Hi-line Lighting Ltd - Product Returns Guide

Should you need to return a product, please contact us for a Return Merchandise Authorization (RMA) number. Once issued, we'll provide instructions, including the warehouse address for your return, in the reply email you'll receive from us. While there's a separate article for our default return address in London, it's always best to wait for our RMA number, as it will include the correct warehouse address tied to that specific return.

Without this unique identifier, we will be unable to process your return. This number allows us to accurately track and manage your return, ensuring it doesn't become misplaced or delayed in our system. Please be aware that we cannot accept responsibility for returns dispatched without an RMA number.

Our return policy timeline is as follows:

We accept returns up to 15 days from the day you receive your order. Once you've secured a Return Merchandise Authorization (RMA) number, you then have a maximum of 30 days from the issuance of the RMA to dispatch the product back to us. Unfortunately, returns sent after this 30-day period may not be accepted. Therefore, we urge you to act promptly to ensure successful processing of your return.

Non-UK buyers should be aware that they may have to pay customs duty and additional courier handling fees for any returned packages to be re-imported back to the UK. Any return postage we are charged, including UK customs duty (if any), will be deducted from your refund.

Please be mindful of certain exceptions to our returns policy. These include goods that are made to measure, cut, or mixed to your requirements. Plug and play kits cannot be returned if they've been cut. However, an exception is made for faulty goods still under warranty, even if they've been cut, but only if the return has been authorised by our engineers.

For products returned beyond the initial 14-day window and still within the warranty period, refunds are not available. Instead, we reserve the right to replace them with a similar product that has been repaired, or another product. Please note, this substitution might take place irrespective of whether the original item is still in stock, discontinued, or not.

Please note that delivery charges will not be refunded. If your order qualified for free delivery, the cost of the original shipping to you will be deducted from your total refund.

Regarding goods received in a damaged or unsatisfactory condition, such goods must be signed for as such by the customer. Customers are advised to refuse delivery if damage is noticeable at the time of delivery, such as a damaged box. If the received products are not inspected immediately upon receipt, we will not be able to accept responsibility or returns for such goods after the 14-day period.

We strongly recommend using a reliable courier service and opting for signed delivery when sending your returns. Unfortunately, we cannot accept responsibility for returns that are lost in transit, particularly those that have not been signed for upon receipt.

Our team is always on hand to assist if you have any questions or concerns regarding the returns process. Please do not hesitate to contact us via email or through our website.

We greatly appreciate your understanding and cooperation in following these guidelines, as they ensure an efficient and secure return process.