Returns & Warranty

Trade Returns Policy

Trade Returns Policy LiquidLEDs stands behind its products and offers a 30-day returns policy for trade customers. Returns Window All returns must be lodged within 30 working days of taking delivery for a refund or credit. Eligibility To be eligible for a return, items must be: - Unused and in their original condition - In a resalable condition including the item's original packaging, product box and product tags - Returned within 14 days of requesting a refund If returned goods do not meet these criteria, a refund or credit will be declined and the products will be returned to you. How to Initiate a Return Contact our trade team at b2bhelp@liquid-leds.com to request a return. You will receive a GRA (Goods Return Authorisation) number which must be attached to the products when returning them. Products must be sent back at your own cost unless the return is due to our error or a faulty item. Change of Mind Refunds Refunds for change of mind are for the purchase price excluding delivery costs. If your order qualified for free shipping or express shipping, the following deductions apply: | Order Value | Deduction | |---|---| | Below $50 | $13 | | $50 to $145 | $15 | | $145 to $200 | $18 | | $200 to $500 | $23 | | $500 to $1,000 | $35 | | Over $1,000 | $55 | Late Returns If merchandise is returned after the 30-day period, a 30% restocking fee will be charged and only store credit will be issued. In some instances, returns will not be accepted for items received after the 30-day window. Non-Returnable Items - Products that have been installed or used - Custom-made products — not eligible for a refund or exchange - Discontinued products returned after 30 days - Items not in their original packaging Return to Sender Fee A fee of $18 applies if goods are returned to LiquidLEDs as a return-to-sender parcel. Refund Processing Credit will be issued once goods are received and inspected at our warehouse. Where possible, refunds are processed by reversing the initial transaction. LiquidLEDs accepts no responsibility for delays that may occur as a result of third-party payment gateways. All Prices Exclude GST Please note that all prices on the trade website are exclusive of GST. For full details, visit our Return Policy page or contact our trade team at b2bhelp@liquid-leds.com.

Trade Warranty Information

Trade Warranty Information LiquidLEDs stands behind the quality of all products supplied through our trade channel. Warranty Periods - LED light bulbs — 2 years from the date of purchase - Festoon string lights — 3 years from the date of purchase What Is Covered? The warranty covers manufacturing defects and premature failure under normal operating conditions including: - Bulbs that fail significantly before their rated lifespan - Defects in materials or workmanship - Products that do not perform as described What Is Not Covered? - Physical damage caused by incorrect installation - Damage caused by using the bulb with an incompatible dimmer switch or transformer - Damage caused by operating outside rated voltage or wattage - Products that have been modified or tampered with - Normal wear and tear - Damage caused by power surges or electrical faults How to Submit a Warranty Claim Please contact our trade team at b2bhelp@liquid-leds.com with: 1. Your order number 2. The batch number printed on the metal base of the bulb 3. A photo or video showing the fault 4. Confirmation of whether the bulb was used with a dimmer switch Our team will review your claim and arrange a replacement promptly. In most cases you will not need to return the faulty item. For the full warranty terms, please visit our Warranty page.

Frequently Asked Returns Questions

Frequently Asked Returns Questions How do I return a product? Contact our trade team at b2bhelp@liquid-leds.com within 30 working days of delivery. You will receive a GRA (Goods Return Authorisation) number which must be attached to the returned products. Send the items back at your own cost unless the return is due to our error or a faulty item. What is the returns window? All returns must be lodged within 30 working days of taking delivery. Items must be returned to us within 14 days of requesting a refund. Can I return a product after 30 days? If merchandise is returned after the 30-day period, a 30% restocking fee applies and only store credit will be issued. In some cases returns will not be accepted after the 30-day window. Are custom-made products eligible for a return? No. Custom-made products are not eligible for a refund or exchange under any circumstances. Will I get a full refund? Refunds are for the purchase price excluding delivery costs. If your order qualified for free or express shipping, a shipping deduction applies ranging from $13 to $55 depending on the order value. When will I receive my refund? Credit will be issued once goods are received and inspected at our warehouse. Refunds are processed by reversing the initial transaction where possible. LiquidLEDs is not responsible for delays caused by third-party payment gateways. What if I received the wrong product or a faulty item? Please contact our trade team at b2bhelp@liquid-leds.com within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no cost to you. Are all prices excluding GST? Yes. All prices on the LiquidLEDs trade website are exclusive of GST. For full details, visit our Return Policy page or contact our trade team at b2bhelp@liquid-leds.com.