Hi-Line Lighting LED Strip Warranty Guide

At Hi-Line Lighting, we pride ourselves on delivering high-quality LED strips designed for longevity and superior performance. Every one of our products undergoes stringent quality checks and carries unique identifiers on the printed circuit board (PCB), verifying their authenticity and traceability. This guide outlines our warranty policies specifically for our LED strips.

1. Product Specific Warranty

All our products are guaranteed, with warranties extending up to 3 or even 5 years in many cases. The specific warranty period for each product can be found on its individual product listing page. Please retain your proof of purchase, as it will be required for all warranty claims.

2. Warranty Duration and Applicability

The warranty period for our LED strips starts at a minimum of three years, with certain premium series extending up to five years. However, the warranty duration varies depending on the product's IP rating and the conditions of its installation and use.

2.1 Standard LED Strips

Our IP00 strips and other LED strips designed for controlled indoor environments are covered by a warranty period of three to five years, depending on the series. Please note that this warranty does not cover damage due to exposure to excessive heat. If the strips are not adequately ventilated, it can lead to recognisable damage to the LED chip caused by heat. Our engineers can readily identify such damage, and in such cases, we reserve the right to decline the warranty claim.

Additionally, please note that non-illumination of up to 1% of the individual LED dots per roll is within the expected tolerance and is not considered a warranty issue. However, we will offer a section replacement as a goodwill gesture to help you repair it. Failures exceeding this 1% rate are covered under our standard three to five-year warranty, depending on the range. If the roll is brand new, we will replace it. Please ensure proper grounding during handling to avoid static electricity damage.

2.2 IP Rated LED Strips and Neon Flex

Our standard warranty for rated LED strips and neon flex, under typical conditions, extends up to three years, ensuring our commitment to quality and customer satisfaction. However, when these products are used in more demanding environments such as gardens, underwater applications, saunas, and other challenging conditions, the warranty terms are adjusted to reflect the increased stress on the products.

For products rated IP68, suitable for the harshest conditions, we offer a limited 2-year warranty. This adjustment is contingent upon the products being installed correctly and in full compliance with their IP rating to ensure optimal water and dust resistance. For LED strips and neon flex with IP67 or IP65 ratings, the warranty is limited to 1 year when used in these specified environments (cannot be used underwater or In Saunas) , emphasizing the need for appropriate installation and use according to the product’s specifications.

Please be advised, products with an IP rating below IP65 are not covered by warranty when utilized in the aforementioned harsh environments. This delineation in warranty coverage underscores the critical importance of selecting the right product for your specific application and adhering to the recommended installation guidelines to maintain the integrity of the product’s rated protection.

Additionally, for our IP Rated LED Strips and Neon Flex, please note that non-illumination of up to 1% of the individual LED dots per roll is within the expected tolerance and is not considered a warranty issue. However, we will offer a section replacement as a goodwill gesture to help you repair it. Failures exceeding this 1% rate are covered under our standard three to five-year warranty, depending on the range. If the roll is brand new, we will replace it. Please ensure proper grounding during handling to avoid static electricity damage.

Furthermore, if these strips are exposed to conditions leading to noticeable corrosion on the PCB, indicating misuse or neglect, such as prolonged flooding, the warranty can be declined. In these situations, we reserve the right to refuse warranty claims.

3. Warranty Considerations and Limitations

While we firmly stand by the quality of our products, there are certain situations where the warranty may not apply. These include:

3.1 Product Misuse or Negligence

If our engineers identify evidence of the LED strip being subjected to conditions beyond its specified rating, such as noticeable corrosion of the PCB due to prolonged flooding, exposure to salty air, chemicals, or other signs of improper installation, we reserve the right to decline the warranty claim.

3.2 Incorrect Installation and LED Failures

Any damage to the LED strip resulting from improper or incorrect installation, particularly the failure to maintain the product's waterproof rating during installation, can invalidate the warranty claim. We want to stress that our LED strips are manufactured to exceptionally high standards and, if installed correctly and treated with care, they can operate flawlessly for many, many years. We strongly recommend professional installation to ensure the longevity and optimal performance of our products.

In the rare event that a customer experiences non-illumination of up to 1% of the individual LEDs in a product (for example, in a 30-metre roll), while this is generally not covered by most manufacturers, Hi-Line Lighting will accommodate such claims. We commit to supplying the necessary sections of the strip for customers to carry out the repair.

4. Warranty Claim Process

If a product fails within the warranty period under normal use and appropriate installation conditions, customers are encouraged to contact our customer service team. Please ensure to provide complete product information and a detailed description of the issue.

Important Note: Before returning any item, customers must obtain a Return Merchandise Authorization (RMA) number. This can be obtained by contacting our customer support team.