Returns & Refunds

How to Return a Product

How to Return a Product LiquidLEDs offers a 30-day change-of-mind returns policy. Here is how to get started. If your item arrived faulty, damaged, or incorrect, or if you received the wrong item by mistake, please see "Returning a Faulty or Incorrect Item" in this help centre, or contact us directly and we will take care of it for you. Am I Eligible to Return My Order? To be eligible for a change-of-mind return, your item must: - Be requested within 30 days of the delivery date - Be unused and in its original condition - Be in its original packaging The following items cannot be returned for change of mind: - LED bulbs, string lights and dimmers that have been installed or used - Discontinued items - Products not in their original packaging If any of these items are faulty or not fit for purpose, your rights under Australian Consumer Law continue to apply. Please contact us directly. Clearance Items Clearance items are eligible for return as store credit only, not for a cash refund, provided they meet the unused and original packaging criteria above. If a clearance item is sold out and discontinued at the time your return request is assessed, the return will not be accepted and you will be notified by email. How to Initiate a Return 1. Log in to your account at account.liquid-leds.com and submit your return request 2. You will receive an email with your Return Authorisation Number 3. Write this number clearly on the outside of your parcel 4. You will also receive detailed return instructions and the return address by email 5. Send your parcel back using a tracked service, we strongly recommend this Please do not send items back without your Return Authorisation Number. How Long Do I Have to Send the Goods Back? Once your return request has been approved, you have 30 days from the date of approval to send the goods back to us. We recommend booking your return shipment within a few days of receiving your Return Authorisation Number, to allow plenty of time for the parcel to reach us. If your approved return is not received within 30 days of approval, we will issue store credit only, not a cash refund. Store credit does not expire. Returns received significantly outside this window may not be accepted at all. These timeframes do not affect your rights under Australian Consumer Law for faulty or non-conforming goods. Please see "Returning a Faulty or Incorrect Item" in this help centre. Return Shipping Costs Return shipping is at your expense for change-of-mind returns. If the item is faulty or we sent the wrong product, we will cover the return cost. If your original order qualified for free shipping, a deduction will apply to your refund: Order Value - Deduction Below $50 - $13 $50 to $145 - $15 $145 to $200 - $18 $200 to $500 - $23 $500 to $1,000 - $35 Over $1,000 - $55 Need Help? If you have questions about returning your order, please contact us, and our team will be happy to assist.

How Refunds Work

How Refunds Work Once we receive your returned item, here is what happens next. Refund Processing Timeline 1. Your return arrives at our Sydney warehouse 2. Our team reviews the return within 7 business days 3. You will receive an email notification once your refund has been approved and processed 4. Approved refunds are credited to your original payment method within 5 to 10 business days Store Credit Option If you prefer, you can choose to receive your refund as store credit instead. Store credit is issued to your account and is available to use immediately upon approval. Store credit does not expire. What If My Approved Return Arrives Late? Once your return request is approved, you have 30 days to send the goods back to us. If we receive your approved return after this 30-day window, we will issue store credit only, not a cash refund. Returns received significantly outside this window may not be accepted at all. This does not affect your rights under Australian Consumer Law for faulty or non-conforming goods. What Is Included in the Refund? - The product price will be refunded - Original shipping charges are not refunded unless the return is due to our error (faulty or incorrect item) - If your original order qualified for free shipping, the applicable shipping deduction will be subtracted from your refund amount Clearance Items Clearance items are eligible for return as store credit only, not for a cash refund. If a clearance item is sold out and discontinued at the time your return request is assessed, the return will not be accepted and you will be notified by email. Faulty or Incorrect Items If you received a faulty or incorrect item, we will arrange a full refund or replacement at no cost to you. Please contact us with clear photos and your order number as soon as possible after noticing the issue. Ideally within 7 days of delivery for damaged items, and within 30 days for incorrect or missing items. If you notice the issue later, please still get in touch and we will do our best to help. Your rights under Australian Consumer Law continue to apply. Need Help? If you have questions about your refund, please contact us and our team will be happy to assist.

Returning a Faulty or Incorrect Item

Returning a Faulty or Incorrect Item If you have received a faulty product, a damaged product, or we have sent you the wrong item, we sincerely apologise and will make it right for you as quickly as possible. What to Do First Please contact us as soon as possible after noticing the issue. When you get in touch, please include: 1. Your order number 2. A clear photo of the item showing the issue 3. A photo of the packaging, including the outer box Timing Guidance Early notification helps us lodge a claim with the courier where relevant and resolve your issue quickly. For items damaged in transit, please notify us within 7 days of delivery where possible. For incorrect or missing items, please notify us within 30 days of delivery. If you notice the issue later than these windows, please still get in touch and we will do our best to help. Your rights under Australian Consumer Law continue to apply regardless of any stated timeframes. Purchased the Wrong Item by Mistake? If you have purchased the wrong item by mistake (for example wrong wattage, wrong base type, or wrong colour temperature), we are happy to offer store credit so you can repurchase the correct product. Just let us know when you contact us and we will walk you through it. Store credit for wrong-item purchases is offered as a goodwill policy at our discretion. What Happens Next? Once we have reviewed your photos and confirmed the fault or error, we will arrange one of the following at no cost to you: - A replacement sent out to you using the original shipping method - A full refund to your original payment method You will not need to return the faulty or incorrect item in most cases unless we specifically request it. Return Shipping If we do ask you to return the item, we will cover the return shipping cost as the fault or error is on our end. We will provide you with a prepaid return label or reimburse your return postage. Need Help? If you have any questions about returning a faulty or incorrect item, please contact us and our team will be happy to assist.

What Is the 30-Day Money Back Guarantee?

What Is the 30-Day Money Back Guarantee? LiquidLEDs is committed to providing high-quality products to its customers. To ensure your complete satisfaction, we offer a 30-day money back guarantee for change-of-mind returns. What Does It Cover? If you are not satisfied with your purchase for any reason, you can contact us within 30 days of receiving your order and request a refund. Items must be unused, in their original condition and original packaging to be eligible. How to Request a Refund 1. Log in to your account at account.liquid-leds.com and submit a return request 2. You will receive a Return Authorisation Number by email 3. Include this number on the outside of your parcel 4. Send the item back to us within 30 days of approval, we recommend using a tracked service 5. Once received and inspected, your refund will be processed within 7 business days Important Notes - Return shipping costs are at your expense for change-of-mind returns - If your original order qualified for free shipping, a shipping deduction will apply to your refund - Clearance items are eligible for return as store credit only, not for a cash refund. If a clearance item is sold out and discontinued at the time your return request is assessed, the return will not be accepted and you will be notified by email - LED bulbs, string lights and dimmers that have been installed or used are not eligible for a change-of-mind return - If we do not receive your approved return within 30 days of approval, store credit will be issued instead of a cash refund. Store credit does not expire. Faulty or Not Fit for Purpose? If your item is faulty or not fit for purpose, different terms apply. Your rights under Australian Consumer Law continue to apply regardless of the 30-day change-of-mind window. Please see "Returning a Faulty or Incorrect Item" in this help centre, or contact us directly. For full details, please refer to our Return Policy. If you have any questions, please contact us and our team will be happy to help.