Returns Policy

Returns & Refund Policy

1. Overview
At LED & Power, we aim to ensure every customer is satisfied with their purchase. This Returns & Refund Policy explains your rights and our procedures for returning products purchased through our website. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation.

2. Consumer Cancellation Rights (Online Orders)
If you are purchasing as a consumer (an individual buying for purposes outside your trade, business or profession), you have the right to cancel your order for most standard stocked products within 14 days of receiving your goods without giving a reason. To exercise your right to cancel, you must notify us in writing by email or via our contact page within 14 days of receiving your order.
Once you have notified us, you must return the goods within a further 14 days. Refunds will be processed within 14 days of us receiving the returned goods (or evidence that they have been returned, whichever is earlier). Please note that your refund will include the cost of the goods and the standard outbound delivery charge originally paid. Any enhanced or express delivery charges are non-refundable.

3. Made-to-Order & Bespoke Products
Many of the products we supply are manufactured specifically to customer requirements.

This includes products that are:

  • Manufactured to a customer’s specification
  • Custom-built or modified
  • Made in non-standard sizes or dimensions
  • Produced in bespoke finishes or colours
  • Manufactured with customised electrical specifications
  • Special-order items that are not normally stocked

As permitted under the Consumer Contracts Regulations 2013, orders for made-to-order, bespoke or personalised products cannot be cancelled once production has commenced and are not eligible for return simply because they are no longer required or ordered in error. This does not affect your statutory rights if the goods are faulty, damaged or incorrectly supplied.

4. Business Customers
The statutory 14-day cancellation rights apply only to consumers. Orders placed by businesses, companies, sole traders, contractors, electricians or other trade customers are not covered by these cancellation rights. Returns from business customers may be accepted at our discretion and must be authorised by LED & Power before goods are returned. Where a business return is accepted, we reserve the right to:

  • Apply a restocking charge where applicable.
  • Refuse returns of discontinued or obsolete products.
  • Refuse returns of products specially ordered for the customer.
  • Deduct any costs incurred in returning goods to the manufacturer.

5. Condition of Returned Goods
Unless goods are faulty, all returned products must:

  • Be unused and in as-new condition.
  • Be complete with all accessories, instructions and components.
  • Be returned in the original manufacturer’s packaging where reasonably possible.
  • Not have been installed, modified or damaged.

We reserve the right to reduce any refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and operation. Returns may be refused where products have been installed, used, altered or are no longer in a resaleable condition.

6. Faulty, Damaged or Incorrect Goods
Please inspect your order as soon as it is delivered.
If your order:

  • arrives damaged;
  • is faulty;
  • develops a manufacturing defect; or
  • has been supplied incorrectly,

Please notify us as soon as reasonably possible. Where a product is confirmed to be faulty or incorrectly supplied, we will provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include repair, replacement, refund or another suitable remedy. We may ask for photographs, product information or return of the goods to help assess the issue.

7. Goods Damaged in Transit
Any visible damage should be noted upon delivery where possible. Transit damage should be reported to us as soon as reasonably practicable after delivery, together with photographs of:

  • the product;
  • the packaging; and
  • the shipping label.

This enables us to investigate with our delivery partners promptly.

8. Returning Goods
Before returning any product, please contact our Customer Services team to obtain a Returns Authorisation. Returns sent without prior authorisation may result in delays or refusal.
Please include:

  • your order number;
  • your name;
  • your contact details;
  • the reason for return.

Goods should be securely packaged to avoid damage during transit.

9. Return Shipping Costs
If you are exercising your right to cancel a standard consumer order, you are responsible for the cost of returning the goods unless otherwise agreed. If we have supplied incorrect goods or the products are confirmed to be faulty, LED & Power will arrange collection or reimburse reasonable return postage costs.

10. Refunds
Refunds will be made using the original payment method wherever possible. Once returned goods have been received and inspected, refunds will normally be processed within 14 days. Where appropriate, deductions may be made where returned goods have suffered a loss in value due to handling beyond what is reasonably necessary.

11. Non-Returnable Items
Unless faulty or incorrectly supplied, we cannot accept returns for:

  • Made-to-order products.
  • Bespoke or customised products.
  • Personalised products.
  • Products manufactured specifically to customer specifications.
  • Products that have been installed or used.
  • Products damaged after delivery due to misuse, incorrect installation or
    improper handling.

12. Contact Us
If you have any questions regarding returns, refunds or cancellations, please contact our Customer Services team before returning any goods.

LED & Power Ltd
Email: sales@ledandpower.co.uk
Telephone: 01642 057722