Refund policy
Refund Policy
Returns and cancellations
This policy explains your statutory rights and the additional LEDSpace returns policy we offer.
Nothing in this policy affects your statutory rights.
UK consumer cancellation rights
If you are a UK consumer and you have purchased goods online, you may have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
If you tell us within this 14-day period that you wish to cancel, you then have a further 14 days to return the goods to us.
Where statutory cancellation rights apply, we will refund the cost of the returned goods and the standard outbound delivery charge. If you selected a premium, express or enhanced delivery service, we will only refund up to the cost of our standard delivery option.
We may withhold the refund until we have received the goods back, or until you have provided evidence that the goods have been sent back to us.
The goods must be returned in a condition that allows us to resell them as new. You are responsible for taking reasonable care of the goods while they are in your possession.
LEDSpace 90-day goodwill returns policy
In addition to your statutory rights, LEDSpace offers a 90-day returns policy on eligible products.
If 90 days have gone by since your purchase, unfortunately we cannot offer a refund or exchange under our goodwill returns policy.
To be eligible for a goodwill return, your item must be unused, in the same condition that you received it, and in its original packaging.
To complete your return, we require a receipt, order number or other proof of purchase.
Customised, cut-to-length and bespoke products
Customised, made-to-measure, cut-to-length or bespoke products cannot usually be returned or cancelled because you have changed your mind.
This includes products cut or prepared specifically to your requirements, such as LED strip or aluminium profile cut to a requested length.
If a customised, cut-to-length or bespoke product is faulty, damaged or incorrectly supplied, please contact us and we will resolve this in line with your statutory rights.
Faulty, damaged or incorrect items
If your item is faulty, damaged or incorrectly supplied, please contact us at support@ledspace.co.uk as soon as possible.
We may ask for photographs, videos or other details to help us assess the issue.
Where the item is confirmed to be faulty, damaged or incorrectly supplied, we will offer an appropriate remedy, which may include a replacement, repair or refund. Where applicable, we will also cover reasonable return postage costs or provide a return method.
Refunds
Once your return is received and inspected, we will email you to confirm that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Late or missing refunds
If you have not received a refund yet, please first check your bank account again.
Then contact your card issuer or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often processing time before a refund appears.
If you have done all of this and you still have not received your refund, please contact us at support@ledspace.co.uk.
Sale and clearance items
Sale, discounted and clearance items are not excluded from your statutory rights.
Under our additional 90-day goodwill returns policy, some sale, discounted or clearance items may be excluded from return unless they are faulty, damaged or incorrectly supplied.
Exchanges
We only replace items if they are defective, damaged or incorrectly supplied.
If you need to exchange an item for the same product, please email us at support@ledspace.co.uk.
Returns address
To return your product, please send it to:
LEDSpace
16 Falkland Close
Coventry
CV4 8AU
United Kingdom
Return shipping
Unless the item is faulty, damaged, incorrectly supplied, or we are otherwise legally required to cover return costs, you are responsible for paying your own return shipping costs.
Return shipping costs are non-refundable under our goodwill returns policy.
If you receive a refund under our goodwill returns policy, the cost of return shipping may be deducted from your refund where applicable.
Depending on where you live, the time it may take for an exchanged product to reach you may vary.
We recommend using a trackable shipping service when returning items. We do not guarantee that we will receive your returned item unless a tracked service is used.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, we may issue a gift credit for the value of the return once the returned item has been received and approved.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves, any refund will usually be made to the original payment method used by the purchaser.