Olight Brand Promise
Since 2022, we have made the following brand commitments 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
In Olight we take great importance of product quality.
From raw materials to final products, quality control runs through every link of the production with our quality management information system. Raw materials are inspected under strict quality inspection standards and MIL-STD-105E AQL acceptance standards before the assembling. Product quality can be checked in real-time and traced throughout the whole process. Any abnormal performance that occurs will trigger the alert system and be handled timely. Sampling tests of reliability, such as aging test, packaging test, waterproof test, drop test, etc. will be carried out and the unqualified will be recognized and handled timely. All products before shipment will be rigorously inspected in appearance and function.
To strengthen our ability of manufacturing and quality control, we also introduced the automatic manufacturing equipment and the Olight Manufacturing Execution System (OMES).
Quality is always the first of all.
Continual Innovation
To Olight, the product is the basis while innovation is the root. Olight will continually increase R & D investment with a double input in the next 2 years, exploring a sustainable development path driven by innovation.
1. Keep iteration of the classic product series to achieve better performance and use experience enhancement.
2. Expand into new lighting categories to meet the needs of various application from customers and enrich the user scenario.
3. For products innovation of materials, colors and process etc. will be strictly limited in quantity and provided with superior experience.
4. Fans engagement and co-creation. Collecting fans’innovation to absorb external energy and working hard to get fans' high-value creative ideas off the ground.
A groundbreaking and industry-disrupting innovation may take some time, but we still believe that we can make it. Since we have already made up our mind to keep focusing on our main course and are willing to invest in R & D, we believe our customers will see awesome products come to the market one after another.
About Customer Service
Olight Continues to Provide Excellent Service
In Olight, we always strive to create an inspiring and personalized experience for users through high-quality lighting products. And we do have received a lot of praise by bringing “wows” to our customers, sending out birthday gifts, festival gifts and variety of surprising gifts. We will continue to do it and wow customers in the future. However, we also realized that we haven’t done well in some aspects, like keeping customer waiting for solving a simple problem, bad after-sale experience for products of limited edition, unfulfilled membership benefits, and so on. To change, we are taking the following measures:
Consolidate after-sales service
We have already started some programs and are planning to take measures to improve and consolidate after-sales service.
1. We also prepare accessories in advance that customers can replace themselves to improve the solving efficiency of simple problems.
2. Meanwhile, we are building an after-sale closed-loop system and conducting follow-up visits. Customer complaints during the regular promotion period will be solved within a week.
3. For the products of limited editions, we will reserve a certain quantity of inventory and related accessories for after-sales purposes.
4. For products that have been discontinued and out of stock, we will offer two options: Replace with an upgraded product or a similarly priced product
Update membership benefits
As a way to give back to our customers, we have always attached much importance to the membership benefits. We will definitely fulfill what has been listed and makeup the unfulfilled for all the members this year.
1. We will keep the benefit of Early Access, and inform you in advance if there’s any special situation.
2. The gifts in the Preferential Zone will be further enriched, allowing copper level customers or higher to get them for free.
3. The new limited-edition products will be updated to the Exclusive Limited-Edition Zone.
Customer service including after-sale service, membership service and “Surprise Gift” service is one of the very cores of Olight “customer-oriented” brand promise. We will surely to continually providing excellent and exceeding expectation service.
About Shopping Experience
Olight Promises to Provide Smooth and Delightful Shopping Experience
As a lighting company mainly depending on R&D and manufacturing, we have to admit that we have experienced a lot on website building and operation like website crashes, slow speed, functional errors, and other problems. Thanks to the patience and support of our Olight customers and fans, we finally set up and release a self-built network system after more than a year with the effort of our IT team. This thoroughly solved the problem of crash-down. It proves that this problem has been solved since December of 2021. We also have made some optimizations on website loading and the speed of our website has increased by 33% compared to the previous. At present, in terms of the payment process, we will upgrade to a more user-friendly operating procedure and will add more payment options for convenient paying.
Apart from the IT-related aspects, we are also trying to regulate the accessory section and list necessary ones to meet customers’ needs. For out-of-stock products, the product description will remind you of the product arrival date. We're now sticking ot the rule that we won't presale any items even if the stock is about to be replenished yet still not completely arrived.
Efforts may take time; changes may seem slow. However, we hear your voice and are truly changing and improving. Just wait and see our result!
About Logistics
Olight Strives to Improve Logistics Delivery Efficiency
As it is known that we have changed our order fulfillment centre for a while and it turns out that the number of missing or losing packages has dramatically reduced according to our records. We'll take your requirements into considerations and endeavor to make any of them come true for better shipping experience.
Our resolutions are aligned with our actions, we will spare no efforts to make things happen. Let’s look forward to a better and faster logistic experience together.
Brand Promise Progress(April 2023-April 2024)
Until now, we have always remembered our original intention - to adhere to our brand commitments, providing fans with the ultimate experience in products, services, shopping experiences, and logistics in four dimensions. We publicly disclose our commitment fulfillment to the public every year. In the 2023 fiscal year, Olight has taken numerous measures in brand commitment and upgrades to provide fans with higher quality products and services.
On the occasion of Olight's 17th anniversary, we sincerely invite everyone to witness and supervise our fulfillment of brand commitments from April 2023 to April 2024.
About Products and Innovation
Olight will continue to focus on delivering more reliable and innovative lighting products
Olight always prioritizes product quality. We spare no effort in enhancing product quality to ensure that our lights become customers' most reliable lighting companions and elevate the quality standards to a whole new level.
一、Quality First: Olight firmly believes that consistently delivering high-quality products stems from a rigorous and meticulous quality management process.
The stable release of high-quality Olight products is a result of our rigorous and detailed quality management process. To strictly control product quality, we regularly hold product quality analysis and quality improvement thematic meetings, making them an integral part of daily work to continuously promote the stable improvement of product quality.
Quality management relies on the excellent professional capabilities of personnel. For 23 years, we have supported and encouraged staff to progress through learning, inviting professional teams to conduct Six Sigma training to continuously enhance employees' quality management expertise. This series of measures have effectively improved various quality management project activities in a targeted manner, pushing quality management towards a more systematic mode.
Furthermore, last year, we established an ISO quality management system group and a product safety transformation group, systematically improving the level of quality management to provide fans with more assurance, safety, and higher-quality Olight products.
二、Continuous Innovation: For Olight, products are the foundation, and innovation is fundamental.
We have always adhered to the original intention of "innovation as the foundation, experience as the essence", continuously increasing our efforts in product innovation, and striving to create an outstanding user experience from all aspects. In 2023, we brought to our fans:
Brand new iterations of popular products: Arkfeld Pro, Seeker 4 Pro, Baton 4 Premium
Industry-leading innovation: Oclip
In addition to the dedication of our R&D team to product development over the past year, we successfully held the 2023 O-Designer fan co-creation design event, where we collaborated with fans to develop new limited edition products. We actively listened to fans' suggestions to create Olight products that fans love. In 2023, we successfully launched 4 limited edition designs:
Contour Line Design: Baton 3 Pro
Racing Car Design: Baton 3, Baton 3 Pro
Elf Blue Design: Baton 3 Pro Max, i3T EOS, Perun 2, Warrior 3S
Donut Design: i3T EOS
In terms of manufacturing innovation, we have never stopped our efforts. Our R&D team continuously researches and delves deeper to provide fans with the ultimate product experience. For example, in 2023, we introduced a new micro-hole laser engraving technology, allowing more products to feature battery level indicators. This advancement has elevated the product experience to a higher level in terms of appearance, texture, and functionality. In the future, we will apply this technology to more products, continuously enhancing the innovation of our products.
About Customer Service:
Olight continue to Provide Excellent Service
"Customer service is of utmost importance to us at Olight. We promise to continue providing high-quality service to all our customers.
At Olight, our mission is to create personalized and inspiring experiences for our users through our high-quality lighting products. We have delighted our customers in the past by sending them unexpected gifts on special occasions like birthdays and holidays. We have received a lot of positive feedback for this approach and will continue to do so in the future.
However, we acknowledge that there have been some areas where we have not performed up to our standards. For instance, customers have had to wait too long to have their issues resolved, and some have had unpleasant experiences when dealing with limited-edition products or unfulfilled member benefits.
To address these issues, we have taken several steps to improve our customer service in 2024. We are committed to making sure all our customers have a positive experience with Olight and will continue to work hard to deliver on this promise."
We have made some changes to our membership benefits system to improve the experience of our VIP members. These updates include:
1.1 Improved voucher rules in the redemption zone, with the addition of a £30 redemption voucher.
1.2 Quarterly free NDA product for legend product.
1.3 Double points for orders placed during the September O-Fan Day.
1.4 Regular updates to redemption zone products based on community voting.
We have some exciting updates to share with you. Firstly, we have made some changes to our birthday exclusive models, so that our Yellow Diamond and higher-tier members will receive different surprises on their birthdays each year. Additionally, we have improved the membership coins in our Loyalty Programme to better serve our Yellow Diamond and higher-tier members. Last year, we also introduced limited edition products, such as the Baton 4 Copper and the i3T Zirconium, featuring precious materials, exclusively for our members in the limited-edition zone.
We have been providing surprise gifts to make our O-Fans feel loved.
1. In 2023, we produced three surprise gifts including the Marauder Mini mouse pad, Marauder Mini bookmark, and Seeker 4 mini-Patch.
2. To celebrate UK Olight's anniversary in May, we planned and produced paper-cut gifts and handwritten letters for our fans.
3. We also created exclusive avatar commemorative frames to celebrate the anniversaries of our volunteers.
4. For Black Friday, we produced surprise stickers as free gifts for our fans, which reached over 3000 people.
5. In September and December, we sent exclusive gifts and handwritten thank-you letters to our UK customers.
In 2024, we will continue to create surprise experiences for more Olight fans, putting our hearts into gifts that they love.
We are committed to providing efficient after-sales service to our customers. Our approach includes the following measures:
1. During the warranty period, we prioritize replacing discontinued or out-of-stock products with upgraded versions. If that is not possible, customers can pay the price difference in exchange for other products.
2. We have updated our return policy and process to encourage customers to apply for after-sales service on their own. If necessary, they can contact customer service for assistance.
3. We aim to launch a lifetime warranty policy within the next 3-5 years.
Furthermore, we have updated our after-sales page to provide customers with a clearer understanding of the entire after-sales process. This will make it more convenient for them to access the information they need. To access the page, please click the following link: https://www.olightstore.uk/warranty
About the shopping experience
Olight Promises to Provide a Smooth and Delightful Shopping Experience
We at Olight are committed to providing our customers with a smooth and enjoyable shopping experience. As a lighting company focused on research and development, we have faced various issues in website construction and operation such as website crashes, slow speeds, and functional errors. We are grateful for the patient support of our customers, and with the efforts of our IT team, we have made several optimizations in areas such as website loading and search functions in 2023.
To ensure a smooth and enjoyable shopping experience, we have implemented the following upgrades to our website:
1. In October, we completely upgraded our website to improve website performance, and UI interaction, and optimize the SEO search functions. As a result, the website loading speed has increased. We have also enhanced the accuracy of search results.
2. We have added an in-site message feature for launching activities, new product releases, and sharing knowledge with our customers. This helps customers quickly grasp the latest information.
3. We have optimized our homepage videos with self-playing large screens to enhance the visual experience.
4. We have added an "Add-on item" on the checkout page, streamlining the shopping process by offering low-priced related items to customers.
5. We have introduced free shipping for new customers' first orders, allowing them to enjoy free gifts and a better first-time shopping experience.
6. We have launched an "Earn Reward Program." Silver and above tier members are eligible for distribution, with both distributors and invited users receiving distribution rewards.
7.We have launched an exclusive page for limited edition products, regularly updated for users to browse and understand historical products. This has received attention and positive feedback from fans.
"We are always working to improve our website to make the browsing and shopping experience better for our customers. Every month, we make changes to the website in certain areas. We always prioritize our customers' perspective and look for any opportunities to optimize the website."
About logistics
Olight Strives to Improve Logistics Delivery Efficiency
Regarding logistics, Olight is committed to enhancing delivery efficiency. To achieve this, we do the following:
1. Orders from major promotional activities are shipped on the same day to ensure that customers receive their orders quickly, especially during peak seasons.
2. We guarantee stable logistics efficiency within 3-5 days, and we ensure that there are no abnormalities from local warehouses and logistics providers.
Olight has always been dedicated to providing the public with high-quality lighting products, but our mission goes far beyond that. We are also committed to bringing diverse brand experiences to our customers, allowing them to feel more warmth and care.
Let's take a look back together at the efforts we made to continuously enrich brand-related activities from April 2023 to April 2024 :
We feel privileged to have facilitated a significant shopping experience for many people who participated in our autism charity sale and breast cancer charity sale. We are pleased to announce that we have donated all the proceeds of £3166 to the National Autistic Society and £3243 to Cancer Research UK.
This highlights the fact that your purchase of torches plays a crucial role in helping those in need. Olight is committed to finding more opportunities to give back to the world, and we look forward to joining hands with you on this journey.
In the rapidly evolving era of innovation, Olight never stops. In the future, we will continue to strive to create more innovative mobile lighting products, aiming to lead the way in the field of mobile lighting. We thank all our fans for their continuous support and look forward to growing together in the future journey, contributing Olight's strength to the innovation of lighting technology!
We welcome your suggestions and criticisms. Please feel free to contact us at contact@olightstore.uk Our professional team will consider your feedback comprehensively and actively implement improvements.
Let's illuminate the world together!