RadilumReviews of radilum.com

Response from RadilumMay 8, 2025

Hi Daryl, Thank you for your feedback. We’ve reviewed your order and would like to clarify a few details and offer a potential solution. The fan light you purchased features a tri-color LED, which is designed to cycle through three color temperatures (warm, neutral, cool) by turning the power switch on and off. This is a common design used in many modern fixtures. However, we understand this may not have been the functionality you were expecting. If you prefer a fixed warm light, we’d be happy to send you a single-color LED module that you can easily swap in—at no extra cost. This should fully resolve the issue. As for product quality, we want to reassure you that all of our items, including the fan you received, are ETL certified and meet U.S. safety and quality standards. That said, we understand that preferences vary, and we regret that this product didn’t meet your expectations. Regarding the return policy, we do accept returns within 30 days. The restocking fee is in place to cover logistics and inspection costs, but we’re happy to review your case further if you believe an exception is warranted. We appreciate your input and are here to assist you if you'd like to proceed with the replacement LED or explore another resolution. Best regards, Martin The Radilum Team

Response from RadilumApr 15, 2025

Hi Anonymous, This is Martin, Director of the Radilum Support Team. I want to personally address your recent order. We have processed a full refund, which should be reflected in your account within 3–5 business days. If you've already received the product and wish to return it, please send it to our U.S. warehouse at: Name: Xiao Dong Address: 1520 Caton Center Dr. Suite L-M, Baltimore, MD 21227, USA Tel: 240-718-8888 However, since the refund has been issued, you're welcome to keep or dispose of the lamp at your discretion. We want to emphasize that there is no issue with the product itself; our primary goal is to resolve your concern promptly and ensure your satisfaction. If you have any further questions or need assistance, please don't hesitate to reach out. Sincerely, Martin Director, Radilum Customer Service Team

Response from RadilumApr 14, 2025

We understand your frustration and want to clarify our return process. We did provide you with the return address as soon as we discussed your request, but we haven’t received the returned package yet. As per our policy, we will gladly refund the full amount once the package is returned to us. While we do our best to process cancellations before shipping, once a package is in transit, we cannot cancel it immediately. We’ve made sure to communicate all necessary details to facilitate your return. We stand by our commitment to customer satisfaction and are ready to assist you with your return as soon as we receive the item back. We apologize for any confusion and assure you that we’re here to support you in completing this process.

Response from RadilumMar 10, 2025

We understand that receiving a product that doesn’t meet your expectations can be frustrating. Our refund and exchange policies are designed to provide fair solutions while balancing shipping costs and logistics. Since product dimensions are clearly listed on our website, we encourage customers to review the details before purchasing. However, we always strive to assist in finding the best resolution and appreciate your feedback as we continue to improve our service.

Response from RadilumFeb 26, 2025

Hi Katherine Welch, Thank you for reaching out. We have reviewed your order, and we can confirm that the package was successfully signed for upon delivery. We understand your frustration, and we want to ensure that your experience is resolved to your satisfaction. We have already sent the missing accessories, and you should receive them shortly. If possible, we would appreciate it if you could modify your feedback to reflect the steps we’ve taken to address the issue. Please don’t hesitate to reach out if you need any further assistance. Best regards, Nicole The Radilum Team

Response from RadilumFeb 26, 2025

Hi NYB, Thank you for reaching out, and I’m very sorry to hear about the delay and confusion surrounding your order. Can you please share your order number with us? We’ll evaluate the situation promptly and get back to you with an update. Rest assured, we’re committed to resolving this for you as quickly as possible. If you have any other details to add, please feel free to share them. Best regards, Nicole The Radilum Team

Response from RadilumFeb 12, 2025

We are a global company with operations in the United States, Singapore, Hong Kong, and China. We understand that customs inspections can sometimes lead to delays, and we apologize for the inconvenience this caused. We strive to ensure that our customers receive their products in a timely manner, but international shipping can sometimes be subject to unpredictable circumstances. If you would like to initiate a return or need assistance with your order, please reach out to our support team. We're here to help and will work with you to resolve the issue.

Response from RadilumFeb 12, 2025

I checked the shipping track of your order. Your package will be scanned and shipped to the destination by FedEx within 1-2 days. This package encountered customs inspection in the United States. Customs inspection is an irresistible factor, which is the main reason for the delay of package transportation.