Terms Of Service

When you submit an order, you’re making an offer to purchase products from us. We’ll send you an order confirmation, but your order is only formally accepted once your products have been dispatched. Until that point, we reserve the right to decline the order – though we’ll do everything possible to avoid this. If we cannot fulfil your order due to pricing errors, product unavailability, or other unforeseen circumstances, we’ll notify you promptly and issue a full refund for any payment received.

We process numerous orders weekly and rely on our inventory management system to track stock levels. While our systems are highly accurate, occasional discrepancies may occur. If an item you’ve ordered becomes unavailable, we’ll contact you immediately to discuss alternatives or arrange a refund.

Product images on our website serve as visual representations only. Despite our best efforts to display colours accurately, we cannot guarantee that your screen’s display will perfectly match the actual product colour. Minor variations may exist between images and delivered items. Product packaging may also differ from website images. As LED products can have natural variations, all specifications are clearly listed on the website and may be updated periodically.

Certain products are exempt from our standard returns policy. This includes items that are custom-cut, configured, or assembled to your specific requirements. Orders containing custom cutting lengths with a total value exceeding £100 are non-refundable and non-returnable unless the product is faulty. These are bespoke orders where LED strip lights and LED neon flex are precisely cut to your specifications, requiring significant time and resources to prepare.

Standard delivery to Mainland UK is free on all orders with no minimum spend. Deliveries typically arrive within 2-3 working days from dispatch via our trusted courier partners including Hermes, Royal Mail, and DPD. Offshore and remote locations may incur additional shipping charges.

Please note:

• Orders placed after 1:30 PM will be dispatched the following working day
• Standard delivery occurs between 9:00 AM and 5:00 PM on your selected delivery date
• Express next-day delivery is available for an additional fee on orders placed before 1:30 PM (excludes weekends)
• You’ll receive dispatch confirmation via email
• Bulk orders become the buyer’s property upon delivery
• Any delivery concerns must be reported to Luminex LED immediately
• Delivery timeframes may extend during peak periods

We shall not be held responsible for any failure or delay in fulfilling our obligations due to events beyond our reasonable control. This includes but is not limited to:

• Industrial disputes, strikes, or labour action
• Civil unrest, terrorism, war, or threat of war
• Natural disasters including fire, flood, earthquake, storms, or epidemics
• Disruption to transportation networks (rail, air, road, or sea)
• Failure of telecommunications or utility services

During such events, our obligations are suspended, and we will extend delivery timeframes accordingly. We’ll make every reasonable effort to resolve the situation and fulfil your order as soon as possible.

At Luminex LED, we’re dedicated to providing outstanding service. We believe in transparency and accountability, so if we make a mistake, we’ll take full responsibility.
However, we are not liable for any loss of profits, business interruption, or commercial opportunities.
We do not exclude liability for:

• Death or personal injury resulting from our negligence
• Fraud or fraudulent misrepresentation
• Breach of title and ownership rights under the Sale of Goods Act 1979
• Breach of quality, fitness for purpose, and description requirements under the Sale of Goods Act 1979
• Defective products under the Consumer Protection Act 1987

Customer reviews displayed on our website represent individual opinions and do not constitute part of any product specification or description. We accept no liability for inaccuracies contained within customer reviews.

All photographs, videos, content, and design elements on our website are the property of Luminex LED or our licensors. The overall design, layout, and format of our website is our exclusive property. Use of any materials is permitted only with our express authorisation. We reserve the right to modify our website at any time without prior notice, though the terms applicable at the time of your order will continue to govern that transaction.

We accept all major credit and debit cards including Visa, MasterCard, Maestro, Delta, and American Express. We also offer PayPal, Stripe, Amazon Pay, and direct bank transfer at no additional cost. All transactions are processed through secure payment gateways to protect your financial information. If any payment issues arise, we’ll contact you promptly.

Your cancellation rights depend on the nature of your purchase, whether any issues exist with the product, and whether you’re a consumer or business customer.
Consumer customers purchasing online have a legal right to change their mind within 30 days of receiving goods and obtain a refund. Refunds within the cooling-off period may be subject to deductions, and you’ll be responsible for return shipping costs.
You’re entitled to an immediate contract termination and full refund if:

• Products don’t match the specifications listed at the time of order – we’ll arrange collection at our expense
• We’ve informed you of a pricing or description error and you choose not to proceed
• Supply may be significantly delayed due to circumstances beyond our control
• We’ve suspended product supply for technical reasons exceeding one month
• You have legal grounds due to our error

Even without fault on our part, you may cancel before completion, though compensation may apply for costs incurred.

To cancel your order, please contact us via:

• Phone: [Your Phone Number]
• Email: info@luminexled.com

Please provide your name, address, order details, and contact information. We recommend calling first to discuss your situation. If products have already been dispatched or delivered, they must be returned to us. Contact us to arrange a return label or collection.
We’ll cover return costs if:

• Products are faulty or incorrectly described
• You’re cancelling due to changes we’ve communicated, pricing errors, delivery delays beyond our control, or our error

If you’re responsible for return costs and we arrange collection, we’ll charge our direct collection costs.
Eligible refunds will be processed using your original payment method, including delivery costs where applicable. Refunds will be issued within 30 days of receiving your cancellation notice.

We reserve the right to cancel any order by written notice at our discretion.

Custom and made-to-order items are excluded from our returns policy. This includes products cut, configured, or assembled to your specifications. Orders with custom lengths exceeding £100 in value cannot be returned or refunded unless faulty. These bespoke items are cut from bulk rolls to your exact requirements and require considerable preparation time.

We use your personal information to:

• Process and deliver your orders
• Handle payments securely
• Inform you about relevant products and services (you may opt out anytime)

We may share your information with delivery partners and fraud prevention agencies who may retain search records. We will not share your data with other third parties without your consent. Phone calls may be recorded for training and quality purposes. If a payment error occurs, we may use your submitted details to contact you and complete your order.

This agreement and all rights and obligations shall be governed by English law. Any disputes shall be resolved in the English courts.

For questions or further information, please contact us.