To make a return/replacement request, please refer to the following instructions:

1. Customer must report their concern through email to info@fireflyelectric.com or via the Contact FELCO link under Quick Links

The report must contain the following information:

Customer Information

Product Details

  • Name
  • Address
  • Contact no.
  • Item code, name or description
  • Date of purchase
  • Sales invoice no.
  • Product picture

 

2. A FELCO customer service representative will contact the customer through email or call within three (3) working days upon receipt of the concern. Next steps/actions to be taken will be discussed with the customer.

3. The items must be returned using the original packaging and including the waybill sticker. Items must be safely packed before sending back to FELCO to avoid damages. Damages incurred that are not covered by the complaint will be charged to the customer.

4. Return and replacement processing:

 

No. of Days after items received

Condition

Action

Fees  and Pick-up/Delivery Arrangement

No. of Days to Process

Within 7 days

Damaged packaging

Return and refund

  • Free pick-up of items from customer
  • Pick-up - Arranged by FELCO

Up to 20 working days

Wrong items delivered

Defective product

Missing parts

After 7 days but within the warranty period


(Please refer warranty table)

Defective product

Minor repairs



  • Delivery fees charge to customer
  • Pick-up - Arrange by Customer based on agreed schedule with FELCO
  • Delivery - Arrange by FELCO




Up to 15 working days

Major repairs / Confirmation of availability of spare parts

Up to 25 working days*

Replace  if spare parts are unavailable

Replace with same or lower value product if purchased product is already phased out

Up to 20 working days

Out of Warranty

Defective product

Repair

1. Delivery fees charge to customer

2. Spare parts charge to customer

3 . Repair service - Free of charge

Up to 25 working days*

 

Guidelines/ Reminders:

1. Warranty period starts from the day item/s are received up to the specific duration provided in the warranty table below.

Lighting
Lamps
LED Bulb
Firefly Basic 12 months
Firefly Pro 18 months
Ecolum 3 months
LED Tubes
Firefly Basic 12 months
Firefly Pro 18 months
Ecolum 6 months
LED Smart Lighting Firefly Pro 12 months
LED Batten
Firefly Basic 12 months
Ecolum 6 months
Christmas lights 1 month
Desk Lamp 6 months
Lighting Fixture
LED Ceiling Lamp 6 months
LED Downlight
Firefly 12 months
Ecolum 6 months
LED Tracklight
Firefly Pro 18 months
Firefly Basic 12 months
LED Panel
Firefly Basic 18 months
Ecolum 6 months
LED Floodlight
Firefly Pro 18 months
Firefly Basic 12 months
Ecolum 6 months
LED Industrial
Firefly Pro 18 months
Firefly Basic 12 months
LED Streetlight
Firefly Pro 36 months
Firefly Basic 18 months
Ecolum 12 months
Metal Halide Floodlight
Lamps 6 months
Fixture 12 months
Streetlight 6 months
Downlight Fixture 12 months
Louvers Fixture 12 months
Lampholder 6 months
Emergency Light 6 months
Fans
Portable Fans 6 months
Exhaust Fans 12 months
Firefly Yellow Shield
Alcohol 6 months
UVC Light 6 months
Air Purifier 12 months
Humidifier 12 months
Air Cooler 12 months
Electrical
Switches and Outlets 6 months
Extension Cords
Regular Extension Cords 6 months
Power Extension Cords 12 months
Accessories 6 months
Circuit Protection 6 months
 

2. Replaced or repaired items  will still follow the original purchase warranty period.

Example:

If the item received on January 1 has a warranty of 6 months (or up to July 1), and the item was repaired on June 1, its warranty will still expire on July 1.

3. No. of days to process refers to the complete cycle -- from reporting of concern, up to refund or delivery of new or repaired items.

4. Repair time may vary depending on the extent of repair and availability of spare parts.