We sincerely hope that all our customers will like our lightings. However, we will be glad to help you if you are not satisfied with your purchase.
We suggest you to check up your parcel thoroughly when you receive the package. Make sure whether the items are the ones you purchase.
If you want to exchange or return the product, please make sure that the products in good condition. It means that they could sell again as a normal commodity but are not damaged or deformed, not stained, not used. Return the items together with the original package and original receipt or invoice.
How to return a DOA (defective on arrival) item
After receiving the package, you can easily return the defective items or items that are damaged.
If there are damaged items at the time of receipt, please contact us within 14 days after the delivery date and follow the procedure of the 14 days DOA product guarantee.
We may ask you to return the item if it has a high value. Please put all accessories in the returned packaging, such as cables, chargers, and batteries. We will ask you for payment if some or all of the accessories or components are missing. All return shipping fees will be borne by the buyer.
60 days conditional return policy
Within 60 days, if you are not satisfied with the products, we can arrange a partial refund, which will cover the price of the item minus the shipping fees.
You will be responsible for paying the return shipping fees.
As the value of the product declines with time, we can only offer partial refunds for items.
If a product is damaged or not working, please refer to our 14 Days Product Guarantee or the warranty of its category. The return package should contain all the accessories of this product, which should still be in brand new condition.
After 60 days from delivered
We DO NOT accept requests for a refund or a replacement after 60 days from the delivery date.
For more information, please contact our customer service.
Defective, Damaged, Mis-shipped, Lost Items:
(a) If the items we ship to you are defective, damaged or mis-shipped, you can change between partial/full refunds or exchanges (excluding accessories). For lost items, if there is inventory, we will re-ship you. Otherwise, you will get a refund.
(b) If you believe that the item was damaged during transportation, you must obtain a "Proof of Damage" document from your delivery company, which should be included in the returned package.
(c) Before returning a defective item, please contact us to receive the returned shipping address and other instructions. If you do not inform us in advance, we will not be responsible for the returned items.
Can I return items which I don't like and how to do it?
Hope you will be satisfied with every purchase you make. However, in some cases, a customer may want to return an item. If you do want to return the item, please contact our customer service for help.
Below are some important suggestions and reminders:
(a) Keep all the packaging materials and shipping notes. They are necessary for processing your return request.
(b) After sending back the product, please send us the tracking number and a copy of the shipping receipt. If we do not receive this information, we will have to wait until the product reaches our warehouse.
(c) Refunds will be returned to the same payment method you used to place this order. All intermediary fees and bank fees should be borne by the customer.
(d) If you find that the package is damaged or opened, you can refuse to sign the package. Accepting damaged or damaged packages may affect your return request.
(e) If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service such as DHL, UPS, TNT, FedEx.
(f) We can arrange a refund or a replacement of the product after you receive the defective item.
(g) Please place a note in the return package by including the following details to expedite your return request.
(h) If you refuse to deliver the package due to import duties or taxes, you shall be fully responsible for all costs of returning the item to us.
What we need from you:
Your order number;
The product ID or name and the quantity;
A short description of the problem.
(a) After your request is approved, our customer service will provide you with a return address, which is not our company's address or package address.
(b) Please send the item back to the return address as soon as possible, and then send us the tracking number.
(c) The item must be unused, undamaged and in its original packaging.
(d) All returns will be inspected. When we confirm that the product has the problem you mentioned, we will process the refund.
(e) If your request is not approved or the item returned is not acceptable, we reserve the right not to process the refund.
(f) When returning items, it is recommended that you use the local postal service that provides tracking information and customs forms. After receiving your package, we will start processing your return, which may take 3-5 business days. After processing, we will contact you and refund you. For any help on how long the refund will take, click here to contact us.
Any purchase made on runnup.com indicates that you have read, understood and agreed with our return policy above. We reserve the right to change or improve this policy.
The changes will be updated in the relevant sections of the forum or help center.