After-Sales Service | Milanoluce Lighting

Reliable After-Sales Support For Global Crystal Lighting Clients

We Stand Behind Our Products — Solve Your Problems Efficiently, Anytime Anywhere

一、Our After-Sales Commitment

We provide 12-month global warranty for all crystal lighting products (starting from the date of delivery). During the warranty period, we will solve quality-related problems for free; for non-warranty issues, we also provide cost-effective solutions.

二、Common After-Sales Issues & Solutions

1. Logistics-Related Issues

① Transportation Damage

• Scenario：Crystal breakage, frame deformation, or hidden damage (e.g. loose crystal pendants) caused by transportation.
• Solution：
  1. Take photos/videos of the damaged package and product within 3 working days of receipt.
  2. Send the proof to our team via email/WhatsApp.
  3. We will:
     • Provide free replacement parts (crystal/frame) + shipping cost covered by us;
     • For severely damaged products, arrange re-delivery (we will coordinate with logistics company for compensation).

② Logistics Delay/Lost Package

• Scenario：Delivery delay due to customs clearance/port congestion; package lost during transportation.
• Solution：
  1. We will track the logistics status in real-time and update you.
  2. For delay: Negotiate with logistics company for expedited processing; compensate for reasonable losses (if applicable).
  3. For lost package: Arrange re-delivery or full refund (based on your choice).

③ Customs Clearance Issues

• Scenario：Customs detention due to missing documents/non-compliant certification.
• Solution：
  1. Provide supplementary documents (e.g. extended CO, certification translation) within 24 hours.
  2. Assist you in communicating with local customs; share cost of additional customs fees (negotiable for large orders).

2. Product-Related Issues

① Quality Defects

• Scenario：Crystal impurities/poor transparency; frame rusting/plating peeling; light flickering/non-illumination (non-human damage).
• Solution：
  1. Provide photos/videos of the defect + product serial number.
  2. We will:
     • Send replacement parts for free (including shipping);
     • For irreparable products: Arrange re-production or partial refund.

② Customization Mismatch

• Scenario：Non-standard products inconsistent with confirmed design (size/crystal style/color).
• Solution：
  1. Confirm the original design draft and received product.
  2. Re-produce the product for free (we bear all costs) or provide a full refund (based on your needs).

③ Missing/Wrong Accessories

• Scenario：Missing crystal pendants, bulbs, screws; wrong accessory models.
• Solution：
  1. List the missing/wrong accessories with photos.
  2. We will send the correct accessories via express (free shipping) within 3 working days.

3. Regional Adaptation Issues

① Voltage/Plug Mismatch

• Scenario：Product voltage (110V/220V) or plug type (US/EU/UK) does not match local standards.
• Solution：
  1. For voltage: Send compatible power adapters for free;
  2. For plugs: Send plug converters or replacement plugs (free of charge).

② Installation Problems

• Scenario：Difficult to install (e.g. ceiling load mismatch); installation manual in English (need small language translation).
• Solution：
  1. Provide detailed installation video guidance (with subtitles if needed);
  2. Recommend local installation partners (if we have resources in your region);
  3. Translate the manual into your language (e.g. Spanish/French/German).

4、How To Contact Our After-Sales Team?

We support 24-hour global response (adjusted for time zones):

• Email: info@milanolucelighting.com (reply within 8 hours)
• WhatsApp: +86-15999918063 (real-time communication)
• Online Form: Fill in the [After-Sales Inquiry Form] (below)

5、Warranty Exclusions

The warranty does not cover issues caused by:

1. Human damage (e.g. improper installation, intentional destruction);
2. Natural disasters (e.g. earthquakes, floods);
3. Unauthorized disassembly/repair of the product.

After-Sales Form Filling Guide
1. Your Basic Information (Required)
- Order Number: ______________ 
- Full Name: ______________
- Email Address: ______________
- Country/Region: ______________ 
- Contact Phone (Optional): ______________
2. Problem Type (Required)
□ Logistics Issue (Transportation damage/delay/lost package)
□ Product Quality Issue (Crystal/frame/light defect)
□ Customization Mismatch (Inconsistent with design)
□ Missing/Wrong Accessories
□ Regional Adaptation Issue (Voltage/plug/installation)
□ Other Issues: ______________ 
3. Problem Details (Required)
- Describe the problem (briefly):
  ______________
- Upload Proof (Photos/Videos):

4. Your Expected Solution (Optional)
□ Send replacement parts
□ Re-delivery of products
□ Refund (partial/full)
□ Technical guidance (installation/usage)
□ Other: ______________

Call to Action：If you encounter any after-sales problems, please contact us immediately — we will resolve them until you are satisfied!