24V Smart RGB Neon Rope Light –IP65, No Voltage Drop

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Shipping

1. How long will I receive my Item?

---We will usually take within 24hrs 1 business day Weekend rest to handle your order and arrange the shipment. Normally, you will receive your items in 5-7 business days. package trackable with a tracking ID, we will send it to your registered email.

USA Delivery: Estimated time shipped by UPS /Fedex/USPS. (Note: Not 100% guaranteed)

US EST: 5-7 days / US CST: 4-6 days / US PST: 2-3 days

We don't accept rush orders. Second-day delivery, or next-day delivery. EXPECTED shipping costs are double to three times the standard shipping fee we paid. So it may not be a good bargain for you. Please make a plan early and leave more time for waiting for package delivery, like 5-7 days within the US. 

2. What is your delivery area?
---US & Canada,  Free shipping all over the US and CA. 

--- UK and Germany, we ship from the Local warehouse and the CN warehouse, depending on our stock status.

---Besides the USA/Canada/Germany/UK, please contact us first, and we will confirm and reply to you as soon as possible.

3. How will my items be shipped?
---Item ships from LA warehouse: We mostly choose UPS and USPS as our carriers.

---Item ships from Canada warehouse: We mostly choose UPS and USPS as our carriers.

---Item ships from UK/Germany warehouse:  We mostly choose UPS and USPS as our carriers.

---Item shipped from China: DHL is our logistics partner.

4. Are they free of shipping?

--- USA, CA, all free shipping with no minimum order limit. Free shipping depends on whether we have local stock in the US and CA warehouses; if we don't have local stock, we may need to collect the shipping fee. 

---Other countries contact Shine Decor to confirm the shipping fee.

 4. If I order several items, will they be delivered at the same time?
---We will try to make all your items in one package, but sometimes our items are not always sent together for different warehouse stock quantity reasons. Once your item starts to ship, we will send the shipment notification email.

5. What can I do if I need to change the shipping address after the item has been shipped out?
---Sorry, we cannot change the shipping address when the item is in transit.

6. If what I received is not what I ordered, and I have a problem when using it, what should I do?
---Please feel no worries, please contact service@shine-decor.com for the right item shipping.

Return & Exchange Policy

I. Policy Overview

For your quick reference, different situations are summarized below:

II. 30-Day Unconditional Returns

We offer a 30-day unconditional return guarantee for retail orders. If you are not completely satisfied with your purchase, you may apply for a return within 30 days from the date of receipt.

Return Conditions

To ensure a smooth refund, returned items must meet all of the following conditions:

• Item Condition: The item must be uninstalled, unused, undamaged, and unwashed, in its original condition as received.
• Complete Packaging: Please use the original packaging for return whenever possible. If the original packaging is damaged, use adequate, sturdy packaging that protects the item. Damage caused by improper packaging may affect your refund eligibility.
• All Accessories Included: All accessories, gifts, manuals, etc. must be returned with the item.

Return Process & Shipping Costs

Please follow these steps:

• Submit a Request: Contact our customer service team via email at service@shine-decor.com, and provide your order number, returned product, photos, and return reason.
  
• Obtain a Return Label: Returns will be issued a return label by default. We will review your request within 1–2 business days, confirm your pickup address, inform you of the return shipping cost, and provide the return label. Attention: Please do not ship the item back without authorization, as this may cause delays or inability to process your refund.
  
• Ship the Item Back: Please ship the item within 7 days after receiving the return label.
  
• Refund Processing: Once we receive and inspect the return, we will process your refund within 1 business day. The refund will be credited back to your original payment method. The actual arrival time depends on your bank or payment platform (usually 3–5 business days).
  
  

Please Note: For non-quality-related returns, shipping costs are borne by the buyer! If the returned item does not meet the above conditions (e.g., installed, missing accessories, or damaged due to poor packaging), we reserve the right to reject your return or deduct depreciation, cleaning, or repackaging fees from your refund.

III. Quality Issues (Damaged or Defective Items Received)

We inspect all items before shipping. If you receive an item that is damaged during transit or has a quality defect, we apologize and will resolve the issue promptly.

Process

Please contact us within 7 days from the date of receipt via email at service@shine-decor.com, and provide:

• Order number
• Description of the issue
• Photos or videos showing the issue

After verification, we will arrange a solution immediately. If the damage is severe, we will directly arrange a replacement or refund.

IV. Exchanges

If you wish to exchange for a different color, size, or model, we are happy to assist.

Exchange Process & Fees

• Process: The application and return process for exchanges are the same as for "30-Day Unconditional Returns." Please contact customer service via email to obtain a return label first.
  
  
• Shipping Costs:

1. Non-quality-related exchanges: You are responsible for the shipping cost to return the item; the shipping cost for the replacement is covered by Shine Decor.
2. Quality-related exchanges: All shipping costs are covered by Shine Decor.
   
   

• Price Difference: If the new item is priced lower than the original, we will refund the difference. If the new item is priced higher than the original, you will need to pay the difference.

V. Custom Products

Important Note on Custom Products:

For all custom-made items, once production has begun, we cannot cancel the order, nor will we accept unconditional returns or refunds.

If a custom item has manufacturing defects, you are still covered under the "Quality Issues" provisions of this policy.

By placing an order for a custom product, you acknowledge that you have read, understood, and agreed to this term.

VI. 1-Year Warranty

Within 1 year from the date of receipt, if the product malfunctions due to non-human-caused damage under normal use per the instructions, we will provide a limited warranty.

Warranty Process & Important Notes

• Contact & Inspection: Contact us at service@shine-decor.com with your order number and video/photo of the issue. We will ask you to assist with troubleshooting and may require you to ship the product back for inspection.
  
  
• Fee Explanation:

1. If the issue is confirmed to be covered under warranty, we will cover the repair or replacement costs and reimburse your return shipping.
   
   
2. If the issue is not covered under warranty (e.g., human damage, unauthorized disassembly, normal wear, etc.), you will be responsible for all round-trip shipping costs, and the product will be returned as-is.
   
   

• Warranty Period: If a replacement is provided, the new product's warranty will continue from the remaining warranty period of the original product and will not restart.
  
  
• Non-original purchase channels: For items purchased through other retailers, please contact the original place of purchase.
  

VII. Return & Exchange Address

Attn: Jennifer Sun

Address: 1928 Tyler Ave STE N, S El Monte CA 91733

Phone: (213)-691-9254

VIII. Important Supplemental Notes

• Limitation of Liability: To the fullest extent permitted by applicable law, Shine Decor is not liable for any indirect damages, incidental expenses, or data loss. Our liability is limited to the amount you paid for the product in question.
  
  
• Right of Inspection: We reserve the right to thoroughly inspect returned items upon receipt to make the final determination of whether they qualify for a refund or exchange.
  
  
• Application of This Policy: This policy applies only to products purchased through the Shine Decor official website. For products purchased through other retailers or channels, please contact the original point of purchase.

LED neon rope light User Manual

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