This policy applies to all studio lighting equipment purchased through our online store, including LED panels, softboxes, fresnel lights, ring lights, strobes, and related accessories. Our goal is to make returns and exchanges straightforward when products arrive damaged, incomplete, or otherwise unsuitable for your professional needs. Please read the following steps carefully to ensure a smooth resolution process.
1. Initiating a Return Request
To begin, reach out to our customer service team via email or the online contact form. Provide your order number, the name of the lighting product in question, and a concise description of the issue—whether it’s a cracked lens, non‐functional fan, missing diffusion panel, or any other defect. Including clear photographs or a brief video demonstrating the problem expedites the review. Once your submission is received, you will obtain a return authorization code (RAC) to reference in all further communications.
2. Receiving Authorization and Instructions
Following review of your request, you will receive an email containing the RAC and detailed packaging and shipping instructions. Please do not return any items until you have this authorization. If partial replacements (for example, a new power cable or diffusion panel) suffice, you may request just those components. Otherwise, you will be directed to return the entire lighting unit in accordance with the guidelines provided.
3. Packaging Returned Items
Proper packaging is vital to protect delicate components during transit. Whenever possible, pack each item in its original box along with any foam inserts or padding. If original packaging is unavailable, use a sturdy corrugated carton and wrap fragile parts—such as bulbs, fresnel lenses, and LED strips—in bubble wrap. Secure smaller accessories (grids, mounts, diffusers, cables) in sealed plastic bags. Place the RAC prominently on the exterior of the package and include a copy of your order confirmation or a printed note inside.
4. Shipping Arrangements
Customers are generally responsible for return shipping costs, except when the return is due to an error on our part (e.g., incorrect model shipped or factory damage). Choose a carrier that offers tracking and insurance to protect your shipment. Retain all receipts and tracking information until the return is complete. If we are covering return postage, you will receive a prepaid shipping label via email and instructions on how to affix it.
5. Inspection and Evaluation
Upon arrival at our returns facility, each package is logged under its RAC and entrusted to our Quality and Service Team. We verify that returned items match the authorized products and check for the reported defects or missing parts. Inspection covers mechanical and electrical functionality—testing power circuits, cooling fans, dimmer controls, and mount stability—as well as cosmetic condition, ensuring no new damage occurred in transit.
6. Resolution Options
Once inspection confirms eligibility, you may choose from the following outcomes:
- Replacement Unit: A brand-new or refurbished equivalent lighting unit sent in your original configuration.
- Component Exchange: Specific parts (e.g., replacement tubes, cables, lenses) shipped to you individually.
- Alternate Product: Exchange for a comparable lighting fixture of equal value, subject to availability.
- Store Credit: Credit equal to the returned item’s value, redeemable on any future purchase of physical equipment.
- Refund: A refund of the purchase price issued to your original payment method.
Please indicate your preference when initiating the return to streamline processing.
7. Special Considerations
Custom or limited‐edition fixtures, personalized engravings, and promotional bundles require individual assessment. If opened or modified, these items may qualify for partial exchange or credit only for the affected components. Consumable items—such as replacement flash tubes or modeling bulbs—are eligible for exchange only if returned in their original, unused packaging.
8. Communication and Updates
We strive for transparency at every stage. You will receive email notifications when:
- Your return is authorized.
- The package has been received.
- Inspection is complete.
- Your chosen resolution has been fulfilled.
Feel free to contact our support team with your RAC for real‐time status updates.
9. Policy Review and Updates
Our returns process is continually refined based on product innovations and customer feedback. This policy reflects current procedures; any updates apply to returns initiated after their publication. We encourage you to review this page before initiating any return to ensure you follow the most up‐to‐date guidelines.
Thank you for selecting our professional lighting solutions. We are committed to resolving any issues quickly and fairly, so you can focus on capturing outstanding commercial, art, and graphic imagery without hesitation.