After-Sales Service

Dear Customer,

Thank you for your support and trust in idealphotonics. We are always committed to providing you with high-quality products and services.

To ensure you have a satisfactory after-sales experience during your purchase and use of our products, we have established the following after-sales service policy:

I. Service Content

1. Product Consultation and Technical Support

Our professional customer service team will provide you with product information consultation, technical guidance, and operational advice to help you better understand and use our products.

You can contact us through multiple channels, including our customer service hotline, email, and online customer service.

2. Return and Exchange Service

For products that meet the return/exchange conditions, you may apply for a return or exchange within 7 days of receiving the goods (for the specific return/exchange policy, please refer to the Return & Exchange Policy). We will process your application promptly and provide the corresponding return/exchange service.

The responsibility for return/exchange shipping costs depends on the specific circumstances (details can be found in the Return & Exchange Policy).

3. Repair Service

If you encounter product quality issues during use, we offer professional repair services. Please contact our customer service team promptly after discovering a problem, and we will arrange repair services based on the product's condition.

For products within the warranty period, we will provide free repair services (the warranty period and coverage are subject to the product manual). If the product is out of warranty, we will still provide repair support but may charge applicable repair fees.

II. Technical Team and Contact Information

1. Technical Team

idealphotonics has a professional, efficient, and enthusiastic technical team, including customer service staff, technical engineers, and repair technicians, who possess extensive experience and expertise. You can visit the Technical Support page to contact a technician or submit a technical support request form for assistance.

2. Contact Information

You can reach us through the following contact methods:

Phone: (852) 30786684

Email: info@idealphotonics.com

Online Customer Service: You can communicate with us through the idealphotonics Online Customer Service function.

Technical Request Form: Click here to submit a technical request form.

All the above contact methods are valid. Additionally, you can scan the QR code provided at the bottom of the website to follow our social media accounts and send us a private message for support.

III. Service Commitment

1. We commit to responding promptly after you submit an after-sales service request and conduct a preliminary review. If special circumstances require an extension of processing time, we will communicate with you promptly and explain the reasons.

2. Our service team will uphold a professional and responsible attitude to provide you with accurate and effective solutions. For complex technical issues, we will assign qualified personnel for in-depth research and analysis to ensure the problems are properly resolved.

3. During the after-sales service process, we will strictly comply with the company's relevant regulations and policies to protect your legitimate rights and interests. If you have any dissatisfaction or objections regarding our service, you can file a complaint through the customer service hotline. We will investigate and handle your complaint and provide timely feedback.

IV. Limitation of Liability

1. If we are unable to provide after-sales service on time due to force majeure (such as natural disasters, war, strikes, etc.), we will not bear related responsibilities. However, we will resume service as soon as possible after the force majeure event ends and notify you of the relevant situation promptly.

2. If malfunctions or damage are caused by improper operation by the user, self-repair, modification, or other non-product quality issues, we will not be responsible for free repair or returns/exchanges but will provide paid services based on the actual circumstances.

3. For after-sales service issues caused by third parties (such as logistics companies, suppliers, etc.), we will assist you in communicating and coordinating with the relevant parties but will not bear direct or indirect responsibility arising therefrom.

 

The final interpretation right of this after-sales service policy belongs to idealphotonics. If you have any questions or need further assistance, please feel free to contact us. We are always at your service!

Idealphotonics

December 25, 2025