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.
30-Day Returns Window
- The 30-day period begins when you accept delivery of your LiquidLEDs products.
- If no proof of delivery exists, we assume delivery occurred three business days after dispatch.
- Items must be unused, in their original condition and packaging, and returned within 30 days of the delivery date to be eligible for a return.
How to Initiate a Return
- Log in to your account at account.liquid-leds.com and submit your return request.
- You will receive an email containing your Return Authorisation Number.
- Include this number on the outside of your parcel when you send it back.
- We’ll email you detailed return instructions and the return address.
- Please do not send items back without your Return Authorisation Number.
Return Shipping Costs & Deductions
Customer-paid returns: You are responsible for return postage unless the item is faulty or we shipped the wrong product. 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–$145: $15
- Orders $145–$200: $18
- Orders $200–$500: $23
- Orders $500–$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 & Store Credit Processing
Once we receive and inspect your return, we’ll notify you of its approval or rejection. 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 5–10 business days.
- Store Credit: Store credit is issued to your account and is available for use immediately upon approval.
Original shipping charges are excluded from the return amount unless the return is due to our error (i.e., a faulty or incorrect item).
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.
Faulty or Incorrect Items
If you receive a faulty item or we’ve sent the wrong product, please contact us via our Contact Us page within 48 hours of delivery. Include clear photos of the issue and your order number. We will arrange a replacement or full refund at no cost to you.
Change of Mind
You may return items within 30 days for change-of-mind reasons, provided they meet the unused/original-packaging criteria above. Change-of-mind returns do not qualify for free return shipping.
Clearance Items
Clearance items are sold at a reduced price and are not eligible for returns, refunds or exchanges.
Non-Returnable Items
- LED bulbs, string lights and dimmers that have been installed or used
- Sale, clearance or discontinued items
- Products not in their original packaging
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:
- Deduct the original shipping cost (even if free) plus a $18 return-to-sender fee.
- Refund only the product price minus those fees.
If you cancel at that point, the same deductions apply.
No Direct Exchanges
We do not offer direct item exchanges. To swap a product, please return your original item for a refund or store credit and place a new order.
Consumer Rights & Guarantees
For more information on your rights under Australian Consumer Law—including guarantees to repair, replace or refund—please visit the ACCC’s guide at:
www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund