We appreciate your feedback and sincerely apologize for any frustration you’ve experienced. Our team has provided assistance with the basic troubleshooting steps for pairing your devices and has also responded to your email with additional steps not included in your initial inquiry, particularly regarding the downlight troubleshooting process.
We we understand that you may have already attempted some troubleshooting. However, our support is based on the information provided to us, and we rely on customers to share details of the steps they have taken to ensure a thorough resolution.
Additionally, we requested a video of the pairing process to help our team determine whether the issue lies with the hub or the downlights, but we did not receive a response. This information would have allowed us to provide more precise guidance.
Regarding returns, we would like to clarify that if an item is confirmed to be faulty upon receipt, we refund the return shipping cost. However, for change-of-mind returns, the shipping cost is the customer’s responsibility.