Product Support

USING MY CORDLESS LAMP

  1. Can I use the lamp in my country?
  2. Can the lamp be used outdoors?
  3. How long does it take to recharge a lamp?
  4. What is the life expectancy of the battery?
  5. What light source is used in the NEOZ Cordless Lamp?
  6. What is the life expectancy of the globe?
  7. What’s the best method to clean my lamp?
  8. What is the best way to store my lamp for an extended period of time when it is not in use?

MY CORDLESS LAMP IS NOT WORKING

  1. My lamp is flicking when I turn it on.
  2. My battery is fully charged but nothing happens when I try to turn the lamp on.
  3. My battery is fully charged but it quickly runs out of power.
  4. My lamp turns on but only for a second and then turns off again.
  5. I have placed the lamp on the recharging base station, but the indicator remains blue.
  6. The recharging base station is inactive with no LED indication.

REPAIRS & WARRANTY

  1. Is my Cordless Lamp covered by a warranty?
  2. I accidentally damaged my Cordless Lamp, can I get it repaired?

 

TECHNICIAN'S ANSWERS

  • Can I use the lamp in my country?

    Yes, you can. The NEOZ charging system is designed to be used around the world. It accepts mains input from 100V–240V. We supply you with the correct charger/power supply for your country.

  • Can the lamp be used outdoors?

    Yes. It is designed to be used both indoors and outdoors. However, never place the lamp on an unstable surface or immerse the lamp in water. Please check the specification for Ingress Protection Rating for your chosen lamp type.

  • How long does it take to recharge a lamp?

    It will generally take 6 hours for the UNO & ECO battery pack and 9 hours for the PRO battery pack.
    Recharging is influenced by temperature and humidity. A hot ambient temperature will increase charging time.

  • What is the life expectancy of the battery?

    Your lamp is equipped with high-quality Japanese made Sanyo/Panasonic rechargeable Li-ion battery packs.
    Battery typically has a life expectancy of 1000 charge/discharge cycle or roughly 3-5 years depending on usage pattern. Please note rechargeable batteries like to be exercised, prolong inactivity or operating in high temperature will impair performance and shorten battery life.

  • What light source is used in the NEOZ Cordless Lamp?

    For most Cordless Lamp models, you now have a choice of LED or Halogen. Our standard light source is our custom-designed LED globes, with a CRI of 95+ it is visually indistinguishable from the traditional halogen but also save on electricity and last much longer (a service advantage in difficult to reach places). Alternatively, our German-made Osram 5W halogen light bulbs will give the most flattering colour rendering for food and skin tones when a lower light output is desired.

    Upon request, selected lamps in our range can be programmed to support a 10W halogen light source for increased light output. However, operating time will be reduced by approximately 50%.

  • What is the life expectancy of the globe?

    LED globes have 50,000 life hours. Halogen globes have 4,000 life hours.  Check the lamp's Bulb Options tab for more details.  

  • What’s the best method to clean my lamp?

    We have prepared a simple guideline here for your reference.

  • What is the best way to store my lamp for an extended period of time when it is not in use?

    We recommend recharging the lamps every 2 months & no more than 3 months.
    Store the lamp in a dry and cool place preferably no higher than 25c, elevated temperature will hasten permanent capacity loss.

    This prevents the battery from dropping below 2.50V per cell, triggering sleep mode.
    Li-ion will no longer be recoverable if kept below 2.00V per cell for more than a week.

  • My lamp is flicking when I turn it on.

    Your lamp is set to candle mode. To return back to Normal Mode, simply Press and hold the on/off button at the bottom of the lamp for 10 seconds, then release when the red LED indicator flashes.

  • My battery is fully charged but nothing happens when I try to turn the lamp on.

    If the battery indicator on the bottom of the unit is showing 3 green bars, then the light bulb may have failed, please contact us to arrange for a replacement.

    The battery may be disconnected from the unit, check connection if battery indicator is inactive.

    If battery indicator is inactive or remains red after a full 12 hours of recharge cycle, the battery may have reached the end of its service life. This typically occurs after 3-5 years under normal usage or extend a period of inactivity. We recommend the purchase of new battery. Click here to purchase.

  • My battery is fully charged but it quickly runs out of power.

    If the battery indicator on the bottom of the unit is showing only 1 green light even after a full recharge, the battery may have reached the end of its service life. This typically occurs after 3-5 years under normal usage or an extended period of inactivity. We recommend the purchase of new battery. Click here to purchase.

  • My lamp turns on but only for a second and then turns off again.

    This may be caused by the use of incorrect bulb, we recommend the use of genuine NEOZ LEDs or NEOZ tested & approved halogen light bulbs only.

  • I have placed the lamp on the recharging base station, but the indicator remains blue.

    The contact between the lamp and the base station may be obstructed. Please make sure the pins are clean & in a fully extended position. Use a dry cloth, and wipe it clean gently.

  • The recharging base station is inactive with no LED indication.

    Check the recharging base station or trays are connected properly with the power supply.
    For trays equipped with 50W & 120W power supply, please check the green indicator is active.

  • Is my Cordless Lamp covered by a warranty?

    All NEOZ Cordless products are covered by a 36-month warranty.
    Please see our Warranty statement for further details.

  • I accidentally damaged my Cordless Lamp, can I get it repaired?

    Of course, you can! Every component of the NEOZ Cordless Lamp is designed to be easily replaced. Our service department can service and repair any cosmetic or component damage. Please contact us or one of our distributors for more information.