Returns Policy

Hi-line Lighting Ltd - Product Returns Guide

We invite customers wishing to return a product to request a Return Merchandise Authorization (RMA) number via email or our website. This RMA number is essential for processing returns, and we regret that we cannot process returns without it.

You may return products within 15 days of receiving your order. Once an RMA number is provided, you have 30 days to send the product back to us. Timeliness is crucial, as returns after this period may not be accepted.

Our return policy is not applicable to customized products such as pre-ordered items, goods made to measure, cut, or mixed to your requirements, or plug and play kits that have been altered, unless faulty as determined by our engineers.

With regards to bulk orders, Hi-Line Lighting Ltd reserves the right to assess and determine the eligibility of returns on a case-by-case basis. This is to prevent any potential adverse financial impact due to the restocking and resale of large-volume orders. We aim to be fair and consistent with all customers while safeguarding the financial health of our business.

International customers should consider customs duties and additional fees that may be incurred for returns, which will be deducted from the refund.

After the initial 14-day period, within the warranty period, we offer replacements instead of refunds. We may provide a repaired or similar product in exchange.

Please note that delivery charges are non-refundable. If your order included free delivery, the cost of the initial shipping will be deducted from your refund.

For damaged goods, please sign for them as such or refuse delivery. We cannot be held responsible for damage claims not reported within the 14-day period.

We strongly recommend using a reliable courier service with signed delivery for returns. We are not liable for returns lost in transit without signed confirmation.

It is crucial to highlight a specific exception within our returns policy pertaining to connectors. Due to their specialized construction and the potential for undetectable damage upon detachment and reconnection, we are unable to accept returns for any types of connectors. This ensures the safety and integrity of our products and aligns with our high standards of quality. This policy is detailed within our terms and conditions and is designed to safeguard the excellence and reliability that our customers expect from Hi-Line products.

Our customer support team is available to clarify any aspects of the returns process. Your understanding and adherence to these guidelines are greatly appreciated and ensure a secure and efficient returns procedure.

For detailed warranty information on our LED Strips, please refer to our Hi-Line Lighting LED Strip Warranty Guide.

For detailed in formation on products installed outdoors in gardens, please refer to Comprehensive Update to Warranty Terms for Garden Lighting Installations