We ordered a flush to ceiling light…
We ordered a flush to ceiling light which took a little time to arrive. This is expected because the company is based in Hong Kong. For those in Australia, their site is a .com and not a .com.au.
The light was not to our liking so we decided to sent it back for a refund. This is still an on going process, taking several weeks. Strangely, they offered one solution which was we'll refund half the cost and you can re-sell in Australia for the rest. Very strange. What reputable company does this???
The main thing to be aware with these lights is that they are NOT certified in Australia. All electrical items in Australia need to have the RCM mark (a triangle with a circle and tick). Google "The Regulatory Compliance Mark (RCM)" for more info.
To be fair, the lights they sell lights *may* be compliant but they need to be compliant AND certified (i.e, carry the RCM mark). The major problem is that qualified electricians CANNOT install the lights because they are not certified. If they do install, then they could loose their license. In addition, should a light catch fire and cause damage, the fact that an uncertified light was installed could void your home insurance.
The net upshot is be very careful. If you don't like the light, getting a refund is very problematic. The fact they are uncertified in Australia is more of a worry.
I'd recommend to the company, get your lights certified by the Australian authorities if you want to sell them here and adopt a "regular" refund policy.
Svar fra Pendantlightie
Hello Paul Merrill,
Thank you for taking the time to provide such detailed and candid feedback. We greatly appreciate your input, which helps us view our business from a customer's perspective and identify areas where we need to improve.
Regarding RCM certification and safety: Your question about the Regulatory Compliance Mark (RCM) is very important. We understand that Australian electrical standards are among the strictest in the world, and for good reason. While we strive to ensure our products meet high-quality standards, we take your concerns very seriously: meeting standards and obtaining specific market certifications are two different things. We are currently reviewing our product documentation to ensure we clearly communicate installation requirements to our Australian customers.
Regarding compliance, we take product safety very seriously. Our products comply with international standards, but we understand the importance of local Australian certification requirements and the concerns this may raise for customers and electricians. We have forwarded this feedback to the relevant internal departments for further review so that we can continuously assess how to better serve the Australian market.
Regarding the refund process: We understand your feelings – this does sound unusual. Our initial intention was to help customers save on return shipping costs and hassle, but we realize that this approach was not professional in this instance. Our goal was to find a quick solution, but we did not consider the potential negative impact of this method. We sincerely apologize for any inconvenience this may have caused you.
Thank you for sharing your experience and suggestions, and thank you again for taking the time to provide this valuable feedback.