Frequently Asked Returns Questions

Frequently Asked Returns Questions

How do I return a product?

Contact our trade team at b2bhelp@liquid-leds.com within 30 working days of delivery. You will receive a GRA (Goods Return Authorisation) number which must be attached to the returned products. Send the items back at your own cost unless the return is due to our error or a faulty item.

What is the returns window?

All returns must be lodged within 30 working days of taking delivery. Items must be returned to us within 14 days of requesting a refund.

Can I return a product after 30 days?

If merchandise is returned after the 30-day period, a 30% restocking fee applies and only store credit will be issued. In some cases returns will not be accepted after the 30-day window.

Are custom-made products eligible for a return?

No. Custom-made products are not eligible for a refund or exchange under any circumstances.

Will I get a full refund?

Refunds are for the purchase price excluding delivery costs. If your order qualified for free or express shipping, a shipping deduction applies ranging from $13 to $55 depending on the order value.

When will I receive my refund?

Credit will be issued once goods are received and inspected at our warehouse. Refunds are processed by reversing the initial transaction where possible. LiquidLEDs is not responsible for delays caused by third-party payment gateways.

What if I received the wrong product or a faulty item?

Please contact our trade team at b2bhelp@liquid-leds.com within 48 hours of delivery with photos of the issue. We will arrange a replacement or full refund at no cost to you.

Are all prices excluding GST?

Yes. All prices on the LiquidLEDs trade website are exclusive of GST.

For full details, visit our Return Policy page or contact our trade team at b2bhelp@liquid-leds.com.