate and display the shipping fee based on your delivery address, product weight, and selected shipping method. Taxes are usually determined by the customs regulations of the destination country/region and generally need to be borne by you upon receipt of the goods (unless otherwise stated).

Q5: What payment methods do you accept?

A5: Currently, we accept the following payment methods: credit cards (Visa, Mastercard), PayPal, and bank transfers. You can select your preferred payment method during checkout. Please note that when using third-party payment services (e.g., PayPal), you need to comply with the relevant terms and conditions of the payment service provider.

Q6: Is my payment information secure?

A6: Yes, it is. We attach great importance to the security of your payment information and do not store your complete bank card details. All payment processes are handled by trusted third-party payment service providers that comply with international payment security standards (e.g., Payment Card Industry Data Security Standard, PCI DSS). These providers use advanced encryption technology to protect your payment data, ensuring that your information is not accessed, used, or disclosed without authorization.

Q7: How long will it take to receive my order after placing it?

A7: The delivery time depends on your destination country/region and the selected shipping method. Generally speaking, after the order is shipped: standard shipping (e.g., China Post) takes 10-20 business days, while express shipping (e.g., DHL, FedEx) takes 3-7 business days. Please note that these are only estimated timeframes, which do not include the 1-3 business days of order processing time, nor do they cover potential delays caused by customs clearance, natural disasters, or logistics disruptions. Once your order is shipped, we will send you a shipping confirmation email containing a tracking number, which allows you to check the delivery status in real time.

Q8: How can I track my order’s shipping status?

A8: After your order is shipped, you will receive a shipping confirmation email that includes a unique tracking number and a link to the official website of the corresponding logistics company (e.g., DHL, China Post). You can enter the tracking number on the logistics company’s official website to check the real-time location and delivery progress of your package. If you do not receive the tracking information within 2 business days after the order is shipped, please contact our customer service for assistance.

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

A9: If your package is lost or damaged during delivery, please contact us immediately and provide your order number and relevant evidence (e.g., photos of the damaged package/product, shipping tracking records). We will work with the logistics company to investigate the issue. If the package is confirmed lost, we can either resend the product to you free of charge or provide a full refund. If the product is damaged, we will arrange a return and refund or send a replacement according to your preference (please refer to our return policy for detailed rules).

Q10: What types of lighting products do you offer?

A10: We focus on the R&D and sales of various lighting products, mainly including: smart home lighting (e.g., smart ceiling lights, ambient light strips, eye-protection desk lamps), commercial lighting (e.g., restaurant lamps, retail store spotlights, hotel chandeliers), and customized lighting solutions. Our products are equipped with cutting-edge technologies, support intelligent control (compatible with Huawei HarmonyOS and Xiaomi Home), adopt full-spectrum LED light sources, and feature energy-saving designs, which can meet the needs of different scenarios such as home, office, and commercial spaces.

Q11: Do you provide warranty service for your products?

A11: Yes, we do. All lighting products come with a 1-year warranty service (unless otherwise specified for certain products). The warranty period starts from the date you receive the product. During the warranty period, if the product has manufacturing defects or malfunctions under normal use (e.g., failure to turn on, malfunction of the intelligent control function), we will repair or replace the product free of charge. The following situations are not covered by the warranty: damage caused by improper use, incorrect installation, accidents, or unauthorized modification (see Q12 for details).

Q12: What is not covered by the warranty service?

A12: The following situations are excluded from the warranty: (1) Damage caused by improper use (e.g., using the product beyond the rated voltage range) or incorrect installation; (2) Damage caused by accidents (e.g., dropping the product), natural disasters (e.g., floods), or external force impact; (3) Normal wear and tear of consumable parts (e.g., bulbs, batteries), unless the wear is caused by manufacturing defects; (4) Products that have been modified, repaired, or disassembled by unauthorized personnel; (5) Products without a valid order number or proof of purchase.

Q13: Can I return a product if I am not satisfied with it?

A13: Yes, you can. You may apply for a return and refund within 30 days of receiving the product, provided that: (1) The product is unused, in its original packaging, and in resalable condition (applicable to returns due to personal reasons, such as a change of mind); (2) The product is defective, damaged, or inconsistent with the order description (e.g., wrong model, wrong color). Please note that customized lighting products (made according to your specific requirements) and products that have been used, damaged, or modified by you are not eligible for return.

Q14: What is the return process?

A14: To return a product, please follow these steps: (1) Contact our customer service within the 30-day return period, providing your order number, photos of the product (to prove the issue), and a detailed description of the return reason; (2) Wait for customer service review. We will notify you whether the return application is approved within 3 business days; (3) If approved, please pack the product securely and ship it back to the return address provided by us.

Return shipping fee note: If the return is not due to our fault (e.g., the product has no quality issues), the return shipping fee shall be borne by you; if the return is caused by our mistake (e.g., defective product, wrong shipment), the return shipping fee shall be borne by us; (4) After we receive and inspect the returned product (confirming that it meets the return requirements), we will process the refund within 7 business days. The refund will be credited to your original payment method, and the actual arrival time of the refund depends on the payment service provider (usually 3-10 business days).

Q15: How long will it take to receive my refund?

A15: After we confirm that the returned product meets the return requirements, we will initiate the refund process within 7 business days. The time it takes for the refund to arrive varies by payment method: (1) Credit card payment: 3-10 business days (depending on the processing time of your card issuer); (2) PayPal payment: 1-3 business days; (3) Bank transfer payment: 5-10 business days. If you do not receive the refund beyond the above timeframes, please contact our customer service for consultation with your refund confirmation number.

Q16: How can I create an account on your website?

A16: Click the “Sign Up” button at the top right corner of our website, enter your email address, create a secure password (at least 8 characters long, containing both letters and numbers), and fill in other required information (e.g., name, phone number). After submitting the registration form, we will send a verification email to the email address you provided. Click the verification link in the email to activate your account. Once activated, you can log in to your account to track orders, save favorite products, and manage your personal information.

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

A17: If you forget your password, click the “Forgot Password” link on the login page, enter the email address associated with your account, and we will send you an email containing a unique password reset link. Click the link to set a new password. Please note that the password reset link is valid for 24 hours. If you do not receive the reset email within 1 hour, please check your spam/junk folder or contact our customer service to resend it.

Q18: How can I contact your customer service?

A18: You can contact us through the following channels: (1) Email: moffattfinleyepo@gmail.com (we usually reply within 24 business hours); (2) Phone: +86 15507535639 (Service hours: 9:00 AM – 6:00 PM Beijing Time, Monday to Friday); (3) Mailing Address: No. 107, 142 Nanpu Road, Huangpu Community, Xinqiao Subdistrict, Bao’an District, Shenzhen City, Guangdong Province, China. We are committed to resolving your questions and concerns as quickly as possible.