Last updated: September 24, 2026
This Refund and Returns Policy applies to purchases made through the LEDLINEA online shop at shop.ledlinea.com.
We aim to supply products that match the specifications and descriptions shown on our website. If there is a problem with your order, please contact us and we will work with you to find an appropriate solution.
1. Order Cancellation Before Dispatch
If you need to cancel an order, please contact us as soon as possible at:
If your order has not yet been dispatched, we will make reasonable efforts to cancel it.
If the order has already entered the shipping or fulfillment process, cancellation may no longer be possible and the applicable return procedure may apply.
Any refund will be made using the original payment method where reasonably possible.
2. Returns for Consumers
If you purchase as a consumer, any mandatory cancellation, withdrawal, return or other consumer rights applicable in your country remain unaffected by this policy.
Where applicable law provides a statutory withdrawal period for online purchases, you may exercise that right in accordance with the applicable legal requirements.
Please contact LEDLINEA before returning any product so that we can provide the appropriate return instructions.
3. Change-of-Mind Returns
Where a return is permitted by applicable law, products returned because of a change of mind should normally be:
- unused;
- uninstalled;
- uncut or unmodified;
- in their original or reasonably protective packaging; and
- accompanied by the relevant order information.
Unless required otherwise by applicable law, the customer may be responsible for the direct cost of returning products that are being returned solely because of a change of mind.
Because LED aluminum profiles are relatively long and can be expensive to transport internationally, customers should contact us before arranging a return so that the return method and estimated cost can be confirmed.
4. Custom or Modified Products
Products that have been custom-made, cut, modified, specially finished or otherwise produced according to the customer’s specific requirements may not be eligible for a change-of-mind return where permitted by applicable law.
This does not affect any mandatory rights relating to defective, damaged, incorrect or non-conforming products.
5. Incorrect or Incomplete Orders
If you receive a product that is materially different from the product ordered, or if required components are missing, please contact us as soon as possible.
Please provide:
- your order number;
- photographs of the products received;
- photographs of the packaging where relevant; and
- a description of the issue.
We will review the order and, where appropriate, provide a replacement, missing parts, refund or another suitable solution.
6. Damaged Products During Delivery
Please inspect the shipment after delivery when reasonably possible.
If the package or products appear to have been damaged during transportation, please:
- keep the original packaging and shipping materials;
- take clear photographs of the outer packaging;
- take clear photographs of the damaged products; and
- contact us with your order number.
We will work with the relevant shipping or logistics provider to investigate the claim.
Customers should contact us promptly after discovering shipping damage so that the relevant carrier claim procedures can be followed.
7. Defective or Non-Conforming Products
If a product is defective, faulty or does not materially conform to the product description or order specifications, please contact us.
Depending on the circumstances and applicable law, we may provide:
- replacement products or components;
- repair where appropriate;
- a partial refund; or
- a full refund.
Mandatory statutory rights relating to defective or non-conforming goods are not limited by this policy.
8. Return Authorization
Please do not send products back without contacting LEDLINEA first.
Before returning an item, please email:
with:
- your order number;
- the reason for the return;
- photographs where relevant; and
- any other information reasonably required to assess the request.
We will then provide return instructions where a return is appropriate.
Unauthorized returns may cause delays in processing and may not be accepted until the return has been properly identified.
9. Return Shipping Costs
For a return caused by a change of mind, the customer may be responsible for the direct return shipping costs where permitted by applicable law.
For products that are defective, damaged, incorrect or materially non-conforming, LEDLINEA will handle the return shipping arrangements or costs as required by applicable law and the circumstances of the case.
10. Refunds
Once a return has been approved and the returned goods have been received and assessed where necessary, we will process the applicable refund.
Refunds are normally issued to the original payment method.
The time required for the refund to appear in your account may depend on the payment provider or financial institution.
Where a refund is required under applicable consumer law, the refund will be processed in accordance with those legal requirements.
11. Partial Refunds
In certain circumstances, a partial refund may be appropriate instead of a full return or replacement, subject to applicable law and agreement with the customer.
This may apply, for example, where a minor issue does not prevent the product from being used for its intended purpose.
12. Products Damaged After Delivery
Returns or warranty claims may not cover damage caused by:
- improper installation;
- incorrect handling;
- cutting or modification;
- unsuitable installation methods;
- misuse;
- impact or physical damage;
- use outside the intended application; or
- failure to follow reasonable installation instructions.
This does not affect mandatory statutory rights that apply to consumers.
13. Business Purchases
Our online shop may also be used by contractors, designers, businesses and other professional customers.
For business-to-business purchases, returns and cancellations are generally subject to the agreed order terms and prior approval, unless mandatory law provides otherwise.
For larger quantities, regular supply, resale requirements or project orders, customers are encouraged to contact LEDLINEA directly so that product specifications, shipping and commercial terms can be confirmed before ordering.
14. International Returns
Because orders may be shipped internationally from China, international returns can involve additional transportation, customs and handling procedures.
Customers should always contact LEDLINEA before arranging an international return.
We will provide the most appropriate return instructions based on the order, destination and reason for return.
15. Contact Us
For all return, refund and order-related enquiries, please contact:
LEDLINEA Lighting Technology Co., Ltd.
Email: orders@ledlinea.com
Please include your order number in your email so that we can process your request efficiently.