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Hi-Line Lighting Ltd – Product Returns Guide
Customers wishing to return a product must first request a Return Merchandise Authorisation (RMA) number by email or via our website. This RMA number is essential for processing returns, and returns cannot be accepted without it.
Return Timeframes
Customers must notify Hi-Line Lighting of their intention to return goods within 14 calendar days from the date of delivery. Notifications are only considered valid once our system has issued an automatic email confirmation with a reference number. Once an RMA number is issued, the goods must be returned to us within a further 14 calendar days. Returns received outside these timeframes, or without valid system confirmation, may not be accepted.
Collection Orders – Important Return Conditions
Orders collected in person are supplied for immediate inspection at the point of collection. Customers are required to check all items at collection. Once the order has been collected, the goods are considered accepted.
Change-of-mind returns, including incorrect selection (for example incorrect CCT, wattage, product type, size, or compatibility), are not accepted for collection orders.
If an item has been supplied incorrectly by Hi-Line Lighting or is suspected to be faulty at the time of collection, the customer must notify us within 24 hours of collection by email, clearly quoting the order number. Notifications are only considered valid once our system has issued an automatic email confirmation with a reference number. Claims made without this confirmation, or outside the 24-hour period, will not be accepted.
After this 24-hour period, collection orders fall strictly under the applicable warranty terms only, and refunds will not be offered.
Non-Returnable & Customised Products
Our return policy does not apply to customised or non-standard products, including but not limited to pre-ordered items, goods made to measure, cut or mixed to specific requirements, or plug-and-play kits that have been altered, unless a fault is confirmed by our engineers.
Bulk Orders
With regard to bulk or high-volume orders, Hi-Line Lighting Ltd reserves the right to assess and determine return eligibility on a case-by-case basis. This is to prevent adverse financial impact caused by restocking and resale limitations, while ensuring a fair and consistent approach for all customers.
International Returns
International customers should be aware that customs duties, import charges, and additional fees incurred during the return process will be deducted from any refund issued.
Delivery & Shipping Costs
Delivery charges are non-refundable. Where free delivery was provided, the cost of the original outbound shipping will be deducted from the refund. Return shipping costs remain the responsibility of the customer unless the item is confirmed faulty or incorrectly supplied.
Damaged Goods
For goods received damaged, customers must sign for the delivery as damaged or refuse delivery. Hi-Line Lighting Ltd cannot be held responsible for damage claims that are not reported within 14 days of delivery.
Returns in Transit
Customers are responsible for returned goods until they are received by us. We strongly recommend using a reliable courier service with tracked and signed-for delivery. We are not liable for returns lost in transit without signed confirmation.
Connector Returns – Important Exception
Due to their specialised construction and the potential for undetectable damage during handling, storage, or initial inspection, returns are not accepted for any type of connector. This applies regardless of whether the connectors appear unused or unopened, as their reliability cannot be guaranteed once they leave our quality-controlled supply chain. This policy ensures product safety and maintains our quality standards.
Warranty Returns
After the initial 14-day return period, and within the applicable warranty period, Hi-Line Lighting Ltd offers repair, replacement, or equivalent products rather than refunds, subject to engineering assessment.
Additional Warranty Information
For detailed warranty terms applicable to LED strips, including duration, IP rating conditions, and coverage limitations, please refer to:
Hi-Line Lighting LED Strip Warranty Guide
For comprehensive warranty conditions applicable to products installed outdoors or in harsh environments (including garden lighting), please refer to:
Comprehensive Update to Warranty Terms for Garden Lighting Installations
Our customer support team is available to clarify any aspect of the returns process. Your understanding and adherence to these guidelines ensure a secure, fair, and efficient returns procedure.