Refund policy

This policy applies to goods supplied by LED Global. Nothing in this policy affects any statutory rights that cannot legally be excluded.

Reporting damaged, faulty or incorrect goods

Any claim concerning delivered goods must be reported to LED Global within three days of receipt by the customer or their representative.

Please provide:

  • Your order or invoice number
  • The product code and quantity
  • A clear explanation of the issue
  • Photographs or videos showing the product, packaging and damage or fault

The customer must allow LED Global a reasonable opportunity to inspect or test the goods before they are disposed of, installed, modified, repaired or otherwise altered.

Return authorisation required

Goods must not be returned without prior written approval from LED Global.

Before returning anything, contact us to explain the reason for the return. If the return is approved, we will provide return instructions and a Return Authorisation reference or form. This must be included inside the returned package.

Unauthorised returns may be refused or returned to the customer at the customer’s expense.

Non-returnable goods

The following goods cannot be returned unless they are defective or incorrectly supplied:

  • Customer-specific or specially ordered products
  • Customised or modified standard products
  • Products that have been installed, used, altered or damaged
  • Products returned without their original packaging
  • Incomplete products or products missing accessories, instructions or components

A reasonable and valid explanation, such as damage, a product fault or an incorrect delivery, must be supplied with every return request.

Return packaging and shipping

Unless otherwise agreed by LED Global, the customer is responsible for arranging and paying for return shipping.

Returned goods must be:

  • Properly and securely packaged
  • Protected against damage during transportation
  • Returned with all original packaging
  • Complete with all accessories, instructions and supplied components
  • Accompanied by the Return Authorisation reference or completed form

The customer is responsible for the goods until they are received by LED Global. We recommend using a tracked and adequately insured delivery service.

Goods returned damaged because of unsuitable packaging, or returned without their original packaging, may not qualify for a refund or credit.

Inspection and restocking charge

All returned goods will be inspected after receipt. Approval to return a product does not automatically guarantee a refund or credit.

Approved returns of correctly supplied, non-defective goods are subject to a 50% restocking charge. The charge covers inspection, testing, administration, handling, repackaging and any reduction in resale value.

The restocking charge will not apply where LED Global confirms that the goods were faulty, damaged before delivery or incorrectly supplied.

Faulty products and warranty claims

The warranties applying to goods sold by LED Global are those specifically provided by the relevant manufacturer, together with any statutory rights that cannot be excluded.

If a covered defect is confirmed, LED Global’s obligations will be limited, as permitted by law, to:

  • Repairing the defective product or component
  • Replacing the defective component
  • Replacing the complete product
  • Providing an appropriate refund or account credit where repair or replacement is not suitable

LED Global may inspect or test the product before approving a warranty remedy.

Warranty coverage does not apply to damage caused by incorrect installation, unsuitable voltage or power supply, unauthorised repairs, alterations, misuse, accidental damage, normal wear and tear, or use outside the product’s stated specifications.

Refunds and credits

Once the returned goods have been received and inspected, we will notify the customer whether the return has been approved.

Any applicable restocking charge, missing components, damaged packaging, return costs or other agreed deductions will be taken from the amount credited.

Approved amounts will be issued through the original payment method or as a credit against the customer’s account, depending on the original transaction and agreement.

Outstanding payments

Submitting a claim or return request does not permit the customer to withhold payment or offset the claimed amount against any outstanding invoice unless LED Global agrees otherwise in writing.

Contact details

LED Global MM GmbH
Wilhelm-Röntgen-Straße 9
63477 Maintal
Germany

Email: salesEU@led-global.com
Telephone: +49 (0) 1733 200511

Please contact us and obtain return authorisation before sending any goods.