Returns and Exchanges
Flexfire LEDs Returns & Exchanges Policy
Risk Free for 30 days!
We are so confident that you will love our lights, we are giving you 30 days to try them out. If the color temperature, brightness, or size does not work for your project for whatever reason, you can return them back to us!
They need to be in resellable condition for us to take them back, so you cannot cut them, install them permanently, or peel the adhesive off, etc. Do a mock installation and leave it up for a while. If it is not perfect, send it back! Please read all the terms and conditions below (90 seconds of your time) to understand the offer.
We are always here to work with you to make sure you get the right product in the first place, so please call us at 1-844-FLEXFIRE (1-844-353-9347) or local 925-273-9080.
Every stipulation listed under the appropriate return period must be met and inspected by Flexfire LEDs and must be passed before any reimbursement can or will be applied. The Return & Exchange Policy only applies to orders purchased directly through Flexfire LEDs, Inc. and not through any distributors of Flexfire LEDs.
RETURN & EXCHANGE PERIOD:
Within 30 days of original shipment date and in accordance with our 30-Day Money Back Guarantee:
The customer has 30 calendar days to check their order, confirm that all the parts are accounted for, make sure everything works, etc. Items being returned must have a return shipment date within 30 days of the date the order was originally dispatched from our warehouse.
- PASS INSPECTION: After the returned products have passed inspection, clients will be reimbursed for the full amount of the unneeded/unused products via their original form of payment. Any previously incurred shipping costs will be excluded from reimbursement.
FAIL INSPECTION: If an item is damaged or cannot be resold by Flexfire LEDs, then no refund will be given and the customer has to pay the shipping cost to get their product back to him or her within 30 calendar days of Flexfire LEDs receiving the items in the warehouse. Items left unattended will be considered abandoned and will be discarded.
Between 31-60 days of original shipment date:
After 30 calendar days, the customer has the option to return the items but under the following conditions:
PASS INSPECTION: After the returned products pass inspection the customer has two options: 1) Receive a full refund on store credit, 2) Receive a refund via original form of payment minus a 15% restocking fee Restocking fees cover the cost for a Flexfire LEDs employee to test the unit, re-package the unit for resale, and restock the item.
FAIL INSPECTION:If an item is damaged or cannot be resold by Flexfire LEDs, then no refund will be given and the customer has to pay the shipping cost to get their product back to him or her within 30 calendar days of Flexfire LEDs receiving the items in the warehouse. Items left unattended will be considered abandoned and will be discarded.
After 60 days of original shipment date no refund or store credit will be provided.
In the event of a product defect or malfunction, Flexfire LEDs will cover the cost of the return shipping. This is only valid during the product’s warranty period stated by Flexfire LEDs. In this case a pre-paid shipping label will be issued to the client via our standard shipping method.
If the item is faulty, Flexfire LEDs will ship out a replacement at no charge.
If the item is not faulty (still works), the client will need to pay for the shipping to get the product back to them.
Non-refundable items or circumstances include and are not limited to:
Sample Kits, Display Boxes, Store Credit
Services and/or labor rendered
All Special Orders and/or Customized Products/Orders. This includes any products that are not sold on our website.
Products that have had the following done:
Rivets have been knocked out on drivers
Wires on power units have been cut too short making connections uneasy or unusable for a future client
Damage to the original boxes and packages not created by Flexfire LEDs (Touch Remote boxes, Mean Well boxes, Desktop Power Supplies, Zuriks, etc.)
Inserts, manuals, instructions for remotes/accessories or other important papers are missing
Strip lights/extrusions/covers that have been cut, soldered, and/or perforated
Strip lights have had the 3M adhesive tape peeled/exposed
Strip lights have been creased or there is damage to the printed circuit board (PCB), led chips, resistors, etc.
LIMITED WARRANTY ON PURCHASED ITEMS
All products sold by Flexfire LEDs and shipped within the 50 United States, Canada, and Mexico come with a limited warranty. This limited warranty does not include product failures that are the result of:
- Not using a voltage regulated power supply to connect the LED product or controls;
- Connecting LED products to the wrong Output Voltage;
- Improper connection of power supplies, LED products, or controls;
- Connecting LED products or controls directly to any AC power source;
- Connecting power supplies backwards to an AC power source;
- Using products in an extremely hot or cold environment and/or without adequate ventilation as overheating will cause the LEDs and transformers to fail;
- Water damage to products not specifically sold as waterproof products;
- Electrical power surges;
- Damage from hail, flooding, tornado, fire, wind, earthquake, lightning, electrical storm, or any other natural disaster;
- Damage caused by a vehicle or other accident;
- Damage caused when transporting the item;
- Damage to any products that were modified by the user, used for purposes other than as intended or directed, or connected to LED systems or components not purchased from Flexfire LEDs.
This limited warranty also expressly excludes coverage for excessive wear and tear and/or physical or accidental abuse, loss, or theft. Improper repair or warranty service performed by someone other than Flexfire LEDs will void this warranty. Buyer is responsible for the safe transport of any item sent to Flexfire LEDs for warranty service.
If you have an item you believe to be faulty, contact Flexfire LEDs immediately and request tech support. You may be required to provide photos, videos, and/or descriptions of the item(s) not performing properly. It is Flexfire LEDs goal to troubleshoot thoroughly to eliminate any unnecessary time or hassle on behalf of the customer. Failing to comply and provide the information requested by Flexfire LEDs will result in a void of warranty.
If a product is deemed faulty by a technician/representative then a return shipping label and a Return Merchandise Authorization (RMA) form will be sent out immediately. Once Flexfire LEDs receives the product, we will test the item(s) to better understand where the fault in the product(s) lies.
Flexfire LEDs will NOT provide replacement items before the original items have been returned, tested, and deemed faulty. If you need a replacement item while the return process is taking place, then you can repurchase the items. Once the testing process is complete and assuming the product is faulty, a refund will be issued for the purchase price of the product. Flexfire LEDs will not refund shipping costs on replacement items.
If the product is found to be working properly and the error lies in the installation, or with other non-Flexfire LEDs products being used, then the product will be returned to the customer via our standard shipping method. If the customer has paid for a replacement item while the return process is being processed and the original product is found to be working properly, then the customer will receive the original product back and no refund.
Buyer’s sole right under this warranty is for repair or replacement of the defective item.
This warranty is not transferable and applies only to the original purchaser of such items, provided that products purchased from an authorized FlexfireLEDs reseller will also include the above limited warranty. Proof of purchase may be required.
RETURN & REFUND PROCEDURE:
Unneeded item return shipment must be paid for by the customer.
Within the warranty period if a product exhibits a defect or malfunction, Flexfire LEDs will cover the cost of the return shipping. Contact Flexfire LEDs for a pre-paid shipping label.
All shipping labels will be sent to the customer via UPS Ground unless an alternate method is requested by the customer. If an alternate method is requested, the customer will bear full responsibility for the shipping cost. The shipping label must be made attention to: Restocking Dept.
All Returns/Exchanges must be accompanied by a completed RMA (Return Merchandise Authorization) Form. RMA Forms expire 60 days after original shipment date of said order. Contact Flexfire LEDs for an RMA Form.
Once Flexfire LEDs has received the items, tested them and confirmed that they are in a resellable condition, a refund will be issued.
The refund may take up to 10 business days to process. The refunded amount will be refunded to the original form of payment.
- If the dollar amount is over $1,000 USD, then the refund will come in the form of a check.
- All LED strips - 5-Year Warranty
- Lutron Dimmers - 1-Year Warranty
- Amplifiers - 2-Year Warranty
- Sensors - 3-Year Warranty
- Desktop Style Power Supplies - 2-Year Warranty
- Zurik Dimmable Drivers - 5-Year Warranty
- Mean Well LPV Drivers - 2-Year Warranty
- Mean Well HLG Drivers - 7-Year Warranty
Last edited 27-Jan-2017