At LONSON, we are committed to delivering high-quality stage equipment and professional audio-visual products. We inspect all items thoroughly before shipment to ensure they meet commercial standards. However, if you receive a defective item, we have a clear procedure to address and resolve the issue.
1. Returns for Defective Products
Inspection Upon Arrival: Please inspect your shipment immediately upon delivery.
Reporting Defects: If you discover a manufacturing defect, operational failure, or damage caused prior to delivery, you must notify us within 7 days of receiving the goods.
Evidence Required: To process a defective product claim, please submit clear photos or unboxing video evidence showing the defect, along with your commercial invoice or order number, to our support email.
2. Solutions for Defective Items Depending on the specific situation and mutual agreement, we offer the following remedies for verified defective products:
Replacement Parts: We can ship free replacement components or spare parts via express courier with installation guidance.
Product Replacement: For major structural or functional defects that cannot be resolved via spare parts, a replacement unit will be provided with your next bulk order or dispatched accordingly.
3. Non-Returnable Conditions
Normal wear and tear resulting from standard usage of stage and special effects equipment.
Damage caused by improper installation, misuse, unauthorized modification, or failure to follow operational manuals.
Issues reported after the 7-day inspection window from the delivery date.
4. Contact Us for Claims For return requests or technical assistance regarding defective merchandise, please contact our after-sales team:
Brand: LONSON
Email: info@lonsenglobal.com
WhatsApp / Phone: +86 191 2877 9646