Frequently asked questions (FAQs)
LEMIX Website Frequently Asked Questions (FAQs)
1. Product & Customization
1.1 What types of lighting products do you offer?
We specialize in industrial and commercial lighting, including LED High Bay, Flood Light, Street Light, and Solar Lighting. Custom lighting solutions are available upon request.
1.2 Can I customize a product to meet my requirements?
Yes. We offer customization for power, color temperature, housing material and etc. Contact us for more detailed options.
1.3 What is the minimum order quantity (MOQ) for customized products?
MOQs vary depending on the customization level. Please contact our sales team for more details.
1.4 How long is the delivery term for customized orders?
Delivery for customized orders typically takes 6-8 weeks, depending on the product type and customization complexity.
1.5 What color temperatures are available?
We offer a range from 3000K (warm white) to 6500K (cool white). Need advice? Our team is happy to help.
1.6 Are your products suitable for large-scale projects or government tenders?
Absolutely. Our products are built to meet industrial standards and are suitable for government and commercial projects.
1.7 Do customized products come with a warranty?
Yes, customized products include a minimum 1-year warranty, similar to standard models.
1.8 How do I place a customized order?
Email your specifications to sales@lemix.com.my. We’ll provide a quotation and production timeline.
2. Ordering & Payment
2.1 How do I place an order?
For standard products, shop directly on our website. For bulk or custom orders, contact our sales team.
2.2 What payment methods are accepted?
We accept credit/debit cards, bank transfers, and online payment gateways. Corporate invoicing is available for bulk orders.
2.3 Can I get a quotation before purchasing?
Yes, request one via our inquiry form or email us. https://lemix.com.my/contact-us/
2.4 Can I change or cancel my order?
You can modify/cancel within 6 hours of placing the order. After that, changes may not be possible.
2.5 How do I track my order?
A tracking number will be sent to your email once the item has been dispatched.
2.6 Do you accept international orders?
Yes, we ship globally. Shipping costs and delivery time vary by region. For international order, kindly contact sales@lemix.com.my
3. Pre-Order & Ready Stock
3.1 What is the difference between ready stock and pre-order items?
- Ready Stock: Available for immediate shipping within 7 working days.
- Pre-Order: Requires production time; usually 6-8 weeks based on product type.
3.2 How can I check if an item is in stock?
Each product page indicates availability. You may also contact us for confirmation.
3.3 Are pre-order items eligible for refund or cancellation?
Pre-order items may not be canceled after order confirmation. Contact us for further clarification.
4. Warranty & Support
4.1 Do you offer a warranty on your products?
Yes, our products come with 6months and above warranty (varies by product and order quantity).
4.2 What does the warranty cover?
The warranty covers manufacturing defects, LED failures, and electrical issues under normal use. It does not cover damage due to improper installation, mishandling, or external factors.
4.3 How do I claim a warranty?
To file a warranty claim, email admin@lemix.com.my with your purchase details, issue description, and photos/videos of the problem. Our team will assess and process the claim.
4.4 How long does it take to process a warranty claim?
Warranty claims are typically processed within 7-14 working days after verification.
4.5 What happens if the product fails after the warranty period?
If the product fails after the warranty period, you may purchase a new unit. Alternatively, you can contact us to check if repair services are available at an additional cost.
4.6 Will I get a refund or replacement under warranty?
Based on the case, we offer repair or replacement.
5. Delivery
5.1 What are the delivery options?
We offer standard, bulk freight, and self-pickup. International shipping also available.
5.2 How long does delivery take?
For Ready Stock Items:
Local (Malaysia): 5–7 working days
International: 2–4 weeks
Custom Orders: Production time + delivery
For Pre-Order Items:
Local (Malaysia): 6–8 weeks
International: 6–10 weeks
5.3 Is free shipping available?
Yes, we offer free shipping within West Malaysia with no minimum order quantity (MOQ) required. For other regions and international orders, shipping charges may apply. Please contact us for more details.
5.4 How can I track my order?
A tracking number and link will be sent via email after shipping.
5.5 Do you offer self-pickup?
Yes, contact us to arrange collection from our warehouse.
5.6 Can I schedule a specific delivery date?
For bulk orders, scheduled delivery is available upon request.
5.7 Can I change my shipping address after ordering?
Changes aren’t allowed after order placement. Email sales@lemix.com.my if there’s an issue.
5.8 What if my order arrives damaged or is incorrect?
– Take photos immediately
– Contact our support team within 3 days
– We will arrange for replacement or refund.
5.9 Can I use my own logistics provider?
Yes, for bulk orders you may arrange your own courier.
5.10 Do you offer protective packaging for fragile goods?
Yes, extra protection is provided. Charges may apply for high-value orders.
LEMIX Return & Exchange Policy
At LEMIX, we strive to provide reliable LED lighting solutions. If you are not completely satisfied with your purchase, please review our return and exchange policy below.
1. Eligibility for Returns & Exchanges
We accept returns or exchanges under the following conditions:
- The product is defective, damaged, or incorrect upon delivery.
- The return request is made within 7 days of receiving the product.
- The item is unused, in its original packaging, and in the same condition as received.
- The product is not a customized or special-order item (custom products are non-returnable).
2. How to Request a Return or Exchange
To initiate a return or exchange, please follow these steps:
- Contact Us – Email sales@lemix.com.my or WhatsApp us with:
- Order number
- Reason for return/exchange
- Clear photos of the product and packaging (for damaged/defective items)
2. Await Confirmation – Our team will review your request and provide return instructions.
3. Return the Product – Ship the product back to us using a trackable shipping method. The customer is responsible for return shipping costs unless the item is defective or incorrect.
4. Inspection & Resolution – Once received, we will inspect the item and process a replacement or refund within 7-14 business days.
3. Non-Returnable Items
The following items cannot be returned or exchanged:
- Customized or special-order products
- Items that have been used, installed, or modified
- Products returned without prior approval
- Clearance or final sale items
4. Refund Policy
- Refunds will be processed to the original payment method within 7-14 business days after approval.
- Shipping fees are non-refundable unless the return is due to our error (wrong or defective item).
- A restocking charges may apply for returns that are not due to product defects.
5. Warranty Claims
If your product has an issue beyond the return period, you may still be covered under our warranty policy. Please refer to our Warranty Policy or contact us for assistance.
For further inquiries, please email sales@lemix.com.my or WhatsApp us.
LEMIX Warranty Policy
At LEMIX, we stand behind the reliability of our LED lighting solutions. Our warranty policy ensures that our customers receive products free from defects in material and workmanship.
1. Warranty Coverage
Our warranty covers:
- Manufacturing defects in materials or workmanship.
- Failure of LED components under normal usage conditions.
- Driver or power supply malfunctions (if applicable).
2. Warranty Period
The warranty period begins on the date of purchase and applies as follows:
Product Warranty
Warranty periods vary based on purchase quantity. Please refer below for detailed coverage information.| Quantity Purchased | Warranty Period |
|---|---|
| ≥100 | 3 Years |
| <100 | 2 Years |
(Warranty duration may vary based on model and purchase agreement. Please check with our sales team for exact details.)
3. Warranty Exclusions
This warranty does not cover the following:
- Damage due to improper installation, misuse, or modification.
- Damage caused by power surges, lightning, or electrical faults.
- Products installed incorrectly or used for unintended purposes.
- Normal wear and tear, cosmetic damage, or accidental breakage.
4. How to Make a Warranty Claim
If you experience an issue covered under warranty, follow these steps:
- Contact Us – Email sales@lemix.com.my or WhatsApp us with:
- Order number & proof of purchase
- Product model and issue details
- Photos/videos showing the issue
2. Inspection & Approval – Our team will review your claim and determine if it qualifies under warranty.
3. Resolution – If approved, we will provide:
- Replacement of the faulty product
- Repair service (if applicable)
- Store credit (in special cases)
5. Replacement & Repair Terms
- Replacements will be of the same model or equivalent if the original model is discontinued.
- The warranty period does not restart after replacement; it continues from the original purchase date.
6. Customer Responsibilities
- Ensure proper installation and maintenance of the product.
- Use the product under recommended conditions and specifications.
- Retain the purchase invoice for any warranty claims.
For warranty inquiries, please contact us at sales@lemix.com.my or WhatsApp us.
