On occasion, we have had to deal with customers who want replacement products sent to them before we receive their faulty item back to our warehouse. Sometimes, this can cause communication issues via phone or e-mail, but it's important that the correct procedures are followed.
Whilst we're happy to provide an exchange for items within their warranty, we must always test a faulty product before we take further steps. This is due to several reasons. Unfortunately, there are cases when a customer might not have even purchased from us originally and is hoping for a new LED Strip, RGB/RGBW LED Controller or LED Driver, and in other instances we find that the customer has either damaged the product themselves, which falls out of our responsibility, or that the item is not even damaged in the first place and has simply been incorrectly installed.
If circumstances are urgent, however, an existing customer can place another order with us for next day delivery (we cannot always guarantee Saturday delivery) and we will refund the new order once the "damaged" product has been fully tested by us.
Although we stand by our products and believe them to be of very high quality, we certainly can't say that our goods are not ever prone to breaking down. However, we do run a business and that is why we have to adhere to company policy.
We hope that you understand this and more importantly take the utmost care when installing LED Strips, power supplies and accessories.