Last updated: May 18, 2026
SUPERCAN Light wants you to be fully satisfied with your purchase. This Refund Policy explains your rights to return products, the timeframe for refunds, and how to initiate a claim.
1. Return Window
You may request a return within 30 days from the delivery date for:
- Standard stock products (DMX players, LED bars, lasers, audio converters, PCBA modules) — unused, in original packaging, with all accessories.
- Products that arrived damaged in transit — within 7 days of delivery (with photo/video evidence).
- Products with a manufacturing defect not covered by warranty repair — within the 30-day window.
2. Non-Returnable Items
The following are non-returnable unless they arrive defective:
- Custom OEM PCBA orders made to your specification (custom firmware, custom PCB layout, custom enclosure, custom color/branding).
- Made-to-order configurations (e.g., non-standard cable length, custom DMX channel mapping, custom labelling).
- Products that show signs of installation, modification, electrical damage from misuse, or water damage on non-IP-rated units.
- Digital downloads and firmware files.
- Items not in original packaging or missing accessories/manuals.
3. How to Initiate a Return
Email [email protected] with:
- Your order number
- The item(s) you wish to return
- The reason for return (damaged, defective, no longer needed, etc.)
- Photos or video showing the issue (if applicable)
We will reply within 1-2 business days with a Return Merchandise Authorization (RMA) number and the return shipping address. Do not ship items back without an RMA. Unauthorized returns will not be processed.
4. Return Shipping Costs
| Return reason | Who pays return shipping |
|---|---|
| Defective / damaged on arrival / our error | SUPERCAN Light pays (we will provide a prepaid label or refund shipping cost) |
| Buyer’s remorse / no longer needed | Buyer pays return shipping |
| Wrong product ordered (buyer’s mistake) | Buyer pays return shipping |
5. Restocking Fee
For non-defective returns (buyer’s remorse), a 15% restocking fee applies to cover repackaging, retesting, and replenishment handling. This is deducted from the refund amount.
6. Refund Processing
Once we receive and inspect the returned product (typically within 3-5 business days of receipt), we will notify you of the refund decision by email.
- Approved refunds are processed to the original payment method within 5-10 business days.
- PayPal refunds usually appear within 24-48 hours.
- Credit/debit card refunds typically settle within 5-10 business days, depending on your bank.
- Bank transfer (BACS) refunds are processed within 5-10 business days to the originating account.
7. Exchanges
If you wish to exchange a product (e.g., different model, different DMX channel count), we treat this as a return + new order. Contact us to coordinate the exchange and we will hold the replacement order while the return is in transit.
8. Warranty Repairs (Separate from Refunds)
For defects that appear after the 30-day return window but within 12 months of delivery, products are covered under our 12-month limited warranty (see Terms of Service §7). Warranty service is repair or replacement, not refund.
9. Lost or Stolen Shipments
If your tracking shows “Delivered” but you did not receive the package, contact the carrier (FedEx) first to file a claim, then notify us. We will assist with the carrier claim and, if the package is confirmed lost, ship a replacement or issue a refund.
10. Cancellations Before Shipment
Orders may be cancelled for a full refund before they enter production or ship. Once a custom OEM order enters production, or once any order ships, the cancellation policy reverts to the standard return policy above.
11. Contact
Questions: [email protected] · Contact form
