Order by 2pm
for Next-Day UK Delivery 🚚
for Next-Day UK Delivery 🚚
Returns & Warranty
We want you to be completely happy with your purchase. If something isn't right, our 14-day returns policy makes it easy to get a refund or exchange on eligible items.
✅ 14 days to request a return from delivery
✅ Original packaging and resaleable condition required
✅ Refunds processed within 14 days of receiving your return
📦 How to Return an Item
Step 1: Contact us within 14 days of receiving your order
Step 2: We'll provide a returns note and instructions
Step 3: Pack items securely in original packaging
Step 4: Post to us (keep proof of postage) — refund issued within 14 days of receipt
📞 To request a return: Call 0113 252 4706 (option 2) or email sales@weloveleds.co.uk
🔄 14-Day Return Policy
You have 14 days from receiving your order to request a return for stock items. After requesting, you have an additional 14 days to send the items back to us.
To qualify for a refund, items must be:
- Unused and in original condition
- In original packaging
- In resaleable condition
💡 Tip: Keep proof of postage when returning items. Return shipping is at your own risk unless the item is faulty.
🚫 Non-Returnable Items
We cannot accept returns, cancellations, or refunds for the following:
❌ Cut LED Products — LED strip, neon flex, or modules cut to quantities less than 20, or with custom work (e.g., soldered cables)
❌ Special Orders — Products not listed on the website or custom bulk orders
❌ Bespoke Products — Custom-modified items such as LED strips with pre-soldered wires
❌ Neonplus® & Neon Flex Signs — These bespoke items cannot be cancelled once production starts
⏱️ Cancelling or Changing Orders
Need to cancel or amend an order before it ships?
⚠️ Call us before 1pm on the day of your order: 0113 252 4706 (option 2)
We'll try our best to help, but cannot guarantee changes after this time. If your order has already been dispatched, you'll need to follow the standard returns process.
⚡ Faulty, Incorrect, or Damaged Goods
Received something faulty, wrong, or damaged? We'll sort it out quickly.
✅ Contact us with your order number at sales@weloveleds.co.uk or call 0113 252 4706 (option 2)
✅ Replacements sent via next-day delivery
✅ Return postage refunded up to £15+VAT with proof of cost
Note: Timed or Saturday deliveries for replacements may incur a surcharge.
💷 Return Shipping Costs
| Reason for Return | Who Pays? |
|---|---|
| Changed your mind | Customer pays return postage |
| Ordered wrong item | Customer pays return postage |
| Faulty item | We refund up to £15+VAT |
| Wrong item sent | We refund up to £15+VAT |
💳 Refunds
Refunds are issued to your original payment method within 14 days of receiving your returned goods.
⚠️ 20% Returns Fee applies to: LED kits, bulbs, LED Neon Flex, batteries, and End of Line products. Also applies to items returned without a Returns Note.
🔄 Exchanges
Prefer an exchange? No problem. Any price difference will be amended accordingly. Please note:
- Carriage costs apply for the replacement item
- A 20% returns fee will be deducted from the original order value
🛡️ Warranties & Guarantees
Our products come with warranties ranging from 1 year up to 10 years depending on the product type.
| Warranty Period | Products |
|---|---|
| 10 Years | ROCKLED Modules |
| 5 Years | Selected premium products (check product page) |
| 3 Years | Selected products (check product page) |
| 1 Year | Standard products |
Making a Warranty Claim
Faulty items within their warranty period will be replaced or repaired. Here's how it works:
- Contact us with your order number and description of the fault
- In most cases, items must be returned to us for testing
- If return isn't possible, we may accept photographic proof of the fault
- Return carriage for warranty claims is reimbursed up to £15+VAT
💡 Note: This is a return-to-base, repair-or-replace warranty. We are not liable for installation costs or consequential losses.
📦 Packaging Your Return
❌ Important: All returns must be in original packaging and in resaleable condition. If items are returned damaged due to insufficient packaging, we cannot refund them.
Please pack items securely and keep your proof of postage — return shipping is at your own risk.
⚖️ Your Legal Rights
This policy does not affect your statutory rights under consumer law. For more information, please refer to the Consumer Rights Act 2015.
❓ Common Questions
Can I return cut LED strip?
No, cut LED products (strip, flex, or modules cut to less than 20 pieces) cannot be returned as they're custom-cut to your requirements. Full reels and uncut products can be returned within 14 days.
How long do refunds take?
Refunds are processed within 14 days of receiving your returned goods. The money will be returned to your original payment method.
What if my item arrived damaged?
Contact us immediately with your order number and photos of the damage. We'll send a replacement via next-day delivery and refund your return postage (up to £15+VAT).
What's the 20% returns fee?
A 20% restocking fee applies to certain items (LED kits, bulbs, Neon Flex, batteries, End of Line products) and to returns made without a Returns Note. This covers our handling and restocking costs.
📚 Related Guides
🤔 Need to Arrange a Return?
Our team will guide you through the process.
📞 0113 252 4706 (opt 2) | ✉️ sales@weloveleds.co.uk
