Customer Service Policy – Leprn

At Leprn, where we craft smart LED lights and outdoor lights that blend functionality with style, our customer service is as reliable as our products. Whether you need help pairing a smart bulb with your phone, troubleshooting a waterproof outdoor sconce, or tracking an order of string lights, we’re here to provide clear, tech-savvy support—no jargon, just solutions tailored to your lighting needs. This policy outlines how we assist you, from pre-purchase questions to post-delivery issues, so you can focus on brightening your space with confidence.

1. Our Service Commitments

We stand by three core promises to every Leprn customer—designed to make your experience with smart and outdoor lighting smooth:

  • Fast, Tech-Focused Responses: We reply to all inquiries within 12-24 business hours (excluding weekends and major holidays like Christmas, Thanksgiving). For urgent needs—like a smart light that won’t connect before a party, or a missing outdoor light order for a backyard event—we prioritize your request and share updates within 12 hours.
  • Expert Product Knowledge: Our team doesn’t just answer questions—we provide actionable, product-specific advice:
  • For smart LEDs: “To fix pairing issues, reset the bulb by turning it on/off 3 times, then re-open the Leprn app and select ‘Add Device’.”
  • For outdoor lights: “The waterproof rating (IP65) means it can handle rain, but avoid submerging it—clean the fixture with a dry cloth to protect the seal.”

We even share pro tips (e.g., “Sync your smart bulbs to your phone’s calendar to auto-dim at bedtime”).

  • Transparent Communication: We never leave you guessing. If your order is delayed (e.g., a popular smart strip light is restocking), we’ll email you with a clear timeline (e.g., “Ships October 5”). If a feature in the Leprn app is being updated, we’ll notify you in advance and share how it improves your experience (e.g., “New ‘Group Control’ feature lets you dim all patio lights at once”).

2. How to Reach Us

We focus on one channel to ensure your lighting questions get the detailed attention they deserve—especially for tech-related support:

  • Email Support: The best way to connect is by emailing [email protected]. To speed up resolution, include these details:
  • Your full name and order number (if your question is about a purchase—e.g., “Order #LP789 – Smart RGB Bulb 3-Pack”).
  • A specific request (e.g., “My outdoor motion light isn’t detecting movement,” “I need help scheduling my smart bulbs to turn on at sunset”).
  • Visuals (if helpful): For pairing issues, send a screenshot of the app error; for damaged products, send photos of the issue (e.g., a cracked bulb base, a faulty sensor).

Why email? It lets us review your product specs (e.g., “Your outdoor light uses a PIR motion sensor with a 10m range”) and share step-by-step guides (e.g., a numbered list to reset your bulb)—so you don’t have to repeat information or rush through a chat.

3. Support for Common Needs

We’ve tailored our help to the questions Leprn customers ask most—from setting up smart lights to troubleshooting outdoor fixtures:

3.1 Order & Shipping Help

  • Tracking Updates: If you haven’t received a tracking number (sent 24 hours after shipping) or your package shows no progress, email us with your order number. We’ll locate your shipment (e.g., “Your outdoor string lights are in customs—clears in 1-2 days”), share the tracking link, and explain delays.
  • Address Changes: We can update your shipping address only if your order hasn’t been processed (within 12 hours of purchase). Email us immediately—if processing has started (e.g., your smart bulbs are already packed for shipping), we’ll work with the carrier to redirect (subject to their fees).
  • Order Cancellations: Cancel an order within 12 hours of placement (before processing) via email. We’ll confirm cancellation and issue a full refund in USD within 5-10 business days.

3.2 Smart Product Setup & Troubleshooting

  • App Pairing Help: Get step-by-step guidance for common issues:
  • “If the app can’t find your bulb: Ensure your phone is on 2.4GHz Wi-Fi (smart LEDs don’t connect to 5GHz), move the bulb closer to your router, then retry pairing.”
  • “For ‘Firmware Update Failed’ errors: Close and reopen the app, ensure your bulb is connected to power, and try again—updates take 2-3 minutes.”
  • Feature Guidance: Learn how to use advanced functions:
  • “To sync smart bulbs to music: Open the Leprn app, go to ‘Music Mode’, select your device, and play music from your phone—bulbs will match the beat.”
  • “For outdoor light scheduling: Use the ‘Sunset/Sunrise’ feature (the app auto-detects your location) to turn lights on/off with natural light.”
  • Compatibility Checks: Confirm if our lights work with your setup (e.g., “Yes, Leprn smart bulbs work with Alexa—here’s how to link them:

3.3 Outdoor Light Support

  • Weatherproofing Tips: “To maintain your outdoor sconce’s IP65 rating: Check the rubber gasket every 3 months for cracks, and avoid using harsh cleaners—wipe with a damp cloth instead.”
  • Hardware Help: “If your outdoor pathway light won’t stay mounted: Use the included plastic anchors (for brick) or wood screws (for decks)—we can send extra hardware if you lost any.”
  • Seasonal Care: “For winter: Unplug outdoor string lights if temperatures drop below -20°F (to protect the wiring) and store them in a dry place—we’ll send a storage bag for free if you request it.”

3.4 Returns & Refunds

  • Eligibility Checks: Confirm if your item qualifies for return (e.g., “Unused smart bulbs within 60 days—yes, we’ll send a prepaid label” or “Final-sale outdoor floodlights—non-returnable”).
  • Refund Follow-Up: If your refund is delayed beyond 10 days, email us. We’ll trace it with our payment processor and share updates (e.g., “Refund issued October 3—your bank typically takes 5 days to post it”).
  • Defective Product Help: For lights that stop working (e.g., a smart bulb that won’t turn on, an outdoor light with a broken sensor), we’ll either:
  1. Send a free replacement (shipped within 1-3 business days, no need to return the defective item).
  2. Issue a full refund in USD—your choice.

4. Resolving Unmet Expectations

If you’re not satisfied with our initial support:

  1. Reply to our original email with specific feedback (e.g., “The pairing steps didn’t work—can I get more detailed help?”).
  2. A senior customer service specialist (with deep expertise in smart lighting tech and outdoor fixture durability) will take over your case and resolve it within 24 hours.
  3. For rare, complex issues (e.g., a smart light system that won’t connect to your home network), we’ll schedule a 1:1 virtual call (via Zoom or phone) to walk through troubleshooting together.

5. What We Can’t Support

To keep our focus on genuine Leprn needs, we can’t assist with:

  • Third-Party Purchases: Items bought from resellers (e.g., eBay, discount sites) instead of leprn.com—we don’t have access to those order details or product authenticity.
  • Damage from Misuse: Issues from ignoring care instructions (e.g., submerging a non-waterproof smart bulb, using outdoor lights indoors) or improper installation (e.g., over-tightening a bulb base).
  • Non-Leprn Products: Questions about other brands’ lights or smart home systems (e.g., “How do I connect a different brand’s bulb to the Leprn app?”).

6. Share Your Feedback

Your input helps us improve our products and service! After resolving your inquiry, we may send a short survey (via email) asking about your experience (e.g., “Did our pairing guide fix your smart bulb issue?”). Responses are anonymous and used to train our team on the tech and support that matters most to you.

7. Contact Us

For questions about your smart or outdoor lights, orders, or app functionality—reach out anytime:

Email: [email protected]