What does the 1-year warranty cover?

Our 1-year limited warranty covers manufacturing defects under normal use.

This may include issues such as LED light failure, power supply or controller problems, wiring connection defects, or structural issues caused by production quality.

Depending on the actual situation, our support may include repair guidance, remote technical support, replacement parts, or further after-sales solutions.

For large commercial decorations, returning the whole product is usually not necessary. In many cases, replacing LED strings, power supplies, controllers, cables, or other local parts can solve the issue more quickly and cost-effectively.

What is included in the warranty?

The warranty mainly applies to problems caused by manufacturing defects under normal use.

Typical warranty coverage may include:

• LED light strings that fail under normal use;
• Power supplies, transformers, or controllers with quality issues;
• Wiring or connector problems caused by production defects;
• Structural defects caused by manufacturing quality;
• Assembly or workmanship issues confirmed before shipment.

If you notice a problem after receiving the product, please contact us as soon as possible with clear photos, videos, and order information. Our team will review the case and provide the most suitable solution.

What is not covered by the warranty?

To avoid misunderstanding, the following situations are usually not covered by the free warranty:

• Damage caused by incorrect installation;
• Damage caused by improper use or failure to follow installation instructions;
• Human damage, impact, mishandling, or improper operation;
• Unauthorized modification or repair by the customer or a third party;
• Damage caused by extreme weather beyond the product’s design rating;
• Electrical damage caused by incorrect voltage connection;
• Normal aging, fading, wear, or long-term exposure;
• Structural damage caused by insufficient fixing, support, or maintenance;
• Damage caused by improper handling or storage after delivery.

If the issue is outside the free warranty scope, we can still provide paid replacement parts, repair suggestions, and technical guidance to help reduce your maintenance cost.

What should I do if my product arrives damaged?

If your product arrives damaged, please inspect the packaging and product condition as soon as possible after delivery.

If you find broken packaging, bent structure, damaged parts, lighting failure, or other visible issues, please contact us within 7 days after receiving the goods.

Please provide the following information if possible:

• Photos of the outer packaging;
• Photos of the damaged area;
• Photos of the whole product;
• Photos of the shipping label or tracking information;
• Unboxing video or on-site video;
• Order number or project name.

Please do not discard the packaging before the issue is confirmed. Shipping damage claims usually require clear photos, videos, and packaging evidence.

After reviewing the case, we will help evaluate the damage and provide a practical solution, such as replacement parts, repair guidance, or assistance with shipping claim documents.

Do you help with shipping damage claims?

Yes. If the damage appears to be related to transportation, we will help review the situation and provide necessary documents or supporting information for the shipping damage claim.

However, shipping damage must be reported quickly and supported with clear evidence. Photos of the damaged product, outer packaging, shipping label, and delivery condition are very important.

We recommend checking the goods immediately after delivery, especially for large commercial decorations and custom-made products.

If only part of the lights stop working, do I need to return the whole product?

In most cases, no.

Many of our commercial holiday decorations are designed with replaceable parts, such as LED light strings, power supplies, controllers, cables, connectors, and mounting accessories.

If only part of the product is not working, please send us photos or videos showing the problem area. Our team will help identify the possible cause and confirm which replacement parts may be needed.

This is usually a faster and more practical solution than returning the whole product, especially for large Christmas trees, light sculptures, street pole motif lights, walk-through displays, arch lights, and custom holiday installations.

Do you provide replacement parts?

Yes. We can provide replacement parts support.

Common replacement parts may include:

• LED light strings;
• Power supplies or transformers;
• Controllers;
• Connection cables;
• Connectors;
• Mounting hardware;
• Structural connection parts;
• Other parts based on the product design.

If the issue is confirmed to be caused by a manufacturing defect within the warranty period, we will provide suitable support according to the actual situation.

After the warranty period, we can still provide paid replacement parts and technical guidance.

Can customized products be returned?

Customized commercial decorations are usually not returnable without a confirmed quality issue.

Custom products are made according to approved drawings, sizes, colors, lighting effects, installation methods, usage scenarios, and project requirements. Because these products are produced specifically for one customer or one project, they are not suitable for standard returns.

Before production, we will confirm key details such as drawings, dimensions, colors, structure, lighting effects, and packaging requirements with the customer.

If the product has a confirmed manufacturing defect or is clearly different from the agreed specifications, we will actively help resolve the issue. Possible solutions may include repair guidance, replacement parts, partial adjustment, or another mutually agreed solution.

Are the products tested before shipment?

Yes.

Before shipment, our products go through necessary quality checks, including:

• Lighting test;
• Wiring inspection;
• Power supply and controller inspection;
• Structure inspection;
• Accessory quantity check;
• Packaging inspection.

For large or customized projects, we can provide photos or videos before shipment when needed. This allows customers to review the product condition before delivery.

Our goal is to identify and solve potential problems before shipment, reducing installation and usage risks for customers.

Do you provide installation guidance?

Yes. We can provide installation guidance based on the product type and project requirements.

Our support may include:

• Installation drawings;
• Labeled product parts;
• Wiring connection instructions;
• Installation photos or videos;
• Remote technical guidance;
• Use and maintenance suggestions.

For large commercial projects, such as giant Christmas trees, oversized light sculptures, walk-through displays, outdoor holiday scenes, or city square decorations, we can also discuss on-site installation support depending on the project location and requirements.

What should I check after receiving the goods?

We recommend checking the products as soon as possible after delivery.

Please check the following:

• Whether the outer packaging is damaged;
• Whether the product quantity and accessories are complete;
• Whether the main structure is bent or damaged;
• Whether LED strings, power supplies, controllers, and cables are complete;
• Whether the product can pass a simple power test before formal installation;
• Whether photos or videos can be taken during unboxing and testing.

If any issue is found, please contact us as early as possible. The earlier we receive complete information, the faster we can help identify the problem and provide a solution.

Do you provide support after the warranty period?

Yes.

Even after the 1-year warranty period, we can still provide after-sales support, including paid replacement parts, repair suggestions, wiring guidance, and technical consultation.

For commercial decoration products, many issues do not require replacing the whole product. Replacing a small part can often extend the product’s service life for many seasons.

We also recommend checking the lights, power supplies, cables, and fixing structure before each holiday season to make sure the product is in good working condition.

How long does after-sales support usually take?

We usually respond to after-sales requests within 24–48 hours on business days.

For urgent project issues before or during the holiday season, we recommend contacting us by email or WhatsApp and providing clear photos, videos, order information, and a description of the problem.

The more complete the information is, the faster our team can check the issue and provide a practical solution.

What information should I provide for after-sales support?

To help us handle your request quickly, please provide the following information when contacting us:

• Order number or project name;
• Product name or model;
• A clear description of the issue;
• Photos or videos of the problem;
• Photos of the installation environment;
• Power supply, voltage, and wiring information;
• Photos of the outer packaging and shipping label if the issue may be related to transportation.

Complete information helps us determine whether the issue is related to production, shipping, installation, or the usage environment. This allows us to provide a more accurate solution.

What is your after-sales support principle?

Our after-sales principle is simple: identify the problem first, then provide a practical solution.

For commercial projects, customers need clear communication and efficient support. We focus on helping customers solve real problems instead of creating complicated procedures.

Depending on the situation, our solution may include:

• Remote troubleshooting guidance;
• Repair or installation suggestions;
• Replacement parts;
• Support for shipping damage documentation;
• Maintenance suggestions for future use.

We want every customer to understand the after-sales process clearly before purchasing, and to feel more confident when receiving, installing, and using our products.