Product Warranty & Testing Policy

At Hi-Line Lighting, we are committed to providing high-quality, long-lasting LED products. Our LED strips and components are designed for durability and, when installed correctly, offer years of reliable performance.

However, more than 70% of warranty claims show no product faults at all—after thorough testing, the products are found to be in perfect working condition. A very small percentage of cases are actual warranty claims, and even within those, most failures are caused by external factors that are not covered under warranty, such as:

❌ Bad or oxidised connectors – Over time, poor-quality or exposed connectors can corrode, break contact, or cause voltage drops, leading to flickering or failure.
❌ Incorrect wiring or poor installation – Loose connections, extended cable runs, or improper terminations often cause performance issues rather than a fault with the LED strip itself.
❌ Power supply issues – Undersized, low-quality, or failing LED drivers and dimmers can damage strips over time.
❌ Environmental damage – Water ingress, dust accumulation, overheating due to poor ventilation, or excessive exposure to sunlight can degrade LEDs and connections.
❌ External electrical events – Power surges, lightning strikes, or sudden voltage fluctuations can cause failures that are not related to the product itself.

Each warranty claim requires engineer testing, time, and resources, and due to the high percentage of cases where no fault is found, we now require a £100 testing fee to be paid in advance for all warranty claims.

How It Works:

✔ Step 1: Check with an Installer First – Before submitting a warranty claim, we strongly recommend having a qualified electrician inspect your setup. Most issues are caused by installation, wiring, or external factors, not a fault with the product itself.

✔ Step 2: Pay the Testing Fee & Send the Item – If you still believe there is a fault, you may send the product to us for testing. A £100 testing fee is required upfront before we proceed with the assessment.

✔ Step 3: Testing & Resolution

• If our engineers confirm a factory fault and the product is within warranty, the £100 fee will be refunded, and a replacement will be processed.
• If no manufacturing defect is found, the fee will remain, and the product will be returned to you.

This policy ensures that genuine warranty cases are handled quickly and fairly, while preventing unnecessary returns due to installation errors, environmental factors, or non-warranty damage. It allows us to continue providing high-quality products and service without unnecessary costs.