After-sales FAQ

Warranty varies by category. Basic lighting: ten years for Ruizhi II, MINI Cube, Line Shadow III and Phantom III; three years for the Red Sea II range; five years for Phantom tape and drivers. Decorative: five years for light sources and drivers, three years for bodies. Outdoor: the complete range is warranted for three years. Smart: three years for panels, five years for drivers, twenty years for the wiring series and three years for ecosystem products.

The above warranties apply to residential interiors. Products installed in hotels, clubs, entertainment venues, factories and offices carry a uniform three-year warranty. Quality faults under normal use are repaired or replaced free of charge within the warranty period; damage from impact, water ingress, unauthorised modification or non-compliant installation is not covered.

Submit a claim through the website service desk, a partner store or the after-sales hotline, describing the fault and providing proof of purchase. After verification, non-user-caused faults are repaired or replaced free of charge under policy.

Routine claims are acknowledged within two hours; simple faults are diagnosed remotely on the spot; complex faults and hardware failures are resolved and re-shipped within three working days.

Brand-new, unopened items that remain resaleable can be returned within seven days through the Tmall flagship store. The customer bears return freight for non-quality returns; the brand bears it for quality claims. Custom project products are excluded.

Yes — lifetime paid repair is available after the warranty period, and drivers, light sources and accessories can be purchased separately for as long as the products are in use.

Project orders receive a named after-sales contact plus scheduled inspections, free commissioning, priority fault handling and batch warranty cover.

Yes. A one-to-one remote session covers pairing failures, broken linking, dimming faults and system lag, with a technician guiding diagnosis and repair.

The head office backs distributors directly, taking on complex terminal faults, customer disputes and difficult cases through its technical and after-sales teams.

Genuine products carry a unique identifier. Provide the product code to official customer service to check authenticity, warranty period and manufacturing date.

Partner stores cover the major provinces and cities of China, with head-office online support behind them, so coverage does not depend on where the product was bought.