Refund, Return & Warranty Policy

Thank you for choosing LightCom.

LightCom supplies industrial, emergency, and custom-configured communication equipment. Many of our products are built, configured, programmed, modified, or ordered specifically for a customer’s project. Please review this policy carefully before placing an order.

By placing an order with LightCom, the customer acknowledges and agrees to the terms below.

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1. Returns and Refunds

Returns may be accepted within 10 days of delivery only for unused, non-custom, regular-stock items.

To be eligible for a return, the product must be:

• unused and not installed;

• in its original condition;

• in the original packaging;

• complete with all accessories, manuals, cables, and parts;

• accompanied by proof of purchase;

• approved in advance through LightCom’s written RMA authorization process.

Approved returns of eligible non-custom products may be subject to a restocking fee of up to 25%, depending on the product condition, packaging, inspection results, and administrative costs.

Refunds are not available for:

• custom-built or special-order products;

• non-stock products ordered specifically for a customer;

• products programmed, configured, branded, modified, or manufactured for a specific customer or project;

• installed or used products;

• products damaged by misuse, incorrect installation, improper wiring, improper storage, or unsuitable operating conditions;

• products returned without prior written authorization;

• sale or clearance items;

• items returned more than 10 days after delivery.

All custom-built, special-order, programmed, configured, branded, modified, or non-stock products are considered final sale and are not eligible for return or refund unless confirmed defective under warranty.

Shipping, handling, customs duties, taxes, payment processing fees, bank fees, and other non-product charges are non-refundable.

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2. Order Cancellation

Orders for custom-built, special-order, programmed, configured, branded, modified, or non-stock products cannot be cancelled once procurement, production, programming, configuration, customization, or manufacturing has started.

If a cancellation request is approved before production or procurement begins, LightCom may deduct any payment processing fees, administrative costs, supplier charges, engineering costs, or other expenses already incurred.

LightCom reserves the right to determine whether an order is eligible for cancellation.

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3. Warranty Coverage

LightCom products are covered by a limited warranty against defects in materials and workmanship under normal use and proper installation.

Unless otherwise stated in writing, the standard limited warranty period is two years from delivery. Warranty terms may vary depending on the product model, manufacturer warranty terms, quotation, invoice, or written offer.

During the warranty period, LightCom may, at its discretion, arrange one of the following remedies if a defect is confirmed:

• repair of the product;

• replacement of defective parts;

• replacement of the product;

• manufacturer warranty service;

• another reasonable solution approved by LightCom in writing.

Warranty coverage does not apply to:

• improper installation, wiring, mounting, or commissioning;

• unauthorized repair, modification, disassembly, or refitting;

• incorrect power supply, voltage, polarity, grounding, or network connection;

• physical damage caused by the customer, installer, contractor, end user, or third parties;

• water damage, fire, lightning, natural disaster, vandalism, accident, corrosion, or other external causes;

• use outside the specified operating environment;

• use with incompatible equipment, accessories, software, networks, or services;

• damage caused by third-party systems, site infrastructure, or communication providers;

• missing, removed, altered, or damaged serial numbers, labels, or identification marks;

• normal wear and tear;

• consumable parts, unless otherwise stated in writing.

LightCom is not responsible for failures caused by third-party networks, SIP servers, PBX systems, cellular carriers, SIM cards, internet service providers, power systems, wiring, elevators, alarm panels, access control systems, or other site infrastructure.

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4. Warranty Replacement

If a confirmed hardware defect is reported within 90 days of delivery, LightCom may arrange replacement of the product or affected part, subject to inspection, troubleshooting, and approval.

After 90 days, warranty service may be handled through repair, parts replacement, manufacturer warranty service, or another remedy approved by LightCom.

Advance replacement is not guaranteed and may be provided only at LightCom’s discretion.

To process a warranty claim, the customer must provide:

• order number or invoice number;

• product model and serial number;

• detailed description of the issue;

• photos, videos, test results, wiring information, configuration screenshots, or other supporting information;

• confirmation of installation conditions when requested;

• any additional information reasonably required to evaluate the claim.

LightCom may require remote troubleshooting, photos, videos, wiring confirmation, configuration screenshots, SIM or network status information, or test results before approving an RMA, return, repair, or warranty claim.

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5. RMA Requirement

All returns, repairs, and warranty claims require prior written authorization from LightCom.

Please do not ship any product back without receiving an RMA authorization and return instructions.

Products returned without authorization may be rejected, returned to the customer, delayed, or disposed of at the customer’s expense.

Issuance of an RMA does not guarantee refund, replacement, or warranty approval. Final resolution is subject to inspection, testing, and confirmation by LightCom or the manufacturer.

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6. Shipping for Returns and Warranty Service

The customer is responsible for shipping the product to the designated repair or return location, unless otherwise agreed in writing.

LightCom is not responsible for loss or damage during return shipping. We recommend using a reputable carrier, proper packaging, tracking, and insured shipment.

Return shipping costs, customs duties, import fees, brokerage fees, taxes, and related charges are the customer’s responsibility unless otherwise agreed in writing.

If a warranty claim is approved, LightCom may, at its discretion, cover the cost of shipping the repaired or replacement product back to the customer. This does not include installation, removal, reinstallation, customs duties, taxes, brokerage fees, or other site-related costs unless specifically agreed in writing.

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7. Inspection and Resolution

Once the returned product is received and inspected, LightCom will notify the customer whether the claim is approved or rejected.

If approved, LightCom may provide one of the following remedies:

• repair of the product;

• replacement of defective parts;

• replacement of the product;

• manufacturer warranty service;

• partial refund or credit, only if specifically approved in writing.

If the product is found not to qualify for warranty service, repair may still be available at the customer’s expense.

If the returned product is found to be working properly, damaged by misuse, incorrectly installed, altered, or outside warranty coverage, the customer may be responsible for inspection fees, testing fees, repair costs, return shipping, and any related charges.

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8. Installation, Programming, and Site Costs

The customer is responsible for all installation, removal, reinstallation, programming, configuration, field labor, contractor costs, site service costs, testing, permits, and related expenses unless otherwise agreed in writing.

LightCom does not cover labor, travel, lift rental, electrician fees, elevator technician fees, IT/network support fees, cellular carrier fees, SIM card fees, SIP/PBX provider fees, or other third-party service costs as part of any return, refund, repair, or warranty claim.

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9. Product Compatibility and Customer Responsibility

The customer is responsible for verifying that the product is suitable for the intended application, installation environment, communication network, power source, mounting location, code requirements, and third-party systems.

LightCom may provide recommendations based on information supplied by the customer, but the customer remains responsible for confirming final compatibility with site conditions, local regulations, installers, contractors, authorities having jurisdiction, carriers, SIP providers, PBX providers, elevator service companies, and other third parties.

For cellular, SIP/VoIP, analog, elevator, alarm, or network-based products, proper operation may depend on third-party services and infrastructure that are outside LightCom’s control.

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10. Lead Times and Delivery

Production, configuration, testing, and delivery times are estimates unless expressly confirmed in writing.

Delays may occur due to manufacturing, testing, supplier delays, customs clearance, carrier delays, holidays, weather, force majeure events, or other factors outside LightCom’s direct control.

LightCom will make reasonable efforts to provide accurate updates, but estimated lead times do not guarantee a specific delivery date unless expressly agreed in writing.

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11. Limitation of Liability

LightCom’s responsibility for defective products is limited to repair, replacement, manufacturer warranty service, approved credit, or approved refund at LightCom’s discretion.

LightCom is not responsible for indirect, incidental, special, consequential, punitive, or business interruption damages, including but not limited to:

• loss of revenue;

• loss of profit;

• downtime;

• project delays;

• installation labor;

• removal costs;

• reinstallation costs;

• programming costs;

• contractor costs;

• communication service fees;

• cellular service fees;

• SIP/PBX service fees;

• inspection costs;

• penalties;

• claims from third parties;

• loss of use of the product or facility.

In no event shall LightCom’s total liability exceed the amount paid by the customer for the specific product giving rise to the claim.

12. Contact Us

For returns, warranty claims, or technical support, please contact LightCom before shipping any product.

Email: mike.strashnov@lightcom-telecom.com
Phone: +1 (267) 506-7283