Return and Warranty Policy

To make a return/replacement request, please refer to the following instructions:

1. Customer must report their concern through email to info@fireflyelectric.com or via the Contact FELCO link under Quick Links

The report must contain the following information:

Customer Information	Product Details
Name Address Contact no.	Item code, name or description Date of purchase Sales invoice no. Product picture

 

2. A FELCO customer service representative will contact the customer through email or call within three (3) working days upon receipt of the concern. Next steps/actions to be taken will be discussed with the customer.

3. The items must be returned using the original packaging and including the waybill sticker. Items must be safely packed before sending back to FELCO to avoid damages. Damages incurred that are not covered by the complaint will be charged to the customer.

4. Return and replacement processing:

 

No. of Days after items received	Condition	Action	Fees  and Pick-up/Delivery Arrangement	No. of Days to Process
Within 7 days	Damaged packaging	Return and refund	Free pick-up of items from customer Pick-up - Arranged by FELCO	Up to 20 working days
	Wrong items delivered
	Defective product
	Missing parts
After 7 days but within the warranty period (Please refer warranty table)	Defective product	Minor repairs	Delivery fees charge to customer Pick-up - Arrange by Customer based on agreed schedule with FELCO Delivery - Arrange by FELCO	Up to 15 working days
		Major repairs / Confirmation of availability of spare parts		Up to 25 working days*
		Replace  if spare parts are unavailable
		Replace with same or lower value product if purchased product is already phased out		Up to 20 working days
Out of Warranty	Defective product	Repair	1. Delivery fees charge to customer 2. Spare parts charge to customer 3 . Repair service - Free of charge	Up to 25 working days*

 

Guidelines/ Reminders:

1. Warranty period starts from the day item/s are received up to the specific duration provided in the warranty table below.

Lighting	Lamps	LED Bulb	Firefly Basic	12 months
			Firefly Pro	18 months
			Ecolum	3 months
		LED Tubes	Firefly Basic	12 months
			Firefly Pro	18 months
			Ecolum	6 months
		LED Smart Lighting	Firefly Pro	12 months
		LED Batten	Firefly Basic	12 months
			Ecolum	6 months
		Christmas lights		1 month
		Desk Lamp		6 months
	Lighting Fixture	LED Ceiling Lamp		6 months
		LED Downlight	Firefly	12 months
			Ecolum	6 months
		LED Tracklight	Firefly Pro	18 months
			Firefly Basic	12 months
		LED Panel	Firefly Basic	18 months
			Ecolum	6 months
		LED Floodlight	Firefly Pro	18 months
			Firefly Basic	12 months
			Ecolum	6 months
		LED Industrial	Firefly Pro	18 months
			Firefly Basic	12 months
		LED Streetlight	Firefly Pro	36 months
			Firefly Basic	18 months
			Ecolum	12 months
		Metal Halide Floodlight	Lamps	6 months
			Fixture	12 months
		Streetlight		6 months
		Downlight	Fixture	12 months
		Louvers	Fixture	12 months
		Lampholder		6 months
	Emergency Light			6 months
	Fans	Portable Fans		6 months
		Exhaust Fans		12 months
Firefly Yellow Shield		Alcohol		6 months
		UVC Light		6 months
		Air Purifier		12 months
		Humidifier		12 months
		Air Cooler		12 months
Electrical	Switches and Outlets			6 months
	Extension Cords	Regular Extension Cords		6 months
		Power Extension Cords		12 months
	Accessories			6 months
	Circuit Protection			6 months

 

2. Replaced or repaired items  will still follow the original purchase warranty period.

Example:

If the item received on January 1 has a warranty of 6 months (or up to July 1), and the item was repaired on June 1, its warranty will still expire on July 1.

3. No. of days to process refers to the complete cycle -- from reporting of concern, up to refund or delivery of new or repaired items.

4. Repair time may vary depending on the extent of repair and availability of spare parts.