These answers summarize our current Shipping Policy and Return & Refund Policy. If there is any difference, the applicable policy page controls.

1. What are the shipping fees?

For orders covered by our Shipping Policy, standard shipping is free. The shipping information applicable to your order is shown at checkout.

2. How long does delivery take?

Order handling generally takes 1–2 business days (Monday to Friday). Standard transit generally takes 14–20 days (Monday to Friday). Actual delivery time may vary by destination and carrier.

3. Can I change my delivery address?

Please contact us at support@pinglighting.de within 24 hours after placing your order. Once the shipment is in transit, we may be unable to change the delivery address.

4. Can I change or cancel an order for free?

You may request an order change or a free cancellation within 24 hours after placing your order. Please contact support@pinglighting.de as soon as possible. After dispatch, we may be unable to stop or change the shipment. If you no longer want the order, please accept delivery and contact us to arrange a standard return under our Return & Refund Policy.

5. Do you accept returns?

Yes. For orders covered by our Return & Refund Policy, the statutory 14-day right of withdrawal begins on the day after delivery. You must notify us by email within 14 days and then return the product within 14 days. Returns are accepted by mail only. Please contact us before shipping so we can provide the return address and instructions.

6. Who pays return shipping?

For every return accepted under our Return & Refund Policy, PING Lighting provides free standard return shipping, including returns for personal reasons and for damaged, defective, incomplete, or incorrectly delivered products. After approval, we provide a prepaid return label or another free standard return method. An expedited or alternative return method selected without our prior written approval is not reimbursed unless required by law.

7. Must the product be unused and in its original packaging?

No blanket unused, intact-label, or complete-original-packaging requirement is promised. Reasonable inspection in the same way as in a physical shop is allowed. Please handle the product carefully and keep the packaging and accessories where possible. The conditions in our Return & Refund Policy apply.

8. What if my product is damaged, defective, incomplete, or incorrect?

Contact support@pinglighting.de as soon as reasonably possible. Where possible, provide your order number, a description of the problem, the shipping-label photo, photos of the outer packaging, photos or a video of the damage or defect, and a photo of all components received. Please report transport damage preferably within 7 days. Depending on the circumstances, we may offer a repair, replacement, missing component, price adjustment, or refund, and we cover the reasonable return and replacement costs for qualifying cases.

9. Do you charge a restocking or handling fee?

No. For an eligible return that complies with our policy, we charge no restocking, cancellation, handling, administration, or standard return-shipping fee.

10. When will I receive my refund?

After we receive and inspect the returned product, an eligible refund is processed within 7 business days. The refund is issued to the original payment method.

11. Which payment methods are available?

The payment methods available for your order are displayed during checkout. You can choose an available method there.

12. What should I do if a parcel is damaged in transit?

Take photos of the parcel after delivery and email them to support@pinglighting.de. Our support team generally responds within 24–48 business hours. Please also check your spam folder.

13. How can I contact customer service?

Trade Name: pinglighting.de
Registered Address: Room 111, No. 200, Lane 8, Xiayuan Street, Lapu Village, Xiaolou Town, Zengcheng District, Guangzhou, Guangdong 511380, China
Email: support@pinglighting.de
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT+8).