Refund policy
If you are a consumer you have the right to cancel an order (for any reason) from the time of order up to 15 days from receiving the goods (15 days from receipt of the last package if the goods are sent in more than one delivery). To cancel please email us at sales@atomled.co.uk.
You can return any unused product in its original condition within 15 days of delivery if the item is no longer required or needed. All products must be returned within 15 days in order to qualify for the Return period. Any type of modification to the lights will invalidate the warranty. Once the lights have been modified no replacement or refunds will be issued.
DC Products (12V, 24V, 48V): We reserve the right to deduct a 40% restocking fee from all DC voltage LED strip lights, neon flex, and related accessories that are not returned in their original packaging or condition.
AC Products (220V, 240V): We reserve the right to deduct a 40% restocking fee from all AC mains voltage LED strip lights and neon flex that are not returned in their original packaging or condition.
If you are returning goods (whether for cancellation or they are faulty) please do so in the original packaging and include all instruction manuals and similar. For “no-fault” cancellations as a consumer, you must bear the cost. For returns where there is a fault you pay the postage/courier upfront and we will reimburse it when we receive them back and confirm that they are indeed faulty. Goods must be returned to us within 15 days of notification of return or cancellation.
Refunds will be made to the same account/card that the payment was made from. However, if you have used or damaged goods or returned them without the original contents or unnecessarily damaged packaging we may adjust the amount of refund given (or in extreme cases give no refund at all) to take into account the knock-on effect on what we can sell them for.
All products available in variable lengths are cut and customized from 30-metre or 50-metre rolls according to your specific requirements. Only a limited number of items are pre-made.
Since our made-to-measure items, such as LED Strip Lights or Neon Flex Lights, are customized specifically for you, they cannot be cancelled or returned. Please ensure your order details are correct before placing it, as these items are considered special orders and are non-refundable once processed.
However, if you purchase a full 50-metre roll, you may return it for a full refund, provided it is unused, in its original condition, and in the original packaging.
Certain items are excluded from our returns and refund policy, including goods that are made to measure, cut, or mixed according to your requirements. Orders with different cutting lengths, or any order over £50 in value, are classified as custom and therefore do not qualify for a refund or return if there is no fault with the product. These orders require significant time and effort to prepare.
All the unused accessories such as power supplies, power adapters, controllers, drivers and profiles are returnable.
Please Note: If the returned item has no fault you will be liable for all collection/delivery charges.
Our manufacturers' packaging must also be protected in transit and returned in its original condition. Once we have received the returned items, you will receive a refund for the item, or receive a replacement provided the return is within the 7-day period. After this period the item will be repaired and returned to you. Please contact us before returning faulty items.
If the item becomes faulty within the warranty period (12 Months) then we will issue you a replacement. Please note that we will only be able to send you a replacement, no refunds will be issued. We are not responsible for any fitting and fixture costs.
Your rights under UK law for bespoke and made-to-measure products
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your specifications or clearly personalised. Our LED strip lights, neon flex, and aluminium profiles cut to a custom length, together with any bespoke neon signs and made-to-order configurations, fall within this exemption and cannot be cancelled or returned once production has begun.
This does not affect your statutory rights under the Consumer Rights Act 2015. Bespoke and made-to-measure goods must still be of satisfactory quality, fit for purpose, and as described. If a custom-cut item is faulty, not as described, or fails to perform as it should, you remain entitled to a repair, replacement, or refund in line with the Act. Where a fault is reported within 30 days of delivery, you have the short-term right to reject. Beyond 30 days, you may request a repair or replacement, and where these are unsuccessful, a price reduction or final right to reject may apply.
For all bespoke and custom-length orders, please contact our team at sales@atomled.co.uk or 01952 370028 before placing the order if you have any specification questions. Once we begin production, the order is considered final.