Refund Policy

As a consumer, you have the right to cancel your order for any reason from the moment of purchase up to 30 days after receiving your goods. If your order arrives in multiple deliveries, the 30-day period begins from receipt of your final package. To cancel, please email us at info@luminexled.com. Please note that orders cannot be cancelled once they have been dispatched.

You may return any unused product in its original condition within 30 days of delivery if you no longer require it. All items must be sent back within 30 days to qualify for our returns period. We reserve the right to apply a 20% restocking fee on items not returned in their original packaging or condition.

When returning products (whether for cancellation or due to a fault), please use the original packaging, include all instruction manuals and accessories, and return items within 15 days of notifying us. For change-of-mind returns, you are responsible for return shipping costs. For faulty items, please pay the postage upfront and we will reimburse you once we receive and confirm the fault. If a returned item is found to have no fault, you will be responsible for all collection and delivery charges.

Refunds are issued to the original payment method used for your purchase. However, we may reduce the refund amount (or in extreme cases, decline a refund entirely) if products show signs of use or damage, original contents or accessories are missing, or packaging has been unnecessarily damaged.

All products available in variable lengths are precision-cut from 30-metre or 50-metre rolls to meet your exact specifications. Made-to-measure items, including LED Strip Lights and Neon Flex Lights, are customised specifically for your order and cannot be cancelled or returned. Please carefully review your order details before purchasing, as these special orders are non-refundable once processing begins.

The following products are not eligible for returns or refunds: goods made to measure, cut, or mixed to your requirements, orders containing custom cutting lengths, and orders exceeding £50 in value (classified as custom orders).

Exception: Complete 50-metre rolls may be returned for a full refund if unused, in original condition, and with original packaging intact. Unused accessories such as power supplies, adapters, controllers, drivers, and aluminium profiles remain fully eligible for returns.

Any modifications made to your LED products will immediately void the warranty. If your product develops a fault within the 12-month warranty period, we will issue a replacement only – refunds are not offered under warranty. Items returned within 7 days will receive a refund or replacement, while items returned after 7 days will be repaired and sent back to you. Luminex LED is not liable for any installation or fitting costs. Please contact us before returning any faulty items.

For refund enquiries or to initiate a return, please contact us.