Customer Service

Warranty and Return Policy

We allow customers with large projects who purchase samples 30 days to determine if the product is a fit for the project. Our support team’s average response time is within 1 business day.

How Do I Request a Sample Order Return?

Submit the form on this page
Our customer service team will be in touch with the next steps!

7 Days Inspection for Damaged / Incorrect Shipments

If an item that was shipped is damaged or the wrong product, LED Lighting Supply will replace or issue a refund for the product as well as any applicable shipping costs. It is the responsibility of the customer to document any type of mistake or damage at the time of delivery before applying a signature. All claims must be reported within 7 days of delivery to be eligible for a refund.

Any damage not documented at the time of delivery must be recorded immediately and reported to customer service. It is suggested that customers take pictures of any type of error or damage and to keep all original packaging.

LED Lighting Supply may at any time limit the number of delivery attempts based on unfavorable delivery history resulting from, but not limited to, damage, loss, or theft.

Other Returns

In certain situations, we may be able to accept returns within 30 days of purchase outside of the scope listed above. In that case, the below conditions apply.

A 25% restocking fee applies to in-stock items in new condition and in their original box with all packing material, manuals, and accessories.
Custom and Built-to-order products are ineligible for returns.
If a project sample was originally purchased, the order will not be eligible.

Who Pays for the Return Shipping?

The customer is responsible for return shipping costs when the product is deemed non-defective. It is recommended that all customers ship returns via an insured ground service provider and obtain tracking information. Lost or stolen packages will not be considered successful returns.

Cancellation Policy

If a customer wishes to cancel an order that has not yet been shipped, you. must inform your sales representative ASAP. Additionally, special orders or custom-made orders marked as shipped cannot be canceled after the order is processed.

Warranties

Our warranties vary by product, but we stand by all of the products we sell and are happy to work with our customers directly to resolve issues relating to product performance. We have the right to inspect the returned items to ensure that it is a failure of the product and not caused by faulty installation.

The limited warranty is provided by LED Lighting Supply referred to herein as “LLS”, to you as the original purchaser of the LED lighting product. This limited warranty may be transferred to subsequent purchasers of the Product, provided that such Product is resold in new condition and its original packaging. Seller warrants that the Product, when delivered in new condition and in its original packaging, will be free of defects in material and workmanship for the period of the identified warranty for the specific product(s) purchased from the date of original purchase. The determination of whether the Product is defective shall be made by LLS in its sole discretion with consideration given to the overall performance of the Product. Only if over 20% of LED defects including burn out, loosening, are broken, or PC board technical and material defects, the workmanship of the luminaries can be considered defects under this warranty obligation. Driver defects including functional problems of the IP system, power factor etc. which affect the function of the LED Lighting Fixture will be considered as defects under this warranty obligation.

This warranty does not apply to any product or part that has been subject to misuse, negligence, or accidents, Acts of God, use outside of product design intent, or attempted repair/modification by anyone other than LLS. LLS’s sole liability for defects or breach of warranty shall be replacement of the parts involved, and, in no situation will LLS be liable for special or consequential damages or losses including property damage or other loss as related directly or indirectly to the use of LLS luminaries. In no event is LLS liable for consequential damages or personal injury caused by installation or negligence during the installation or adjustment of the LED Lighting fixture. LLS claims no liability for the cost of installation or any other cost incurred during the use of products supplied by LLS. No representative is authorized to assume additional liability for LLS.

Factory Return Warranty: All returns must be factory authorized and LLS must issue a Return Material Authorization (RMA), before shipping. Returns will be shipped at the buyer’s expense.

LLS reserves the right to utilize new, reconditioned, refurbished, repaired, or re-manufactured products or parts in the warranty repair or replacement process. Such products and parts will be comparable in function and performance to an original product or part, as determined by LLS in its sole discretion and warranted for the remainder of the original warranty period. To make a warranty claim, you must notify LLS in writing within fifteen (15) days after you discover the defect, and provide proof of purchase such as the invoice.

If LLS finds the product is working properly, the buyer may be billed for testing, re-packaging, and shipping. If the Warranty has expired, LLS will provide a quote for repair prior to making any such repairs. If the product was under Warranty and LLS replaces or repairs the defective product, return shipping to the customer will be covered. In no case will LLS be liable for any cost incurred in removing or installing the product, even if the product had failed under a covered Warranty.

THE FOREGOING WARRANTY PROVISIONS ARE EXCLUSIVE AND ARE GIVEN AND ACCEPTED INSTEAD OF ANY AND ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION ANY WARRANTY AGAINST INFRINGEMENT AND ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN NO EVENT SHALL LLS BE LIABLE FOR INCIDENTAL DAMAGES.

Frequently Asked Questions

How does the Extended Warranty differ from the standard product warranty?

The Extended Warranty provides (1) Year of additional warranty coverage for your product.

How long are products covered under your standard warranty?

All of our lights are warranted for at least 5 years from the date of purchase. Drivers have a 3 year warranty.

How can I find out if my product is still under warranty?

You can reference your order confirmation, invoice or ask your sales representative. LED Lighting Supply reserves the right to verify the purchase date for warranty claims.

What protection is included with the Extended Warranty?

The coverage is the same as our standard warranty, inclusive of product failure.

What’s not covered with the Extended Warranty?

We do not cover product damage outside of damages incurred prior to delivery or caused by product failure, abuse, maintenance, acts of God and other issues outside of normal operating conditions

When does the Extended Warranty need to be purchased?

The Extended Warranty must be purchased at the time of ordering.

Is coverage transferable?

The coverage is on the purchased product.

Will my covered product be repaired or replaced?

This depends on the identified issue. Rest assured we will do our best to ensure your product is back up and running.

Once my covered product is replaced, what coverage does my replacement product have?

The warranty [and extended warranty] will continue from your original date of purchase.

How many times can a product be repaired?

The product will be supported until the warranty expires.