Returns & Refunds

Returns&Refunds

 

1.Privacy Policy

Thank you for choosing to be a part of our Morstar community. We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about this Privacy Statement or our practices with your personal information, please contact our sales representatives.

 

When you visit our website http://www.morstar.com (hereinafter referred to as "Site"), and more generally use any of our services (hereinafter referred to as "Service", including Website), we thank you for trusting us. personal information. We take your privacy very seriously. That's why we go to great lengths to ensure that the systems we use offer the most advanced security and the best encryption in the eCommerce market today. None of your information will be shared with anyone or any company. Our goal is to make your online experience a pleasant one so that you come back to our site again and again.

 

 

2.Hours of Operation

Order online thru our Website which is open for business 24 hours a day, 7 days a week. Morstar customer service is available toll free at 1-877-977-3732 from 8:00am to 6:00pm EST Monday thru Friday excluding holidays to answer any questions.

 

3.Cancellation and Return Policy

You may cancel an order by logging into your account at any time before the order is complete.

If you intend to cancel an order that has already shipped, you will be responsible for the original shipping charges and any additional costs incurred during the return process.

You can return any still unopened new product purchased from Morstar within 30 days of purchase for a full refund. After 30 days, if the customer misrepresents the condition of the product, Morstar reserves the right to test the return and charge the customer a fee equal to 25% of the sale price of the product.

Any returned product that is damaged due to customer misuse, missing parts, or in an unsalable condition due to customer tampering will result in the customer's request for credit being denied. Returns after 30 days will not be accepted.

 

Special Orders and Special Order Items

A special order is an order containing fixtures that Morstar does not currently have in stock. These fixtures could be CCTs that Morstar doesn't normally carry, fixtures with different material colors and/or items that need to be ordered directly from the Chinese factory.

The delivery time is usually 8 to 10 weeks, but it may vary according to the production cycle of different products after the order is confirmed and the deposit is paid.

All special orders require a 30% non-refundable down payment. The customer needs to pay the remaining 70% before receiving the product.

If you decide to cancel a special order, the 30% deposit is non-refundable. If you would like to return a special order item after delivery, please contact your sales representative and we will discuss the situation on a case by case basis.

For more information and details, please contact your sales representative. "

 

4.Payment method

PayPal

Payment email: catherine@morstar.com

Morstar accepts Visa, MasterCard, Discover and American Express credit cards. Your card will be billed when your product ships. Morstar also accepts PayPal. International orders must be paid for by wire transfer and confirmation of receipt is required before Morstar can ship your order.

 

5.Warehouse address

Address Line 1: 12868 Farmington Road

City: Livonia

Zip Code: 48167

 

6. LED Lighting Limited Guarantee

Morstar is proud to offer one of the best customer service experiences in the industry.Our products offer a 5 year warranty on material and process defects from the date of purchase (assuming proper and correct use).We attach great importance to our customer relationship and we hope that our products also provide a good user experience.

 

If the product fails, we are happy to help you provide a replacement product or credit credential.

For more information, please read our warranty terms and conditions.

To start warranty claims, email sales1@morstar.com to contact our sales representative.We will provide additional information within 24 hours of receiving your request.

 

Note：

• For any products not listed above, please contact Morstar for warranty information.

Any product labelled as a warehouse enjoys a five-year warranty or the term specified in the product data sheet, depending on the shorter one.

• Guarantee based on up to 16 hours/day operating time and ambient temperature of -27°F to 104°F

All products are guaranteed to be used and installed correctly in accordance with the instructions in the product instructions.

• Products sold at special prices or final sales may be subject to different warranty terms and conditions.

 

Limitation of liability

Under no circumstances shall the Seller be liable for any damage, consequential damage, indirect damage, incidental damage, legal damage, punitive damage, profit loss, loss of income, default or usage loss, even if it has been informed that such damage may occur.The Seller's liability for damages caused by the Product or related to the Product shall in no case exceed the purchase price of the Product for which the claim arises.To the extent permitted by applicable law, regardless of whether the Seller’s liability arises or arises from a breach of a contract, a violation of a warranty, an act of infringement (including but not limited to negligence, serious misconduct, malicious or intentional acts), these limitations and exclusions shall apply, by law, or otherwise.

7.Transportation method and delivery time

Small orders are shipped via UPS and large orders by freight.All orders and accelerated orders outside the United States will be charged an additional fee.

Time of Delivery

The shipping and handling costs of the order will be determined at the time of shipment.Orders are shipped Monday to Friday (generally 2-5 days shipping) and if orders are received before 3:00 p.m. (for selected carriers), all inventory goods will be shipped on the same day.

 

*** Due to COVID-19, many freight companies have encountered delays in delivery.We continue to do our utmost to remove products from our warehouses and will help address delays caused by shipping companies.

Damage or deficiency during transport

We understand that something can happen during transportation.All we need is information and timely notification.

Please check the package or tray upon arrival.If you find the following, please make sure to take a photo at the time of receipt and indicate on the delivery note "Damaged item" or "Lack of goods":

The number of boxes does not match the ticket or packing note.

The container has been damaged or the packaging has been opened.

At the time of arrival, there is no original photo of the wardrobe or it is significantly different from the original image.

Once the pictures are ready, please contact our sales representative by email within 24 hours of receipt, and any delay in reporting may result in the claim being rejected.

Receiving the wrong product

If you receive the incorrect product, please notify your sales representative immediately and provide relevant pictures as soon as possible when convenient.We will ship the right product to you and may provide a return label according to the shipping situation.

Standard shipping costs

Orders over $3,999 will add freight cost $14.95/unit;

orders on or below this amount will add freight cost $24.95/unit. (Free shipping for accessories if coming with fixtures.) Lower 48 States Only

 

Customers can also contact our sales representatives to provide and use their own shipping account (FedEx account only).

Additional shipping costs

If you need any additional transportation services after the goods have been transported, you will be charged separately at the following rates:

Lift door service: $150

Re-delivery: Business address is $85/track, and any other type of address (including residential addresses, construction sites and all other special types of addresses) may apply for $150/tracker.To avoid this cost, tell your sales representative you need to make an appointment.

Residence address: $60 per ticket

Delivery notification or booking request: $60 per batch.When booking items, this fee is available with a discount.

Internal Delivery: $100 per tray

Change of address - Small package: $25 per package

Change of address - Delivery: $25 plus shipping fee difference

The charges for other services not listed will be borne by the carrier.