Return Policy

WITH OVER 15 YEARS IN THE LED INDUSTRY, YOUR EXPERIENCE IS OUR TOP PRIORITY. WE'RE HERE TO HELP.

At LiquidLEDs, your satisfaction is our priority. If you're unhappy with your purchase, we're here to help.

This page covers change-of-mind returns. If your item arrived faulty, damaged, or incorrect, or if you've purchased the wrong item by mistake, please don't use the account portal. Get in touch with our team directly via our Contact Us page and we'll take care of this for you.

30-Day Window to Request a Return

You may request a return within 30 days of delivery for a change of mind. The 30-day period begins when you accept delivery of your LiquidLEDs products. If no proof of delivery is available, we assume delivery occurred three business days after dispatch.

To be eligible, items must be unused, in their original condition, and in their original packaging.

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 containing your Return Authorisation Number.
3. Include this number on the outside of your parcel when you send it back.
4. We'll email you detailed return instructions and the return address.
5. Please do not send items back without your Return Authorisation Number.

30 Days to Return Approved Items

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:

• Change-of-mind returns will be issued as store credit only. A cash refund will not be available.
• Returns received significantly outside this window may not be accepted at all, in which case you may be asked to arrange collection of the goods at your own cost.

These timeframes do not affect your rights under the Australian Consumer Law for faulty or non-conforming goods. See Your Rights Under Australian Consumer Law below.

No Direct Exchanges

We don't currently offer direct item exchanges. To swap a product, please return your original item for a refund or store credit and place a new order for the item you'd prefer.

Return Shipping Costs and Deductions

You are responsible for return postage for change-of-mind returns. We strongly recommend using a tracked service.

Free-shipping promotion deductions: If you did not pay for shipping at checkout (i.e. your order qualified for Free Shipping or Express Shipping), a shipping cost deduction applies to returned orders as follows:

• Orders below $50: $13
• Orders $50 to $145: $15
• Orders $145 to $200: $18
• Orders $200 to $500: $23
• Orders $500 to $1,000: $35
• Orders over $1,000: $55

These deductions will be subtracted from your refund in addition to any original shipping fee, only if no shipping charge was paid.

Refunds and Store Credit Processing

Once we receive and inspect your return, we'll notify you of its approval or rejection. Where eligible, you may choose to receive your return value as either a refund to your original payment method or as store credit.

• Refunds: Approved refunds are credited to your original payment method within 5 to 10 business days.
• Store Credit: Issued to your account and available for use immediately upon approval. Store credit does not expire.

Original shipping charges are excluded from the return amount. If your original order was eligible for free shipping and you return all or part of it, we will deduct the actual shipping cost (as per the table above) from your refund or store credit.

Clearance Items

Clearance items are sold at a reduced price. If you wish to return a clearance item, it is eligible for return as store credit only, not for a cash refund, provided it meets the unused and original packaging criteria above. All other standard return conditions apply.

Items That 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 the Australian Consumer Law continue to apply regardless. Please contact our team via the Contact Us page.

Returned to Sender / Incorrect Address

If a parcel is returned to us due to an incorrect or incomplete address (including addresses not recognised by Australia Post's database), refused delivery, or failure to collect, we will:

1. Deduct the original shipping cost (even if free) plus a $18 return-to-sender fee.
2. Refund only the product price minus those fees.

If you cancel at that point, the same deductions apply.

Product Warranty

Most LiquidLEDs products carry a manufacturer's warranty. The applicable warranty period is specified on each product's page. If your product fails during the warranty period, please contact our team via the Contact Us page.

Your Rights Under Australian Consumer Law

Our goods come with consumer guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a refund or replacement for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply regardless of any return timeframes or warranty periods stated in our policies.

For more information, visit the ACCC's guide at www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.