Returning Your Order, Returns and Exchanges, Returns Policy - Wholesale LED Lights
Returns During COVID-19
Due to the government guidelines that have been issues in the UK, our offices are closed but we remain open for business.
For this reason, we kindly ask that customers do not dispatch any items back to us for return.
Instead, we ask that customers get in touch with us if you would like to return anything you have bought, so that we can arrange dispatches for your returns after the government have issued new guidelines, to ensure the safety of both our customers and our staff.
We appreciate your co-operation during this difficult time.
Returning Your Goods
We realise that when making an online purchase you can never be 100% certain that the product you are buying is suitable for you. That is why we give you 14 days to try our products.
If you decide you no longer want your items or you have bought the wrong products (these things happen), just notify us within the 14-day cancellation period. You then have a further 14 days to return them to us, and as long as the goods are fit for resale (undamaged, in their original undamaged packaging and are not modified in any way), we will refund or exchange them.
Please be aware that in order for us to process your return, we need to be in possession of your purchased items within 14 days of you notifying us that you would like to return your items.
Please note: we take no responsibility for items that are lost or damaged on their way back to us. We advise customers to package their bulbs carefully and to use at least a second class recorded service.
Any items that have been modified intentionally or unintentionally, or any items that have had repair attempts carried out on them are not eligible for refunds. Wholesale LED Lights or any of its affiliated companies are not responsible for any modifications carried out to any products by customers after dispatch, including but not limited to rewiring, dismantling, cutting of LED Tape or any other alterations, and do not accept liability for any damage caused as a result of cutting, soldering or any other tampering after the product has been dispatched. In this situation, Wholesale LED Lights are not obliged to offer a refund or exchange.
Made-to-measure or custom items, such as LED Strip Lights and Custom LED Door Signs, are excluded from our 14-day cancellation period, unless they are faulty. Please take extra care when ordering your items that your specifications are correct.
Wholesale LED Lights does not warrant or guarantee that the adhesive backing on their LED Strip Lights will stick to all surfaces and are therefore unable to guarantee the performance. Wholesale LED Lights will therefore not accept returned goods that have had the adhesive strip removed.
Also excluded from our 14-day cancellation period are any special-order items, as these have to be specially ordered from our manufacturer. Please check to see whether the item you are ordering is special order and, if so, that it meets your specific requirements.
If the items we have sent you are not the ones you ordered, if we have sent you the incorrect number of items or if there are any missing items, please contact us within 14 days. Any communications made after this will not be eligible for refunds.
Where the items are incorrect, we will usually ask you to return them to us before we send out the correct items. However, we may occasionally make an exception if you are able to supply us with photographic evidence.
Certain items may suffer a loss of value as a result of broken seals, and thus no longer being deemed as brand new. To cover this loss, the buyer may incur a small 15% penalty at the company’s discretion. For a full list of these special-order items please see our delivery information.
For Damaged Items:
Dead on Arrival
If you receive an item and it is damaged, you must notify us within 14 working days. If we are unable to resolve the problem directly, the item in question must be returned in its original packaging for inspection. Once the item has been inspected and the fault confirmed, we will issue a replacement or a refund. If we are unable to find a fault with the item, we will return the item to you and an additional charge for delivery will be taken.
If you have modified your item before the return then any warranty that would be applied will become void, and a refund will not be given.
Faulty in Warranty Period
If you have any problems with your purchase, or if any item(s) develop a fault, please contact our customer service team on 0116 321 4120 or by emailing email@example.com. If we are unable to resolve your problem directly and your item(s) are within warranty, typically 24 months though this will vary from item to item, you will need to return the item to us for inspection, after which we will either replace, repair or refund the item at our discretion.
Under The Consumer Rights Act 2015, the consumer has the right to return any goods that they deem to be faulty within six months of purchase, at which point Wholesale LED Lights will carry out tests to determine whether the product was faulty at point of sale or not.
This warranty does not apply to damage or failure to perform arising as a result of any Acts of God or from any abuse, misuse, abnormal use or use in violation of any applicable standard, code or instructions for use including without limitation those contained in the latest safety, industry and/or electrical standards for the relevant region(s).
Items that have been modified are not eligible for a replacement item and any warranties applied become void.
If the order is under 28 days old, please contact us for a free post label. If an item is returned within the 28 days without using our free post label, we will not reimburse postage costs. If an order is over 28 days old it is the responsibility of the customer to return the goods at their cost. Wholesale LED Lights will not be liable for refunding the cost of returning items after 28 days.