Return & Refund Policy

Last updated: June 12, 2026

This Return & Refund Policy applies to OOOLights B2B decorative lighting samples, wholesale orders, custom projects, OEM/ODM orders, private label orders, and seasonal lighting programs. Because many products are made to order or customized for business buyers, return and refund conditions are different from retail consumer purchases.

1. General B2B Policy

Confirmed B2B orders are produced, packed, labeled, and shipped according to agreed specifications. We do not accept no-reason returns or refunds for custom, made-to-order, OEM, ODM, private label, sample-approved, or bulk production orders.

Before placing a bulk order, buyers are encouraged to confirm product specifications, samples, packaging, labels, certification documents, and destination requirements.

2. Non-Returnable Items

The following items are generally not eligible for return without a confirmed quality issue:

Custom products, OEM/ODM items, or private label products
Products made according to buyer-approved samples or specifications
Products with custom packaging, labels, logos, manuals, barcodes, or market-specific requirements
Bulk wholesale orders after shipment, unless a quality issue is confirmed
Products damaged by misuse, incorrect installation, modification, abnormal storage, or buyer handling
Products affected by normal wear, improper voltage, water damage beyond rated use, or unauthorized repair

3. Quality Issue Claims

If you receive defective goods, wrong products, missing items, or goods damaged during shipping, please contact us within 7 days after delivery. For hidden defects that cannot reasonably be found at delivery, contact us as soon as possible after discovery.

Please provide:

Order number, invoice number, or quotation reference
Product model, quantity affected, and carton information
Clear photos and videos showing the issue
Photos of labels, cartons, packaging, and shipping marks
Description of how and when the problem was found
Testing details if the issue involves lighting function, charging, battery, solar panel, wiring, or controller behavior

4. Review Process

After receiving the claim information, OOOLights will review the evidence and may check production records, inspection records, packing records, sample approvals, and shipping documents. We may request additional photos, videos, samples, or testing information before confirming a solution.

5. Possible Solutions

If a quality issue, wrong shipment, or shortage is confirmed, OOOLights may offer one or more of the following solutions depending on the situation and order terms:

Replacement parts
Replacement products in the next shipment
Repair or technical guidance where suitable
Credit toward a future order
Partial refund for the affected quantity
Other compensation agreed in writing

The solution will be based on confirmed responsibility, affected quantity, product value, shipping terms, and available evidence.

6. Refund Timing

If a refund is approved, the refund method and timing will be confirmed in writing. Refund processing time may vary depending on bank processing, payment method, currency conversion, and cross-border transaction requirements.

7. Return Shipping Costs

Return shipping costs are handled case by case. If the issue is confirmed to be caused by OOOLights, we will discuss a reasonable solution such as replacement, credit, partial refund, or return shipping support. If the issue is caused by buyer error, incorrect use, changed requirements, or no quality reason, return shipping and related costs are generally the buyer’s responsibility.

8. Cancellations

Order cancellation requests must be made as early as possible. If materials have been purchased, packaging has been printed, custom work has started, or production has begun, cancellation may not be possible or may require deduction of actual costs incurred.

9. Contact Us

For after-sales support, return review, or refund questions, please contact OOOLights:

Email: sales@ooolightspro.com
WhatsApp: https://wa.me/8613660854750