Light Media | Customer service

CUTOMER SERVICE

Light Media Policy and Procedure

Please read Light Media policy and procedure document carefully prior to making a purchase from our company.

The purchase of any product from Light Media will be deemed as an agreement between you (the buyer) and Light Media (the seller), and it will be considered that you have read and agree to our policy.

Light Media Policy Changes

Light Media reserves the right to make minor amendments to its policy from time to time, and in Light Media sole discretion. BUT if we do then we will notify you by posting the amended policy on the Website or by emailing you of the nature of the modifications along with a link to the modified document so that you can review it. The changes will take effect on the date they have been released on our Website. All purchases made prior to any amendment of this document will be honored under the policy in effect at the time of purchase. Take note that only customers who have been subscribed to our e-mail list will receive a notification letter and will be informed about any changes concerning our policy. If you wish to join Light Media e-mail list you can click here to sign in. Otherwise it is your responsibility to ensure that you read this document and any additional amendments prior to any purchase.

Light Media takes the private nature of your personal information very seriously. We respect your privacy entirely, and therefore, our privacy policy is very simple and straightforward. It describes how we treat the information we collect when you visit and use the website available at www.lightmedia.ca. Please read this notice very carefully.

E-mail address and Newsletter

To facilitate the communication between both sides (seller and buyer) we ask for your e-mail address. We do not sell, share, or otherwise disclose your e-mail address to third parties. Under no circumstances do we bombard your e-mail account with unwanted advertisements

We publish an e-mail newsletter monthly. BUT your e-mail address is not automatically added to Light Media subscribe list. If you wish to join our e-mail list you can click here to sign in.

Telephone Number

When you order from us, we ask for a daytime phone number to facilitate the communication between both sides buyer and seller in case of any questions, problems, adjustments concerning your query, order and shipment. Take note: A daytime contact phone number is also important for shipping documents in case if there are delivery problems. The phone number you provide to us is given to the shipper for that express purpose, or will be added as contact information in our client’s database. Under no circumstances do we make unwanted marketing calls to your home or business. We do not sell, share, or otherwise disclose your telephone number to third parties.

Billing and Shipping Address

The billing and shipping address you have provided to us is kept in our clients list as part of your customer file. We do not sell, share, or otherwise disclose your address to third parties except as necessary to complete shipping documents.

Review and Access

Upon your request, we will provide you with a summary of the contact information we collect about you. You will have the opportunity to correct, update, modify or delete this information by sending an e-mail to support@lightmedia.ca.

Ordering Information

Placing Your Order:

Orders can be placed on-line, via fax, or by post. Once you have found the items you would like to buy the best way to order them is to use the appropriate item number which signifies the name of the product, its voltage, dimensions and color or other characteristics. Key words: item name (or item number), size, voltage, color, desired length*/height, quantity etc.
*Please, take note that the desired length must be in feet or in meters and divisible by the cutting unit length (if applicable).

Ordering examples:

Example 1: Led Neon Flex, voltage: 120V, size: 0.51"x1.06" or 13*27mm, color: red, length: 2ft or 61cm, quantity, 1piece.

Example 2: LNF-120-13/27-R, length 2ft or 61cm, 1pc

Example 3: Led bonsai, item №, color, dimensions etc.

Order Cancellations:

To cancel an order; notify us within 24 hours of your purchase, prior to when the order has been shipped. No penalty will be incurred for this reason and we will forward a full refund within 3-5 business days.

If your order is shipped prior to receiving your cancellation request, shipping charges will not be refunded to you.

Shopping Online

Please note that Light Media reserves the right to cancel any order due to stock availability or information errors. If you require assistance or have any questions, please email us at support@lightmedia.ca.

Stock Availability

If you have ordered an item which is out of stock, please expect a delay. In such a case it will take 1-14 business days to receive the goods from our supplier(s) and to ship them to the desired destination. If it will take longer, we will advise you. For more information about stock availability, please contact us by email.

Order Processing

Please note that financial institutions take up to 1 business day to process your transaction. It will take 1-3 business days to confirm your payment and shipping information. Once confirmed, your order will be shipped within 3-5 business days if all items are in stock.

For PayPal payment, as soon as PayPal has confirmed the payment and shipping information; orders will be processed immediately and shipped the same day when the items are all in stock. Please note that your shipping information must match your credit card billing information. Light Media reserves the right to cancel any order that does not comply with this notice.

It may take up to 5 business days to acquire inventory for out of stock items. Please call or email us regarding ETA (Estimated time of arrival) on special-order items before placing your order. If there will be a significant delay in shipping your order, we will contact you. Once your order is shipped, we will email you with a tracking number.

Order Tracking

Once we shipped your order, a tracking number will be sent to your email address. Therefore, please make sure your email address is correct. You can then visit either http://www.ups.ca or http://www.canadapost.ca to track your order. Please note that the tracking number is sent out the following day, and your order may already be out for delivery by the time you receive the email.

Payment options

Light Media accepts different payment methods: cash, business and personal checks, MasterCard, Visa, American Express, and direct Bank transfers. For additional payment terms or information please contact us.

Credit and debit card payments are only deducted once the item(s) ordered are confirmed to be in stock. We try our best to do this on the day of dispatch. Payments by check, wire transfers will be processed upon receipt and goods will only be dispatched when full payment has cleared.

Packaging Information

We package our product with commercial grade shipping supplies and all packages leave our warehouse in excellent condition. If your package is damaged or items are missing due to shipping damage, you must file a claim with Canada Post or UPS. Once the package leaves our warehouse all risk in the goods pass to you. We are not liable for any damage that may be occasioned by the package or goods once it leaves our warehouse. You must save your original packaging material when making a claim with Canada Post/UPS – if you do not, your claim may be refused. Any refused shipments will still be billed the full amount of the original order, including shipping charges, due to the customized nature of our product.

Shipping policy

Orders are typically shipped out within 3-5 business days*. Deliveries can take 3-7 days from processing to receive them depending where it is being shipped to. Shipments may require a signature upon receipt. If someone is not available to receive the package during regular business hours, provide a work address for shipments or advise us in the comments.

*NOTE: The shipping time depends on upon product availability. If the product is out of stock, we will supply it as soon as possible.

We presently ship via UPS or Canada Post. You may indicate your preference via email or phone. However, Light Media reserves the right to select the currier of its choice. All appropriate packaging materials are used to meet the shipping requirements of the curriers. Once your product(s) has been shipped, you will receive a shipment confirmation via email. Orders are shipped Monday to Friday (excluding holidays). Saturday delivery is not available. We cannot ship to P.O./A.P.O/F.P.O Box addresses.

If your package does not arrive within the specified time frame, please contact us via email or via phone and we will track the package for you. Light Media assumes no responsibility for shipping delays caused by delivery carriers or damages resulting from failure to receive merchandise on time. Our expected arrival date - also known as delivery date - is an estimate only. As a result, we cannot be held responsible for delivery delays once your package leaves our stock.

Shipping and handling will vary depending on the quantity, weight, dimensions and destination of the items in your order. Light Media does not cover duties and customs for international orders.

If you contact us after placing your order with the request to expedite your shipment additional shipping cost will apply to you. However, it is not guaranteed that the necessary change will be made to your order in time.

Customs:

It is your obligation to check what kind of customs fees apply. These fees enforced by your local customs office are your responsibility as buyer.

Return/Exchange Policy

Our aim is to build trust with our customers by honoring each return and by making the returns procedure as simple as possible.

For all returns or exchanges

Return policy options to consider*:

Refund (for example, returns accepted for full money back or store credit).

Exchange (for example, returns accepted for exchange)

Credit (for example, returns accepted for store credit)

Online Purchase Returns (most products purchased from this site may be returned, within 14 days of shipment, for a full refund).

100% 14 Days Satisfaction Guaranteed (for example, returns accepted, no questions asked) If you are not satisfied with any of the products you received, and wish to return or exchange one for another, you must notify Customer Service within 14 days after you receive your shipment.

Time Limit and proof of purchase (Products can be returned within 14 days with proof of purchase, which must be shipped with the item/s for a full refund, for example, returns accepted within 14 days after the item is delivered).

Light Media will not accept goods that are damaged as a result of misuse, we will only accept items that are unused and in resalable condition. Be sure that all original items are included with your return. You may be billed for any missing or damaged items.

Shipping and Handling charges are NOT refundable /creditable.

The cost of returning a product you no longer want (within 14 days) is your responsibility and must be sent via traceable courier service or dropped to our office personally.

You have the right to change your mind, but Light Media will not accept returns on any “Custom made product” as result of customer changing their mind. (See Custom made products below).

Custom made products are modified standard products by special client’s requirements, produced in such a way that they differ from their original state or standard format. Returned products are subject to inspection in every case. A refund will only be granted if they are defective, damaged or faulty and if any such condition (as described above) was a result of the manufacturing process or where such a condition is not repairable or exchangeable.

Returns or exchanges will not be accepted in case of missing items or special orders.

*For additional information about the return procedure please read the fallowing notice:

Return guidelines

Before You Return Products the following conditions apply:

In our effort to fully satisfy our customers we want to understand any problem that you may have had with a purchased item. If a return is necessary, you need to obtain a valid Return Authorization Number (RAN) first. All returns or exchanges have to be authorized by Light Media Customer service. Please do not send us any items back without contacting our customer service and getting a Return Authorization Number (RAN). Packages without a valid RAN written on the outside of the box will be refused and returned to sender. To obtain a RAN you have to email us at returns@lightmedia.ca.

Please Fill Out the Product Return Form.

Returns or exchange for any reason must be accompanied by a RAN and Product Return Form (PRF). Please be sure to put a copy of this form in the box with your return. Packages without PRF and a RAN will be returned to sender. To fill the Product Return Form please click here .

Include proof of purchase* and day-time phone number and brief note indicating whether you would like a refund or exchange in your package.

When returning items for refund or exchange, besides your RAN (Return Authorization Number) and PRF (Product Return Form), please be sure to include your proof of purchase, day-time phone number, and a brief note indicating whether you would like a refund or an exchange in your package. If you are requesting an exchange, please indicate which item you would like shipped, and complete shipping address.

*Proof of purchase (i.e. the original invoice or the original credit card slip or online receipt) is absolutely required for all returns/exchanges. Refunds will be credited to the original credit card number used. Important: If your original invoice date is more than 14 days prior, it is not eligible for refund.

The return must be made within 14 days of purchasing.

The 14-day return time period begins on the date products were received or delivered to your home or office in the case of an online order. If you are returning the item(s) by mail, your package must be postmarked within 14 calendar days from the original purchase/delivery date. Returned items can be exchanged for anything from our catalogue within 14 days of the day of original purchase/delivery. Customer is responsible for shipping order back to our warehouse.

Products must be returned using a traceable shipping method.

Packages must be sent to Light Media using a traceable shipping method (i.e. DHL, UPS, Purolator Courier or Priority Post). We cannot take responsibility for items lost while being returned to us due to unsecure shipping method.

Do not return any merchandise in any type of container or packages which will not protect the product from mishandling.

Always use a protective box. Do not return merchandise in envelopes or other flimsy packaging. Refund, exchange or credit will not be given for merchandise which arrives in damaged condition due to improper packaging. Items damaged during the return shipment due to inappropriate package will not be accepted and will be returned to sender. To prevent shipping damage, pack products securely in an EXTERNAL carton.

Products must be returned in original condition and in their original package.

The returned items or kits must be in original condition and in their original package and must contain ALL original materials, parts and accessories. Please do not write anywhere on the item or original manufacturers label or packaging. Be sure that all original items are included with your return. You may be billed for any missing or damaged items.

Refund receipt

To receive a copy of your refund receipt sent to you as confirmation, please advise us and include your mailing address.

Shipping charges will not be refunded.

Shipping and Handling charges are NOT refundable /creditable. If your order is shipped prior to receiving your cancellation request, shipping and handling charges will not be refunded to you.

It takes 1-3 business days on our side to process refunds and for banks - an additional 1-5 business day to credit back the funds. Please remain patient. For any extensive delay in receiving your refund contact us.

Warranty Information and Policy

Limited Warranty

Light Media products are covered by a limited warranty from defects in material and workmanship. This warranty does not apply if the products are damaged from shipment, handling, storage, accident, abuse, misuse, improper operation and violation of instructions, or has been modified in any way. Repair or maintenance attempted by anyone other than Light Media technician or an authorized agent voids this warranty.

If your product is not covered under warranty, we offer Repair Services, but it is not free of charge.

Light Media products* are guaranteed for 12 months from the date of purchase, however, the warranty is void if the goods when returned show signs of misuse, neglect, damaged caused by accident or the goods have been altered or modified electrically. For UNWANTED and FAULTY products please view our returns policy.

*Some exceptions** may apply.

**Warranty Exceptions are: goods that have been modified by the user, subjected to extreme temperatures, used in a way not intended by the manufacturer or overpowered/wrongfully powered, or "water resistant" lights being damaged by prolonged exposure to moisture. "Water resistant" and "water proof" are two different things.

Important: Proof of purchase is required to get warranty service.

Warranty on the replacement item

The warranty period on the replacement item continues from the original date of purchase and will be extended with the same number of days that are necessary for its repair (the time, where the product has been out of the buyer's hands for warranty repairs).

FAQ

What is LED?
LED or L.E.D. means light emitting diode.

What is LED Soft Neon?
LED Soft Neon or LED Neon Flex is a flexible lighting rope containing light emitting diode, covered in plastic jacket. This product is suitable for light design and decorative lighting elements. For more info about this product please visit our page LED Products.

What is LED strip?
LED Strip is flexible lighting self-adhesive strip that contains surface mounted components covered with silicon. Through the usage of the led strip can be achieved different lighting effects.

Can the LED soft neon and LED strip be cut?
Yes! You can easily cut the LED strips, but only on the marked place. Use a sharp cutting instrument.
For the LED Soft Neon you will need a special cutting instrument. It must be cut only on the indicated mark.

Once cut, is the strip still waterproof?
You need to cut it on the indicated place to keep its degree of “water resistance”. Once the cut is done Light Media recommend you to put some silicone sealant to the end to protect it from any humidity and water access.

What is the best way to mount LED Soft Neon, LED self-adhesive strip or LED horizontal strip?
Light Media offers mounting channels for the LED Neon Flex.
For LED self-adhesive strip you do not need any mounting channels or clips due to the strong 3M adhesive mounting tape on the back side of the LED strip. It is strong enough to hold it tight.
The horizontal LED strip requires cable ties, also known as zip ties, to be mounted under the car. For horizontal installation you will need some clips.

Do the LED products require transformers?
For the LED horizontal strip and the LED soft neon there is no need of a transformer if they are used only for car accent lights.
BUT if you intend to use LED lights where the tension is high as 110V, 220V, 250V you will need a LED transformer (adaptor or driver).

What is RGB LEDs?
The abbreviation RGB LED is used for Red Green and Blue Light Emitting Diodes.

What is LED controller?
Through a LED controller you can achieve different lighting effects, you can pause, set the color and many other options. For more information about LED controllers, please visit Light Media | LED Products | Аccessories.

How can I become a distributor?
If you wish to become a Light Media Distributor, please click on the Contact us link and fill out the appropriate form. Please provide your name, your company name, address and phone number. Please include some basic information about the size of your company and the type of markets you serve.

How can I get a quote?
If you wish to get a quote, please click on the Contact us link and fill out the appropriate form. Please provide your name, your company name, address and phone number. Please include some basic information about the size of your company and the type of markets you serve.

Can I get product samples?
Yes! You can order samples but they are not free.

Is there a money back guarantee?
Yes, we offer a 14-days money back guarantee on any unopened products. For more information about see Light Media return policy.

How are orders shipped? What shipping company do you use? Can you send to a P.O. Box?
Orders are typically shipped out within 5-10 business days*. Deliveries can take 3-7 days from processing to receive them depending where it is being shipped to. We presently ship via UPS or Canada Post. Orders are shipped Monday to Friday (excluding holidays). Saturday delivery is not available.
*NOTE: The shipping time depends on upon product availability. If the product is out of stock, we will supply it as soon as possible.
TAKE NOTE that we cannot ship to P.O./A.P.O/F.P.O Box addresses.

How do I know if my order has been shipped / received?
Once your product(s) has been shipped, you will receive a shipment confirmation via email. Shipments may require a signature upon receipt. If someone is not available to receive the package during regular business hours, provide a work address for shipments or advise us.

Questions
If you have any additional questions about this policy, another subject or about our website in general, please email us at support@lightmedia.ca.

Thank you for visiting Light Media.ca. We respect your privacy and appreciate your business.

Light Media,
Last update: 28.12.2010