Returns Policy
General Guidelines
- All returns must be in their original packaging and in resaleable condition. If items are returned damaged due to insufficient packaging, we cannot refund them.
- Return shipping is at your own risk. We recommend keeping proof of postage.
Cancelling or Changing Orders
- To cancel or amend an order due for dispatch, call 01132524706 opt 2 before 1pm on the same day. We will try to assist but cannot guarantee changes after this time.
- If your order has already been dispatched, you will need to follow the returns process.
14-Day Return Policy
- You have 14 days from receiving your order to request a return for stock items only (not Special Orders, Neonplus® or Neon Flex signs).
- Items must be unused, in original packaging, and in resaleable condition to qualify for a refund.
- After requesting a return, you have an additional 14 days to send the items back to us.
- Refunds will be processed within 14 days of receiving the returned product.
Non-Returnable & Non-Refundable Items
We cannot accept returns, cancellations, or refunds for the following:
- Special Orders: Products not listed on the website or custom bulk orders.
- Cut LED Products: Any LED strip, LED flex, or LED modules cut into quantities less than 20, or with custom work (e.g., cable attachments).
- Bespoke Products: Custom-modified items, such as LED strips with pre-soldered wires.
- Neonplus® & Neon Flex Signs: These bespoke items cannot be cancelled or exchanged once production has started.
Faulty, Incorrect, or Damaged Goods
- If you receive faulty or incorrect goods, contact us at sales@weloveleds.co.uk or 01132524706 opt 2 with your order number. We will resolve the issue and send replacements via next-day delivery.
- For timed or Saturday deliveries, a surcharge will apply.
Return Costs
- You are responsible for return shipping costs unless the item is faulty.
- For faulty items, we will refund up to £15+VAT for return shipping with proof of cost.
Refunds
- Refunds are issued to the original payment method within 14 days of receiving the returned goods.
- A 20% returns fee applies to certain items, including LED kits, bulbs, LED Neon Flex, batteries, and End of Line products.
- Items returned without a Returns Note or after the 14-day period will also incur a 20% returns fee.
Exchanges
- If you prefer an exchange, any price differences will be amended. Carriage costs will apply, and a 20% returns fee will be deducted from the original order.
Guarantees
- Faulty items within their warranty period (1, 3, 5, or 10 years) will be replaced or repaired. In most cases, items must be returned to us for testing. If return isn’t possible, photographic proof of the fault is required.
- Return carriage for faulty items will be reimbursed up to £15+VAT.
- This warranty is a return-to-base, repair-or-replace warranty. We are not liable for any additional costs.
This policy does not affect your legal rights. For further details, please refer to the Consumer Protection Act.
