**All parcels when returned must be wrapped suitably to make sure they are received in perfect condition. All returns are at your own risk. If the goods are received damaged through obvious courier damage or insufficient packaging, we won't be able to refund for the goods received if they aren't in a resaleable condition.
14 Days To Return policy
Changing Or Cancelling Orders
Any items that are due to be dispatched that day would need a phonecall before 1pm to cancel or amend any orders. The products usually leave us pretty quickly so we couldn't guarantee it, but if can help we definitely will! Please ring 01132524706 opt 2 to speak to a member of the team.
If your order has already been dispatched you will need to follow the returns procedure below, once you've received your delivery.
Returns & Exchanges
Hopefully you'll have no reason to return or exchange anything, but should you feel the need you have 14 calendar days from receiving your items to let us know you are returning items.
In the emailed 'Order confirmation' and 'Shipping confirmation' there is a link to a 'Returns Note', please click this and include in the box with the returned goods. You then have a further 14 calendar days to send the goods back and for us to receive them. The items must be in the original packaging, in a re-saleable condition and unused to receive a refund*.
We regret that we cannot issue refunds or exchanges after the 14 day period outlined in the Consumer Contracts Regulations. Where returns are accepted, please be aware that this process can typically take up to 14 calendar days to complete.
Incorrect, Faulty or Damaged Goods
Occasionally mistakes happen :( and we may send out the wrong product or the courier will do a jig on your parcel and damage it. If this happens please email us at email@example.com with the details or ring us on 01132524706 opt 2 for us to try resolve the issue. **Having your order number handy would be helpful - This is positioned top left on the emailed invoice or delivery note**
Any replacements will be sent out on a standard next day delivery. If you require a timed or Saturday delivery a surcharge will apply
How To Return or Exchange Items
Email us on firstname.lastname@example.org with your issue, remembering to state your order number on the email. (This is positioned top left on your invoice and delivery note)
Send the item(s) back to us with the 'Returns Note' to: WeLoveLEDs, Unit 3 Maple Park, Lowfields Avenue, Leeds, W.Yorks, LS12 6HH, making sure to keep your proof of postage in case the package doesn’t make it to us. We can’t accept liability for goods that get lost or damaged when they’re returned.
We don’t cover charges to return the item(s) if you changed your mind or ordered incorrectly. If the item(s) are deemed faulty we will refund you the cost of returning them to us. We may ask you to send a copy of the courier receipt to show the carriage charge. We will refund return carriage costs upto a reasonable value of £15+Vat
Refunds are processed within 14 days of us receiving the returned product. We can’t refund an alternative card and if your original card has expired you will receive a credit note. We’re not liable and don’t take responsibility for any bank charges that you may incur during the refund process.
Any promotional discounts applied to the original order will be taken into account and deducted accordingly to each item.
Your statuary rights are not affected.
Products we’re unable to cancel, exchange or fully refund for:
Can’t Be Cancelled or Exchanged:
Due to the nature of the bespoke NeonPlus® products, once an order has been placed this cannot be cancelled or exchanged. Please ring us and we will see at what stage the product is at, but production is usually started immediately after order.
*20% Returns Fee
E14, E10, G40 and G45 LED kits & bulbs and cut lengths of LED Neon Flex, all styles.
We don’t resell any returned E14, E10, G40 and G45 LED bulbs. They must be kept at ambient temperatures whilst in storage and once these products leave the building we can’t be in control of how they are stored by the customers, this means we can’t resell them with confidence and with the necessary guarantees.
We do not resell returned cut lengths of LED Neon Flex as we cannot guarantee the integrity of the concealed strip for future use.
Returns: We deduct a 20% returns fee for the LED kits & bulbs or LED Neon Flex from your refund
Exchanges: We will exchange the returned products for what you would prefer. Any differences in price will be amended, plus a 20% returns fee from the original led order and carriage will be added on. Please ring us on 01132524706 opt 2 if you need this clarifying.
We then keep the returned LEDs and use them in our building/showspace.
1, 3 & 5yr guarantees
If the item(s) you receive are faulty or develop a fault within their warranty period, we will replace them free of charge. In most cases the items will need returning to us for us to test. If the products can't be returned because of where they are, we will need images to prove the fault.
Any carriage costs for returning items that we have deemed faulty will be reimbursed upto a reasonable value of £15 + vat.
Please note this is a return to base, repair or replace warranty. We won't be held liable for any other costs raised.
This returns policy does not affect your legal rights. Details of your legal rights are available from the Citizens’ Advice Bureau or Consumer Direct.
Click here for a link to the Consumer Protection Act
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