Olight Brand Promise
Since 2022, we have made the following brand promises to the public:
We commit that Olight will practice “continual technology & product innovation” and provide an “excellent customer experience” from every aspect under the guideline principles of “customer-orientation”.
About Products and Innovation
Olight will continue to focus on delivering more reliable and innovative lighting products
Quality First
At Olight, we take great importance with our product quality. From raw materials to final products, quality control runs through every step of production with our quality management information system.
Raw materials are inspected under strict quality standards and MIL-STD-105E AQL acceptance standards before assembling. Product quality can be checked in real-time and traced throughout the entire process. Any abnormal performance will trigger the alert system and the issues will be handled in a timely manner.
Reliability sampling tests such as an aging test, packaging test, waterproof test, drop test, etc. will carried out. Those unqualified products will be recognized and handled in a timely manner as well. We will rigorously inspected all products with their appearance and function before shipment.
To strengthen our manufacturing capacity and improve quality control ability, we are also introducing more automatic manufacturing equipments as well as the Olight Manufacturing Execution System (OMES).
Quality is always the First.
Continual Innovation
To Olight, the product is our basis while innovation is the root. Olight will continually focus on R & D investments over the feture while exploring a sustainable development path driven by innovation.
1. Keep iterations of our classic product series to achieve better performance with user experience enhancements.
2. Expand into new lighting categories to meet the needs of various applications from customers and enrich the users’ scenarios.
3. For materials, colors, and process innovation, we will strictly limit quantities and provided users with a superior experience.
4. Listen to the voice of customers, and try to put your constructive ideas and product designs into real production. Groundbreaking and industry-disrupting innovations do take time, but we firmly believe that this is possible.
About Customer Service
Olight Continues to Provide Excellent Service
At Olight, we will always strive to create an inspiring and personalized experience while using our high-quality lighting products. We have received a lot of praise by bringing “Wow” experiences to our customers such as sending out holiday gifts, and a variety of other surprises. We plan on continuing to do this in the future. However, we also realized that we haven’t done well in some aspects like keeping customers waiting to solving a simple problem, inadequate after-sale experiences with limited edition products and so on. To change that, we are taking the following measures:
Consolidate after-sales service
We have already started some programs and are planning to take more measures to improve and consolidate after-sales service.
1. We have also prepared accessories in advance that customers can replace themselves to improve the efficiency of solving simple problems.
2. For limited edition products, we will reserve a certain quantity of inventory and related accessories for after-sales purposes.
3. For products that have been discontinued and out of stock, we will offer two options: send back for repair or replace them with an upgraded product.
Update membership benefits
To give back to our customers, we have always attached a large importance to membership benefits. We will continue to improve and strictly implement every member's rights and interests. Customer Sevice including after-sales service, membership service, "Surprise Gift" service is one of the core furtures of our Olight "customers-oriente" brand promise. We will continuallt provide excellence and exceed service expectations.
About Shopping Experience
Olight Promises to provide a smooth and delightful shopping experience
As a lighting company mainly dependent on R&D and manufacturing, we must admit that we have experienced a lot of e-commerce website growing pains like website crashes, slow speeds, functional errors, and other problems. Thanks to our customers' and fans' patience and support, we have finally set up and released a self-built networking system with over a year of hard work from our IT Team. This has thoroughly solved all website crashes and major glitches. We also have made some optimizations with a speed increase with loading pages. In terms of our current payment process, we will upgrade to "order generated while payment" that our customers are more accustomed to.
Apart from IT-related aspects, we are also working on regulating the accessory section to list more necessary options to meet customers ’ needs. For out-of-stock products, We will remind you of the product arrival date on product detail page. Efforts may take time; changes may seem slow. Just wait and looking forward our results!
About Logistics
Olight will Keep Up Logistics Delivery Efficiency
Our warehouse located in Rydalmere,NSW. Used Australia Post and provide regular post or express post . We despatch most orders within 1 business day.During flash sales dispatch can take up to 14 business days.
Again, we sincerely invite all of you to oversee our improvements and we welcome any opinions and suggestions at our feedback mailbox contact@olightstore.com.au. We will follow up, listen to your suggestions, and implement improvements. Let’s conquer the darkness, embrace happiness and light up the world at any time, anywhere.
Brand Promise Progress(April 2023-April 2024)
Up to now, we have always kept our original intention - adhering to our brand promises, providing customers with the ultimate experience in products, services, shopping experiences, and logistics, and publicly disclosing our promise fulfillment every year. In 2023, Olight took many actions in brand promises and upgrades, offering customers better products and services.
On the occasion of Olight's 17th anniversary, we sincerely invite all customers to witness and supervise our fulfillment of brand promises from April 2023 to April 2024:
About the Product and Innovation
Olight Continues to Focus on Creating More Reliable and Innovative Lighting Products
Olight always puts the quality of our products first. We spare no effort in striving to improve the quality of our products to ensure that our lights become the most reliable lighting companions for our customers and raise the level of quality to a whole new level.
1、Quality First: Olight firmly believes that the stable release of high-quality products must come from the strict and meticulous quality management process.
The stable release of high-quality products by Olight stems from our rigorous and meticulous quality management process. To strictly control product quality, we have held regular product quality analyses and quality improvement meetings, making them an inseparable part of our daily work, so as to continuously advance the stable improvement of product quality.
Quality management relies on the excellent professional capabilities of staff. In 2023, we supported and encouraged employees to make progress through learning, invited professional teams to conduct Six Sigma Training to continuously enhance employees' quality management expertise. These series of measures targetedly improved various quality management project activities, pushing quality management towards a more systematic mode.
2、Continuous innovation: For the Olight, the product is the foundation, innovation is fundamental.
We always adhere to the original intention of "innovation-oriented, experience-centered", continuously increase our efforts in product innovation, and strive to create an excellent user experience from all aspects. In 2023, we brought to our fans:
The all-new iterations of best-selling products—Arkfeld Pro, Seeker 4 Pro, Baton 4 Premium.
Industry-leading innovation product—Oclip.
In the past year, in addition to the R&D team's dedication to product development, we successfully held the 2023 O-Designer event, where we collaborated with our customers to develop products with new colour. We actively listened to customers' suggestions to create Olight products that customers love. In 2023, we successfully launched 4 colour designs.
Silver Ridge Design—Baton 3 pro
Roadster Design—Baton 3, Baton 3 Pro
Dream Blue Design—Baton 3 Pro Max, i3T EOS, Perun 2, Warrior 3S
Donut Design—i3T EOS
We have never stopped in our pursuit of innovation in craftsmanship. Our research and development team continuously delve into providing customers with the ultimate product experience. For example, the new micro-hole laser engraving technology in 2023 allows more products to feature battery level indicators, elevating both the appearance and functionality of the products to a higher level of user experience. In the future, we will apply this technology to more products, constantly enhancing the innovation of our products.
About Service
Olight promises to always adhere to the principle of customer orientation, dedicated to providing customers with professional, high-quality, and thoughtful service
1. After-sales Service
1.1 We have been offering lifetime warranty policy: Customers who have purchased through the official website (www.olightstore.com.au) from January 1, 2023, onwards enjoy a lifetime warranty (excludes battery and accessory).
1.2 We have updated our after-sales return policy.
1.3 We have standardized our return and refund process.
2. Customer Service
2.1 We ensure our customer service agents are online daily, with rotating shifts during flash sale to ensure real-time handling of customer issues. LiveChat availability has increased by 19% compared with 2022.
3. Loyalty Program
3.1 We have added Birthday Exclusive Gift--Customers of Yellow Diamond and above levels can get a free exclusive torch during their birthday month.
3.2 We have expanded O-coin redemption benefit coverage --Changed from Platinum and above levels to Silver and above levels, covering a larger audience.
3.3 We have extended the validity period of O-coin redemption coupons--Extended from the original 30 days after redemption to 1 year.
3.4 We intermittently launch trial products, limited edition products, Swag for corresponding members to receive for free, and update the O-coin redemption products.
4. Surprise Service
4.1 We have been sending birthday card to customers of Yellow diamond and above levels.
4.2 We have been offering order swags to customers from time to time.
4.3 We have prepared holiday cards and Christmas surprise gifts for customers.
About Shopping
Olight promises to continuously improve our website to provide customers with a smooth and enjoyable shopping experience.
1. Website Experience
1.1 We have launched a new website with improved performance and simplified UI to enhance the shopping experience.
1.2 We have been focused on customer surveys, feedback and continuously improve website loading speed and search accuracy.
1.3 We have been fully utilizing developed features such as uploading preview videos, etc., continuously enrich landing pages to provide customers with a novel website experience.
1.4 We have set up “New Customer Recommend” page to facilitate new customers in gaining a comprehensive understanding of the website, brand, products, new customer benefits, and other information.
2. Accessories
2.1 We actively listen to customer suggestions, continuously improve the accessories available in the store to meet customers’ needs.
2.2 We have added more than 10 new after-sales accessories to improve customer after-sales experience.
3. Out-of-stock Products
3.1 We have set product arrival reminder and indicate the approximate arrival time on the product listings. And customers will get email notification once the products are restocked.
4. Discontinued Products
4.1 We have added category of discontinued products so that customers can have a more comprehensive understanding of product progress.
5. Payment Methods
5.1 In response to customer feedback regarding serious credit card fraud, we promptly changed and optimized the payment methods, and implemented verification to ensure safety.
About Logistics
Olight promises to continuously strive to improve logistics efficiency, reducing the waiting time for customers from placing an order to receiving the goods.
1. Logistics Timeliness
1.1 Logistics Timeliness has been continuously improved. We increased manpower and equipment during the major promotion period. The packaging lines have been increased from the usual two lines to three lines to ensure logistics efficiency.
About Brand Charity
Olight is passionate about charity work and join hands with customers to dedicate our love to those in need.
In 2023, we organized two charity events, namely Autism Charity Sale and Breast Cancer Charity Sale. The funds raised from the Autism Charity Sale, totaling AUD$13,301.7, were donated to Autism Spectrum Australia, while the funds raised from the Breast Cancer Charity Sale, totaling AUD$7,877.35, were donated to NBCF Australia. In the future, we will continue to work with our customers to spread love and bring brightness and warmth to more people.
Olight never stops in the era of high-speed development and innovation. In the future, we will continuously strive to create more innovative portable lighting products and strive to move to the forefront of the mobile lighting field. We appreciate all the support from our fans and look forward to growing together in the future journey and contributing Olight's strength to the innovation of lighting technology!
We welcome all suggestions and criticisms, please feel free to contact us at contact@olightstore.com.au. Our professional team will consider your feedback comprehensively and actively implement improvements.
Let's illuminate the world together!