Easy Returns & Exchanges
We want you to feel confident choosing Flexfire. That’s why we offer a 30-day risk-free return period, so you can test your lights and make sure they’re right for your project.
Returns 101 & Request Form
Wondering about a return? If the color temperature, brightness, or size isn’t right for your project, you may be able to return it—no problem. Review the questions below to see which return options apply to your order.
After you submit a return request, we’ll inspect your items and let you know whether your return is approved.
When did your order ship?
Within the last 30 days
- You may be eligible for a full refund (excluding shipping).
31-60 days ago
- You may be eligible for a refund minus a 15% restocking fee (excluding shipping)
Is the product in resellable condition?
Yes, it’s unused, uncut, and the adhesive and original accessories are still intact
- It can be reviewed for return.
No, it was cut, shows clear signs of use, or is missing parts
- It isn’t eligible for return.
Who covers return shipping?
Standard returns & change of mind
- Return shipping is paid by the customer.
Defective products
- Covered separately via a prepaid shipping label under our Warranty Policy.
If Your Order Qualifies, Start Your Return Here:
Your Flexfire Money-Back Guarantee
We value your business and will make every effort to respond within 24 hours. All returns must meet the conditions outlined for the applicable return period and pass inspection by Flexfire before any refund or exchange is issued.
This Return & Exchange Policy applies only to orders purchased directly from Flexfire LEDs, Inc., and does not apply to purchases made through distributors.
More Returns & Exchanges Info & FAQ
How long do I have to start the return process?
You have 30 calendar days from the original shipment date to review your order, make sure all items are included, and test that everything works. To qualify for a return, your package must be shipped back within those 30 days from the date your order left our warehouse.
Are defective products returnable?
Yes! If a product exhibits a defect or malfunction within the warranty period, we will cover the cost of return shipping. Simply contact us to receive a prepaid shipping label via UPS Ground.
If you request a different shipping method, you’ll be responsible for the cost. Please address all return labels to: Restocking Dept.
Are Clearance items eligible for return?
Clearance items are considered final sale and are not eligible for return or refund.
If a clearance item arrives defective or experiences a verified malfunction, it may be exchanged for the same item. If the identical item is no longer available, we will provide an equivalent replacement of equal value.
Will my original shipping costs be refunded?
No. Any shipping costs paid for your original order are non-refundable and will be excluded from your reimbursement.
If I can’t install the product permanently, how am I supposed to test it?
You can do a mock installation. A mock installation lets you temporarily power on and test your lights to evaluate color temperature, brightness, and overall fit without permanently installing them. A mock installation means:
- Temporary setup only (a few minutes or hours only)
- No cutting or shortening of LED strips
- Adhesive backing remains intact and unpeeled
- No permanent mounting or hard wiring
This way, you can confidently decide if the product is right for your space while keeping it eligible for return if needed.
What does “resellable” mean, and why is it required for a return?
“Resellable” means the product is still in like-new condition and can be sold to another customer. We require returned items to be resellable so we can continue offering risk-free returns while maintaining product quality for everyone.
For a product to be considered resellable:
- LED strips have not been cut or shortened.
- The product was not permanently installed.
- The adhesive backing has not been peeled.
- All original packaging and accessories are included.
- The product shows no clear signs of use (scratches, markings, or residue).
Products that have been fully installed or show visible wear can’t be returned, as they can’t be resold. This policy helps us keep our return program fair, simple, and sustainable—while still giving you time to test your lights with a mock installation.
What happens to my bulk discount if I return part of my order?
Bulk pricing is based on the total quantity purchased. If a return causes your order to fall below the minimum quantity required for the discount, the bulk pricing will no longer apply.
In that case, your refund will be adjusted to reflect the standard (non-discounted) price for the items you keep. Any difference will be deducted from your return amount.
Where will I receive my refund if it’s approved?
Your refund will be issued to the original payment method used at checkout. For refunds over $1,000 USD, reimbursement will be issued by check instead.
How long will it take to receive my refund if it’s approved?
The refund may take up to 10 business days to process.
What is the 15% restocking fee for returns between 31 and 60 days?
The 15% restocking fee helps cover the cost of handling returned products, including:
- Testing the item to ensure it works properly
- Repackaging it for resale
- Restocking it in our inventory
This fee only applies to approved returns made between 31 and 60 days from the original shipment date.
What happens if my return fails the inspection?
If your item does not pass inspection, it cannot be resold. In that case:
- No refund will be issued.
- Return shipping back to you will be your responsibility if you want the item returned.
- You must arrange return shipping within 30 calendar days of Flexfire receiving the item.
- Items not claimed within that timeframe will be considered abandoned and discarded.
How long does the inspection process take?
Once we receive your returned items, the inspection process can take up to 5 business days to complete. We’ll notify you once the inspection is finished and let you know the outcome.