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Hi-Line Lighting Ltd – Product Returns, Cancellation & Warranty Policy
Effective Date: 1 January 2026
This policy applies to all orders placed on or after this date.
This policy forms part of the contractual terms governing all sales supplied by Hi-Line Lighting Ltd. By placing an order, the customer agrees to these conditions.
All returns require prior written authorisation.
1. Mandatory Return Merchandise Authorisation (RMA)
No goods will be accepted without a valid Return Merchandise Authorisation (RMA) number issued by Hi-Line Lighting Ltd.
Return requests must be submitted by email or via our website. A request is only valid once our system has issued an automatic confirmation email containing a reference number.
Returns delivered without a valid RMA clearly marked on the outer packaging and documentation may be refused and returned at the sender’s cost.
RMAs are:
• Order-specific
• Item-specific
• Quantity-specific
• Time-limited
• Non-transferable
Issuance of an RMA does not constitute approval of refund.
2. Customer Classification (B2C vs B2B)
Transactions are classified according to the factual circumstances of purchase, not solely by the name used on the order.
Consumer (B2C)
A private individual acting wholly outside their trade, business, craft or profession.
Business (B2B)
Any person or entity purchasing goods wholly or partly in the course of trade, installation, resale, project supply, commercial use or professional activity.
Where goods are purchased for installation, resale, commercial premises, development projects, or in quantities inconsistent with normal domestic consumption, the transaction shall be treated as B2B regardless of whether a company name is used.
3. Business-to-Business (B2B) Sales – Final Sale
All B2B sales are final.
Change-of-mind returns are not accepted for business customers.
This applies to:
• Trade account purchases
• Purchase orders
• Proforma invoice payments
• Email-confirmed contracts
• Project supply
• Bulk orders
• Commercial site deliveries
• Export business orders
• Orders placed by contractors, electricians, installers, developers, resellers or sole traders
Once goods are dispatched, the contract is binding and non-cancellable.
Returns from business customers will only be considered where a manufacturing fault is confirmed by engineering assessment under warranty terms.
4. Consumer (B2C) Distance Contracts – UK Statutory Rights
Where goods are supplied to a genuine consumer under a UK distance contract, statutory cancellation rights under the Consumer Contracts Regulations 2013 apply.
Consumers may cancel within 14 calendar days from the day after delivery.
Cancellation requests must be submitted in writing and are only valid once system confirmation has been issued.
Returned goods must:
• Be unused
• Be uninstalled
• Not be cut, shortened, soldered or modified
• Not be powered beyond inspection
• Be returned in full resale condition
• Include all original packaging, accessories and documentation
We reserve the right to deduct from any refund an amount reflecting any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Customised, made-to-measure, cut, configured or altered goods are exempt from cancellation rights.
5. Collection Orders – Strict Conditions
Goods collected in person are supplied for immediate inspection at the point of collection.
Customers are required to inspect all goods at collection.
Once goods leave the collection point, they are deemed accepted as supplied.
Change-of-mind returns are not accepted for collection orders.
If goods are believed to be incorrectly supplied or faulty at the time of collection, written notification must be received within 24 hours, quoting the order number. Notification is only valid once system confirmation has been issued.
After 24 hours from collection, collection orders fall strictly under warranty provisions only. Refunds will not be offered.
Where a consumer elects to collect goods ordered under a distance contract, inspection opportunity is deemed to have been provided at collection. Acceptance of goods following inspection may limit cancellation rights where goods have been opened, handled beyond inspection or removed from resale condition.
6. Non-Returnable & Customised Products
The following items are strictly non-returnable unless confirmed faulty:
• Made-to-measure goods
• Cut LED strips
• Special-order or pre-ordered items
• Goods sourced specifically to fulfil a customer request
• Project-configured systems
• Modified or altered plug-and-play kits
• Items not normally stocked
• Products altered from factory condition
7. Bulk & Project Supply
High-volume or project-based orders may be classified as project supply at our discretion.
Where goods are procured, reserved, allocated or manufactured specifically to fulfil a bulk or project order, such goods are supplied on a final sale basis.
Once dispatched, bulk or project supply orders are non-returnable.
Hi-Line Lighting Ltd reserves the right to review unusually large consumer orders prior to dispatch.
8. Export Sales
Export sales supplied outside the United Kingdom to business customers are final and non-returnable.
The customer is responsible for:
• Import duties
• Customs charges
• Clearance fees
• Brokerage costs
• Return freight
• Compliance with local regulations
Where export returns are exceptionally authorised, all associated costs including customs re-entry charges and administrative handling fees will be deducted from any credit.
Nothing in this section overrides statutory rights where legally mandatory.
9. Delivery & Shipping Costs
Delivery charges are non-refundable.
Where free delivery was provided, the actual outbound carriage cost incurred by Hi-Line Lighting Ltd will be deducted from any authorised refund.
Return shipping costs remain the responsibility of the customer unless a fault is confirmed by engineering assessment.
10. Damaged Goods
Deliveries must be inspected upon receipt.
Customers must sign for damaged deliveries as damaged or refuse delivery.
Damage claims must be notified within 14 days of delivery.
Claims submitted outside this period may not be accepted.
11. Returns in Transit
Customers remain responsible for goods until physically received by Hi-Line Lighting Ltd.
Tracked and signed-for delivery with proof of receipt is strongly recommended.
We are not liable for goods lost or damaged in transit without proof of delivery.
12. Connector Products – Strict Non-Returnable Policy
Due to their specialised construction and the risk of undetectable stress, micro-damage or contamination once removed from controlled storage, all connector products are strictly non-returnable.
This applies irrespective of packaging condition or apparent non-use.
13. Inspection & Refund Processing
All returned goods are subject to engineering inspection prior to approval.
Inspection may take up to 7 working days from receipt.
If approved, refunds will be processed to the original payment method.
If rejected, written explanation will be provided and goods may be returned to the customer at their cost.
14. Warranty Returns
After any applicable cancellation period, remedies are limited to repair, replacement or equivalent product at our discretion.
Refunds are not provided for warranty claims.
For detailed warranty terms:
Hi-Line Lighting LED Strip Warranty Guide
https://hiline-lighting.freshdesk.com/support/solutions/articles/103000133985-hi-line-lighting-led-strip-warranty-guide
Comprehensive Update to Warranty Terms for Garden Lighting Installations
https://hiline-lighting.freshdesk.com/support/solutions/articles/103000276740-comprehensive-update-to-warranty-terms-for-garden-lighting-installations
15. Abuse Prevention & Risk Management
Hi-Line Lighting Ltd reserves the right to:
• Refuse supply to customers demonstrating repeated return abuse
• Limit quantities supplied
• Review high-value or high-volume orders prior to dispatch
• Suspend accounts pending investigation
• Refuse future orders where return patterns create commercial risk