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LC Policy
1.Welcome to Lightscastle.com

The secret of successful retailing is to give your customers what they want. And really, if you think about it from your point of view as a customer, you want everything: a wide assortment of good-quality merchandise; the lowest possible prices; guaranteed satisfaction with what you buy; friendly, knowledgeable service; convenient hours; free parking; a pleasant shopping experience."

---Sam Walton (1918-1992)

LightCastle.com, established in 2012, is your one stop source for high quality outdoor sports products at unexpected price. Our goal: to bring you the best shopping experience on the Internet.
We offer a wide range of flashlights which includes many top class brands, such as Nitecore, UltraFire, Imalent, and some flashlights accessories. Our compact flashlights and customized flashlights service have won rave reviews from our customers. Now LightCastle.com expands to other outdoor sports items; Vehicle Lights, Sport Watches and Sport Watches for instance. Please feel free to browse our website LightCastle.com for more information.
Last but not least, as a service-oriented company, we devote to provide our best solutions to our customers' demands. We will try our best to reach all your reasonable requirements.

Full name of the organization:
Shenzhen Eplook Technology Service Co., Ltd.

Address: 3/F Bld. A, Hulianyi Wuliuyuan, No. 3 Langshan 2 Rd., Nanshan, Shenzhen City, 518057

2.Why buy from Lightscastle.com?

Lightscastle Promise



Original Goods with Competitive Price
LightCastle has abundant manufacture resources in China which can supply us the original items with good quality and competitive price. Especially in the fields of wristwatches & flashlights category, LightCastle is the first professional website among all Chinese companies offering the specific technical supports. This is the reason why we are one of the outstanding competitors in the marketing nowadays.

100% Strict Quality Control and Expedited Shipment
All of our items selling on LightCastle website, even the small gadgets, which will be three times checked and tested by our quality control team before they are sent out. We have numerous goods stock in our warehouse and ready to be shipped to worldwide. Therefore, we will provide you a tracking number in 24 hours for certain goods.
Free Shipping with Guaranteed Couriers
LightCastle chooses and cooperates with the most reliable shipping couriers. Each package has a tracking number after shipment. Customers could enjoy not only free shipping for almost all of the items on LightCastle but also experience safe, fast and guaranteed shipping methods. Your beloved items are always packed well and nicely by our professional warehouse staff. If your order amount is over $100USD, we will free upgrade your shipping method to Express Shipping and make shorten delivery time.

Excellent Customer Service Reputation
LightCastle has a well-trained service team and establishes an excellent customer service system. Contacts can be found on Contact Us Page for customers’ specific inquiries. Normally, service staff will get back to you in 24 hours.

Secure Payment and Information Confidential Principle
LightCastle has using the international safety mode of payment methods including PayPal, Credit Card, and Bank transfer (only be used when the amount of the order is more than $1,000 USD). Customers can be assured the purchase on our website. Also, all of the buyers’ information is strictly confidential on LightCastle.com.

3.LightCastle’s Privacy and Security Policy

Your privacy is very important to us. This privacy policy describes all information that we gather: how we use your information and what we do in order to protect your information.

What personal information do we collect?
As set forth in more details below, LightCastle.com ("LightCastle" or "We") collects your personal information that you filled into LightCastle website ("Site"). This information includes registered email, password, your first and last name, IP address, date and time, browser and operating system, the URL which you requested, your PayPal email, your PayPal shipping address and other information. For example, the reason why we need this information include assisting in pre-orders, delivery, payment verification, promotions and newsletters, statistics on website use to aid in improving our customer experience and offering the most popular products. We will contact you about our sales, special offers and new site features, unless you have elected not to receive promotional communications in connection with this website. If you no longer want to receive our newsletter, you can click the unsubscribe link. You can browse this Site without creating an account, but you would better create an account when you make a purchase or take advantage of certain features, such as "Save for Later," "Address Book" and the other LightCastle services. We may ask you to confirm your personal information when you contact our Customer Service department. This will allow us to protect your confidential information by verifying your identity.


How do we collect the information?


  • Purchase Information
  • When you make a purchase from LightCastle, we collect your name and payment information at the same time. We use those information to bill you for your payment. We also collect information that allows us to ship your order which includes your name, billing address, shipping address, and phone number of the intended recipient(s).
    When you create an account at LightCastle, you can choose to save your billing information in "My Account". You can also save one or more shipping addresses in Your Address Book. You may change or delete this saved information anytime and simply go to My Account. Log in with your account and password, and then edit or delete your personal information.

  • Services Account Information
  • We collect personal information from users who wish to use any of LightCastle service. In order to use these services you may need to provide your email address, or your LightCastle account.

  • Cookies and Other Computer Information
  • When you visit LightCastle, you will be assigned a permanent "cookie" (a small text file) to be stored on your computer's hard drive. The purpose of the cookie is to identify you when you visit this Site so we can enhance and customize your online purchase experience.
    You can choose to browse on LightCastle without cookies, but without these identifier files you will not be able to complete a purchase or take advantage of certain features of this Site. These features include storing your shopping cart for later use or providing a more personalized shopping experience in the future. Each browser is different, so check the "Help" menu of your browser to learn how to change your cookie preferences. We also collect certain technical information from your computer each time when you request a page during a visit to LightCastle. This information may include your Internet Protocol (IP) address, your computer's operating system, browser type, and the address of a referring website, if any. We collect this information to enhance the quality of your experience during your visit this Site, but we will not sell or rent this information to any third parties. We contract with third parties to provide us with data collection and reporting services regarding our customers' activities on this site. According to third parties’ services, we would track and measure performance of our marketing efforts. These third parties may use cookies and may receive anonymous information about your browsing and buying activity on this Site. None of your personally identifiable information (such as your name, address, email address, etc.) will be received by or shared with these third parties.
    As you browse LightCastle.com, advertising cookies will be placed on your computer so that we can understand what you are interested in.

  • Other Times We May Collect Personal Information
  • From time to time, LightCastle may conduct surveys and contest via this Site, email, other media. If you choose to participate, we may request your name, email address, mailing address and other personal information. We will never sell or rent those information to any third parties.

    How we use your personal information?
    Information we collect on LightCastle may be used to enhance your shopping experience in the following ways:
    Confirm your orders;
    Customize your purchase experience;
    Find and stock the products you want;
    Register you as a member of LightsCastle;
    Prevent fraud and bill you for your purchases;
    Communicate great values and featured items to you;
    Respond to your customer-service inquiries or requests;
    Deliver merchandise and services that you purchase online.

    How is your information protected?
    We use the latest in encryption technology, including 128 bit SSL encryption to ensure that any sensitive information. All this information is sent by you to us via the Internet which is protected from unauthorized interception. We employ the latest in firewall protection to prevent unauthorized access into our information storage areas. We maintain a rigorous hiring process to screen out potential employees with criminal backgrounds.
    All employees who we hire have to sign a confidentiality agreement. The agreement forbids them from disclosing any information to which the employee has access, to other individuals or entities. We also have back up servers and power supplies to guard against power outages and other natural occurrences that could pose a threat to the integrity of your personal information. Passwords are required in order for you to gain access to your account. Once an account has been terminated, measures are taken to remove those users from the system who no longer need access to our system.
    When an employee is terminated or is no longer with the company, we change the access codes immediately to avoid that this employee used to access any customer accounts. Account login sessions are terminated after three failed login attempts; all terminated login sessions are logged for follow-up. Passwords must contain at least six characters, one of which is non-alphanumeric. Unused customer accounts, those that have shown no activity for 6 months are purged from our system when and with whom can we share your personal information?
    We never sell or rent your personal information to any third parties under any circumstances. We will share personal customer information only with our agents, representatives, service providers, and contractors for limited purposes, including fulfilling customer orders; offering certain products and services in connection with this Site; communicating to customers; providing customer service; storing, sharing and retrieving customers' photo images in our Photo Center; enhancing and improving clients' purchase experience; enabling access to our partners' web sites; providing a personalized purchase experience; preventing fraud and completing payment method process. Aside from the purposes described above, we will never share your personal information with any third parties unless we have your express permission or under special circumstances. For instance, we believe in good faith so that the disclosure is required to prevent harm or injury (such as product recalls, fraud, claims or other liability) or to comply with valid legal processes (subpoenas, warrants) or as required by law. We may share aggregated demographic and statistical information with our partners. This is not linked to any personal information that can identify any individual person.

    How can you control the use of your personal information?
    You can modify or delete your personal information anytime and simply go to My Account. Log in with your ID and password, then edit or delete whatever personal information you wish. Do not share your LightsCastle password with anyone else. Other than on this Site, LightsCastle will never ask you for your password.

    How does Lightscastle secure information collected?
    This Site incorporates physical, electronic, and administrative procedures to safeguard the confidentiality of your personal information, such as:
    * Granting only employees who are providing a specific service access to your personal information
    * Working only with third-party service providers who we believe adequately secures all computer hardware. While our business is designed with safeguarding your personal information in mind, please remember that 100% security does not presently exist anywhere (online or offline).

    More about your privacy
    We realize that make purchases at LightsCastle, or any other website, requires trust from your part. We value your trust in us and pledge to you. For our clients, we will work to protect the security and privacy of any personal information that you provide to us. In addition, your personal information will only be used as set forth in this Policy which includes your name, address, phone number, email address or checking account information. Then, any other personal information will be linked to you personally. We believe that you have a right to know exactly, before purchase at LightsCastle or at any other time, what information that we might collect from you and why we collect it and how we use it.
    We do not and will not sell or rent your personal information to anyone. You have the right to control your personal information as you see fit.
    If you have an account at LightsCastle and you want to change, modify, or delete any of your personal information, you can do so anytime by going to My Account. Log in with your account and password and then edit or delete whatever personal information you wish.
    Lightscastle may provide links to certain third party websites. This Privacy Policy applies only to activities conducted and personal information collected on this Lightscastle website. Other websites may have their own policies regarding Privacy and security.
    LightsCastle will obtain your consent before allowing the download of any software from the LightsCastle Site, and LightsCastle will not automatically download any software to your computer system. Once you consent to the initial download of any software, you may receive automatic updates or patches pertaining to such software. You understand and agree that any material, including but not limited to downloaded software, required or automated updates, modifications, reinstallations, or software otherwise obtained through using of the LightsCastle website. At your own discretion and risk, you will be solely responsible for any damages to your computer system or loss of data that may result from any such material.
    Updates to this policy
    If we change or update this Privacy Policy, we will post changes and updates on this Site. You will always be aware of what information we collect, use and disclose. We encourage you to review this Privacy Policy from time to time so you will know if the Privacy Policy has been changed or updated. If you have any questions about the Privacy Policy, please contact us via service@LightsCastle.com.

    4.Wholesale & OEM Instructions

    For wholesale & OEM business with LightsCastle, please contact us via email wholesale@LightsCastle.com
    About the email contents, please give us the following information and then our sales will get back to you with the discount price in about 24-48 hours.

  • Item sku/link
  • Quantity
  • Shipping Country
  • Requirements
  • We are looking forward to your cooperation email.

    5.Taxes, Customs & Duties

    Because different countries’ Customs have different policies of import taxes / duties, we are sorry for that we could not offer a unified standard. For example, many countries do not charge import duties on certain items, samples, and goods below a certain stated value, while some countries would charge higher taxes for certain items.
    For the information of import tax/duties policy of your country, please contact the local Customs before purchasing.
    Please note that the item prices and shipping fee at Lightscastle.com you pay is not including taxes, VAT or other charge of import goods, so we just could try our best to offer some help for your orders, you need to take responsibility for the import taxes/ duties by yourself.
    Please let us know before shipping, if you have any special packing or labeling instructions when placing your order.
    When you buy from Lightscastle, you are importing, and you are the importer who is responsible for the goods when the goods pass through Customs in your destination country.
    According to our general terms, it remains totally your responsibility to find out in advance if the products are permissible to import into your destination country. If the items have been blocked or destroyed by your local custom because of the import strict policy in your country, we are sorry that you should take half of the responsibility of the loss (as this is not a fault of Lightscastle). So please double check with your local customs before you purchase items from abroad.

    To Customers in Brazil: if you want us to ship your order to Brazil, please make sure you give us the correct "CNPJ" or "CPF" number, so the package can go through Customs smoothly. As we know that companies importing anything to Brazil are supposed to state their "CNPJ" numbers. And individuals are supposed to state their "CPF" numbers on invoices.

    6.Coupon Policy

    What is LightsCastle Coupon code?


    LC coupon code is a code which is consisting of letters or numbers. Consumers can enter the code into a coupon area on our site's shopping cart checkout page to obtain a discount on your purchase, such as a percentage off purchase or cash coupon.

    How can I get a coupon?



  • Promotions
  • LightsCastle coupon code usually comes from the promotion of Lightscastle, such as newsletter, promotion activities etc.

  • Share experience
  • We want you to love LightsCastle products as much as we do. Share your experience with your family and friends on your blog, your Facebook, your YouTube video channel, forum or any other social community. You could not only recommend a good website to your friends, but you also share some coupons for their purchasing.

  • Write reviews
  • No matter you are just common customers or professional reviewers, please try to write reviews for us after you use the products. After sharing the reviews on our website, your own Blog, Facebook, YouTube and any other social community, we will also send you coupons as gift.

    How To Use The Coupon?
    You can use the coupon directly before the checkout of your orders. Just enter the coupon code into the coupon area in your shopping cart before checkout and apply to use, the price will be changed (Screenshot below).


    Why Doesn’t My Coupon Work?
    There are numerous reasons why your coupon cannot be applied. Some reasons will be given on the shopping cart page. Common reasons are: the coupon is,
     
  • Expired
  •  
  • May have been used already or has a use limit
  •  
  • Is entered incorrectly
  •  
  • Not applicable for any products in your shopping cart
  •  
  • You are not registered/Log in LightsCastle when you are using the coupon.
  • 7.Payment Methods

    Lightscastle can accept Paypal, Credit Card (Visa/MasterCard/JCB), and Bank Transfer payments. Paypal and Credit Card are both for orders whose amount is less than $1,000 USD, and Bank Transfer is always for the orders whose amount is more than $1,000 USD.
    Paypal
    Here are steps of placing an order using PayPal:
     1.  Add the items into the shopping cart;
     2.  If you have no Lightscastle account, you could press the button directly, and finish the payment;
     3.  If you have a PayPal account, you could press the other button, log in, submit your shipping address and then choose Paypal payment to finish the payment.
    Credit Card
    Here are steps of placing an order using Credit Card:
     1.  Login and add the items into the shopping cart, then click;
     2.  Submit your shipping address and go to next step;
     3.  Choose the type of credit card you have and fill out the blank;

     4.  Fill in your card information and billing information, and click to finish payment.

    Bank Transfer
    Welcome wholesalers to LightsCastle. Bank Transfer is especially for our wholesalers, who purchase bigger quantity and try to get much cheaper prices from us. Usually it is for the orders more than $1,000 USD.
    Normally it takes about 2 or 3 business days for us to receive the payment, please remember to send us an email with the billing file after sending the payment in order that we can confirm the details ASAP. Besides, please pay attention that customers are responsible for the bank transfer handling fee.

    Lightscastle Account info:
    Beneficiary: TAN ZHIHUI
    Bank: The Hongkong and Shanghai Banking Corporation Limited
    Account: 819 407875 833
    Swift: HSBCHKHHHKH 
    Branch Code: 819
    Please remind that customers are responsible for the bank transfer handling fee.

    8.Order Handling Process

    When your order is paid successfully, it will be under processing with 24 hours (excluding holidays).
    We need to upload your order into our OMS (Order Managing System) before 12:00 AM of next working day.
    The OMS will download the order info and check the stock before 4:30 PM. If the items of your order are enough in stock, our warehouse will finish packing and ship the package out before 6:30 PM; if the items of your order are out of stock, OMS will send purchase order to our suppliers, who will send items to our warehouse within 3-5 days, if the suppliers cannot offer us the items within 5 days, we will contact with you as soon as possible, you can either choose partial shipment or choose to change the product or apply a refund.
    Every package will be with a tracking number, we will send you an e-mail about the shipping info, including shipping method, tracking number, tracking link, after the shipment. If there is any problem about your order, please feel free to contact our customer service by the email service@lightscastle.com.

    Order Status

    Explanation

     Options Available

    Edit Order

    RePay

    Re-Order

    Cancel

    Pending Payment

    Order has not been paid.

    yes

    yes

    yes

    yes

    Payment Processing

    Payment is being processed

    No

    No

    Yes

    yes

    Payment Confirmed

    Payment verified.  Order is being processed

    yes

    no

    yes

    yes

    Under processing

    Your order is under order handling process.

    yes

    no

    yes

    Yes(please 
    contact
     us at
     fist)

    Partial Shipment 

    One or more of your items
     are not currently available.
      The available portion has been shipped first.  
    The rest will be shipped later

    no

    no

    yes

    yes(Only 
    unshipped
     item 
    can be 
    cancelled)

    Full Shipment

    All items have been shipped.

    no

    no

    yes

    no

    Canceled

    The order has been cancelled

    no

    no

    yes

    no

    9.Shipping Methods

    Standard Parcel Shipping
    LightsCastle offers Free Shipping worldwide by Standard Parcel Shipping. There are many parcel shipping methods, such as China Post, Singapore Post, Netherland post, Malaysia Post and so on. The average delivery time is 7—30 days.

    Express Shipping
    The express shipping will be much safer and faster, such as EMS, DHL, FedEx, and TNT, their average delivery time is 5—7 days.
    If your order amount is more than $100.00 USD, we will upgrade the shipping method to express shipping free for you.

    Method

    Delivery Time 

    Remark

    China post

    7-30 business days

    /

    Singapore post

    7-26 business days

    /

    Netherland post

    7-30 business days

    /

    Malaysia post

    7-24 business days

    /

    SWISS post 

    7-24 business days

    /

    Lietuvos post

    7-30 business days

    /

    DHL/EMS

    5-7business days

    Logistics upgrade


    Note:For DHL/EMS shipping, we need to offer a Commercial Invoice (CI) for each package. Please make sure you have filled in your cell phone number when you place your order, because the deliverer need your phone number to inform you to get the package.

    10. Replacement and Refund Policy

    Lightscastle kindly advises every respected customer to read the following regulations carefully before purchase.
    DOA (Items Defective On Arrival)
    Customers should contact our service people in 3 days if Items Defective On Arrival. Please send us an email with detailed pictures/videos; showing the defective items, package situations, and the order number or paper for proof, with the order number. We will confirm the incident quickly and come out compensation from the shipping courier. We will be in charge of the returning Shipping fee if it is the DOA item. After receiving the returned package, we will send out the new replacement by our expense or refund you.
    For this situation, we could almost judge whether the defect is caused by our warehouse, such as lacking of strong bubble protection, if so, we will try to improve our service.

    Defective Item
    Customers should contact our customer service as soon as he/she found the defective items. Please send us an email with detailed pictures/videos, showing the defective situations and the order number or paper for proof. Our customer service will check and handle it. If the item amount is small, we suggest our customers may keep the defective item; and we could try to offer some compensation for replacement. If the amount is too expensive, we may ask our customers to return the item.
    1.   Within 30 days
    LightsCastle will give you credit of the shipping fee; part in the form of coupons and partial of the refund to your PayPal account.
    2.   Within 1 to 6 months: LC & customer share (free repair warranty only)
    Items should be returned by customers’ cost for free repair and LightsCastle will pay for shipping the repaired one to customers.
    3.   Within 6 to 12 months: Customer (free repair warranty only)
    Customers pay for the Round-trip shipping fee to return the items for free repair within one- year usage.

    Items Missing on Arrival 
     1.    Please immediately contact the shipping courier and file a case there.
     2.    Tell us the order number and send us some pictures showing all items you get on arrival, all the labels on the packing, and also the package situations. 
     3.    We will resend you the missing items after we confirm the situation. 
     4.    Most importantly, if you have the taxation fee receipt, don't hesitate to take a picture for us, because the weight can tell us something about the missing. 
    Items Wrong on Arrival 
    If the item you received is completely different from the one you ordered, e.g. different color, different model etc.
     1.    Please contact us with photos about package and items. The very important thing is that we need are the case number which you can find on the box. 
     2.    If you are willing to keep the wrong items, we will offer a certain discount for compensation. If you don’t want to keep it, you can return for the right one by our cost.
    If PayPal has dispute, customers have to afford the shipping fee according to PayPal regulations.We kindly advise customers contact our service staff for solution firstly. We are always here to help customers. Thank you for your cooperation.

    Return Unsatisfactory Products 
    Customers are responsible for Round-trip shipping fee if you want to return the disliked item. After we receive the returned, we will refund or send out the replacement as you choose.
    For refunded items, there should not be no scratch or any damage on the appearance.

    Return shipping way accepted  
    For the cheapest regular mail, a tracking number is required. Because the shipping fee for DHL, UPS, FedEx, TNT etc. is so expensive, there will be huge tax when we clear from HK custom or even we may fail to clear. If customers want to send back by fast shipping, we are sorry that you have to pay the bills.

    Note:  All Customers should contact our Customer Service Department for RMA before returning items. LightsCastle will not accept any returned package without permission.