Frequently asked questions
Return Policy

General Policy

1.We sincerely hope that all our customers will like our home lighting. However, we will be glad to help you if you are not satisfied with your purchase.
2.We would suggest you to check up your parcel thoroughly when you receive the package. Make sure whether the items are the ones you purchase. 
3.If you want to exchange or return the products, please make sure that the products are 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.
4.If you need a return or exchange, please contact our customer team BEFORE returning. Runnup will not be responsible for returned items if you do not notify us in advance. If you find yourself in this situation, please contact us as soon as possible to submit your request.

DOA (dead-on-arrival, defective-on-arrival, or damaged-on-arrival) Items Return Policy
After receiving the package, you can easily return the defective or damaged items. If there are damaged items at the time of receive, please contact us within 14 days after the delivery date and follow the 14-day DOA product guarantee. Some information will be needed from you:
1.The order number and item number 
2. A photo or video to show the issue 
3. A photo or video of the shipping label and the original packaging
We will review your claim and contact you if we need more information. If your request is approved, we will arrange a replacement part or a partial refund of the defective product. We will pay for the defective part through a replacement part or a partial refund of the defective product. 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 responsible by the buyer.
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.
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.

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.

Policy of Return 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. 

Mis-shipped, Lost Items Return Policy
If(one or more of)the items we ship to you are mis-shipped, you may claim partial/full refunds or exchanges (excluding accessories). If(one or more of)the items we ship to you are lost, we will re-ship you if there is inventory. Otherwise, you will get a refund. If you need such service, please contact us within 14 days after the delivery date.

Below are some important suggestions and reminders:

1.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.
2.Keep all the packaging materials and shipping notes which are necessary for processing your return request.
3.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.
4.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 buyer.
5.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.
6.We can arrange a refund or a replacement of the product after you receive the defective item.
7.Please place a note in the return package by including the following details to expedite your return request.
8.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.

Here are some extra information you must know before you return:
1.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.
2.Please send the item back to the return address as soon as possible, and then send us the tracking number.
3.The item must be unused, undamaged and in its original packaging.
4.All returns will be inspected. When we confirm that the product has the problem you mentioned, we will process the refund.
5.If your request is not approved or the item returned is not acceptable, we reserve the right not to process the refund.
6.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 working days. After processing, we will contact you and refund you.
7.Custom products cannot be returned.

   Any purchase made on 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.