FAQ & Troubleshooting
Here we will try to answer your most commonly asked questions about Xtralite products and services. Remember you can always contact us for support via phone or email:
+44 (0)24 7658 6845
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I Only Want A Power Failure Light / How Do I Turn Off Night Light & Motion Sensor Features?
The only model that can be solely used as a power failure light is the NiteSafe Maxi LED Nightlight, Torch & Power Failure Light.
In order to turn off the Maxi nightlight feature you will need to move the switch on the front of the torch to 'Off'. When the torch is in the cradle base and plugged in to a switched on wall socket, none of the nightlight features activate.
With the switch on the torch still in the Off position you can remove it from the cradle and the top LED lights will activate putting it in to torch mode, here you can toggle between Hi, or Lo light when the torch is fully charged.
If the torch is inside the cradle and plugged in to a switched on wall socket the torch will activate if a power cut is detected even if the switch on the torch itself is at the Off position.
In a nutshell in order to remove the night light feature and only use the torch as a power failure light the switch on the torch needs to be in the Off position and placed inside the cradle plugged in to a wall socket that is turned on.
None of the other NiteSafe models have this function currently.
SENSOR II WORK-AROUND / HACK
If you have a NiteSafe Sensor II and only want it to function as a power failure light and not a motion sensor light you can simply swivel the torch round in the cradle base so the sensor is facing the wall.
This way nothing can activate the sensor meaning no light will be triggered while it is in this position. If a power cut is detected the LED light on the top of the torch will activate making it still fully visible in darkness when it's in this position.
WHAT ARE THE MAIN DIFFERENCES BETWEEN THE NITESAFE DUO MODELS?
Currently we have 3 models available in the Duo range, the Duo symbolizes the dual functionality of nightlight and motion sensor.
The main differences can be seen in the table below. The prices are correct as of September 2023 and may be subject to change.
HOW DO I CHANGE BETWEEN NIGHTLIGHT & MOTION SENSOR ON THE DUOS?
The sliding switch on the side of the torch determines which mode the torch will be in. Once the light is in the charging cradle and plugged in to a wall socket you can move the switch up to put the torch into Dusk Till Dawn nightlight mode. This means the LEDs on the front of the torch will light up and stay on during darkness.
In the same way if you move the sliding switch all the way down this will put the torch into motion sensor mode. This means that during darkness the front LEDs will light up when motion is detected and then go off again.
If the sliding switch is in the middle the torch is completely turned off and will not light up, even if a power cut is detected.
The first time you use the torch it will be in motion sensor mode, this means when it is in the charging cradle and plugged in to a wall socket the front LEDs will light up when motion is detected in darkness and then go off again.
If you press the round button on the back of the torch when it's in the charging cradle this switches it to nightlight mode. This means the front LEDs will turn on automatically and stay on when darkness is detected, in this mode you will also see the front light get brighter when motion is detected before resuming to the low light nightlight.
The first time you use the torch it will be in motion sensor mode, meaning when motion is sensed in darkness the front LEDs will activate and then turn off. To change from this mode to night light mode you will need to press the small button on the side of the torch whilst the torch is inside the plugged in cradle base.
When the torch is in night light mode it will have a low, consistent light whenever darkness is detected, when motion is detected the LEDs will also brighten temporarily.
WHAT IS MY WARRANTY?
On orders containing electrical goods we offer a 12 month warranty that is activated automatically from the date of receipt of goods. Your invoice or order confirmation email is your warranty in essence as it provides the date of purchase and where the order was purchased from.
Should you wish to discuss a return or replacement that is within warranty period please contact us directly.
I CAN'T FIND MY ORDER CONFIRMATION / I DIDN'T ORDER DIRECTLY FROM YOU. HOW DOES THIS IMPACT MY WARRANTY?
We require some form of proof of purchase in order to handle any issue that may arise and to offer a return, repair or replace service for items within their warranty period.
If you're unable to find order details please contact us and we can attempt to find your order details on our system, this would be first and last name, address or post code. If we're unable to find any information regarding your order we will not be able to proceed with a return, repair or replace service.
If your order was a gift please contact the person who ordered the goods so that they can provide a proof or purchase or they can get in touch with us themselves if they prefer.
If your order was placed via another vendor such as Amazon, eBay, Argos, B&Q then you will need to contact their customer service in the first instance, if you are having problems getting a resolution with them for an item that is within warranty please contact us.
WHY CAN'T I ORDER THE SLIM SENSOR WITH A UK PLUG?
The NiteSafe Slim Sensor has now been discontinued and replaced with a more superior model the Sensor II. We still have limited stock of the Slim Sensor with a EU plug which is for use in countries outside of the UK.
DO YOU OFFER TRADE DISCOUNTS?
If you're a looking to wholesale products or become a trade customer please contact us directly via email to be sent our trade price list. We are very popular with holiday lets, rentals, caravan parks etc. as our NiteSafe comply with mandatory Fire Safety Regulations.
HOW LONG SHOULD THE NITESAFE LIGHTS LAST FOR?
Generally LEDs offer a more long-lasting functionality with up to 50,000 hours of light. If you're experiencing problems with your light please contact us.
CAN I CHANGE THE BATTERY IN THE NITESAFE LIGHTS?
No, the battery should not ever need to be replaced as it is charged via the induction charging cradle bases provided with the product. If a product is tampered with in any way it will be void of it's warranty and not eligible for a return or refund. We strongly recommend not opening up the lights.
CAN I GET A SPARE / REPLACEMENT CHARGING BASE?
Yes, for most of the NiteSafe models we can provide a replacement base should yours become faulty and the order is within warranty. If you would like to purchase a replacement base they can be ordered from our website directly for £5.
Please note our NiteSafe Maxi model has recently been updated so the original older base will not work with the latest version. If you're unsure if the model you have is an older version please contact us by email with a photo of the base of the torch you have and we can advise.
Need more help? Please see links below to further information pages