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Effective Date: January 2025

At JNLED, we are committed to providing high-quality LED lighting solutions and ensuring complete customer satisfaction. This policy outlines our return, exchange, and warranty procedures.

1. Return Eligibility

1.1 Return Period

  • Standard Returns: 30 days from the date of delivery
  • Commercial/Bulk Orders: 45 days from the date of delivery
  • Custom/Special Orders: Non-returnable unless defective

1.2 Conditions for Returns

To be eligible for a return, products must meet the following conditions:

  • Items must be unused and in original condition
  • All original packaging, accessories, and documentation must be included
  • Products must not show signs of installation or use
  • Serial numbers must match our records
  • Products must not have been modified or altered

1.3 Non-Returnable Items

The following items cannot be returned:

  • Custom-made or special-order products
  • Products that have been installed or used
  • Items damaged due to misuse, negligence, or improper installation
  • Products purchased from unauthorized resellers
  • Clearance or final sale items

2. Return Process

2.1 Initiating a Return

  1. Contact our customer service team at returns@jnled.store within the return period
  2. Provide your order number and reason for return
  3. Wait for Return Merchandise Authorization (RMA) number
  4. Do not ship items without an RMA number

2.2 Return Shipping

  • Defective Products: JNLED covers return shipping costs
  • Change of Mind Returns: Customer is responsible for return shipping
  • Incorrect Items Shipped: JNLED covers all shipping costs
  • All returns must be shipped with tracking and insurance
  • Use original packaging when possible to prevent damage

2.3 Return Address

JNLED Returns Department
[Your warehouse address]
Singapore [Postal Code]
RMA #: [Your RMA Number]

3. Refunds & Exchanges

3.1 Refund Processing

  • Refunds are processed within 7-10 business days after receipt and inspection
  • Original shipping charges are non-refundable (except for defective/incorrect items)
  • Refunds are issued to the original payment method
  • Bank processing times may add 3-5 business days

3.2 Exchanges

  • Direct exchanges available for defective items only
  • For size/model changes, process as return and new purchase
  • Exchange shipping covered by JNLED for defective items

3.3 Restocking Fees

  • Standard returns: 15% restocking fee may apply
  • Opened electronic components: 20% restocking fee
  • No restocking fee for unopened items or defective products

4. Warranty Claims

4.1 Warranty Coverage

  • LED Panels & Downlights: 5-year warranty
  • LED High Bay/High Mast Lights: 5-year warranty
  • LED Floodlights: 5-year warranty
  • LED Track Lights: 3-year warranty
  • LED Strips: 3-year warranty
  • LED Drivers: 3-5 years (varies by brand)
  • Smart/Control Systems: 2-year warranty

4.2 Warranty Terms

Our warranty covers:

  • Manufacturing defects
  • Premature LED failure (beyond normal degradation)
  • Driver/power supply failures under normal use
  • Color temperature shifts beyond specifications

Our warranty does NOT cover:

  • Damage from improper installation
  • Environmental damage (unless product is rated for environment)
  • Normal LED degradation (L70 specifications apply)
  • Damage from power surges (unless surge protection specified)
  • Modifications or repairs by unauthorized personnel

4.3 Warranty Claims Process

  1. Email warranty@jnled.store with:
    • Order number and purchase date
    • Product model and serial number
    • Description and photos of the issue
    • Installation environment details
  2. Our technical team will review within 48 hours
  3. If approved, receive RMA for warranty replacement

5. Damaged or Incorrect Items

5.1 Damaged in Shipping

  • Report damage within 48 hours of delivery
  • Take photos of packaging and damaged items
  • Keep all packaging materials for carrier inspection
  • We will arrange replacement or refund immediately

5.2 Incorrect Items Received

  • Report within 5 days of delivery
  • We cover all return and replacement shipping
  • Expedited replacement shipping available

6. International Returns

  • International customers responsible for:
    • Return shipping costs
    • Import duties and taxes on replacements
    • Customs documentation
  • Extended return period: 45 days
  • Consider local distributor options for warranty service

7. Commercial & Trade Accounts

7.1 Special Terms

  • Extended 45-day return period
  • Dedicated account manager for return processing
  • Bulk return shipping arrangements available
  • Project-specific return agreements available

7.2 Professional Installation

  • Products must be inspected before installation
  • Post-installation returns only for manufacturing defects
  • Installation documentation may be required for warranty

8. Exceptions & Special Cases

8.1 Recalled Products

  • Full refund regardless of purchase date
  • Free return shipping provided
  • Expedited processing

8.2 Discontinued Items

  • Extended warranty support despite discontinuation
  • Comparable replacement offered if exact model unavailable
  • Store credit option at 110% of purchase value

9. Customer Support

Contact Information

  • Email: returns@jnled.store
  • Phone: [Your phone number]
  • Hours: Monday-Friday, 9:00 AM – 6:00 PM SGT
  • Response Time: Within 24 business hours

Required Information for Returns

Please have ready:

  • Order number
  • Product SKU/model number
  • Purchase date
  • Reason for return
  • Photos (if applicable)

10. Policy Updates

This policy may be updated periodically. Changes apply to orders placed after the revision date. Previous versions available upon request.

11. Dispute Resolution

11.1 Initial Resolution

We aim to resolve all issues directly with customers within 72 hours.

11.2 Escalation

Unresolved issues may be escalated to management for review.

11.3 Legal

This policy is governed by Singapore law. Any disputes shall be resolved in Singapore courts.

Important Notes

  • Quality Commitment: JNLED stands behind all products with comprehensive testing and quality control
  • Sustainability: We encourage proper disposal/recycling of LED products through authorized facilities
  • Technical Support: Free technical support available throughout warranty period
  • Bulk Orders: Custom return agreements available for orders over SGD $10,000

Last Updated: January 2025
Version: 1.0

For questions about this policy, please contact customer service at support@jnled.store

JNLED reserves the right to make final decisions on all return and warranty claims.