Returns and Claims
At VertexLed, we want to ensure your complete satisfaction with your purchase. If you are not satisfied with a product, you have the right to return or exchange it according to our terms.
14-Day Withdrawal Period
You have the legal right to withdraw from the contract within 14 days of receiving the product without giving any reason.
The product must be returned undamaged, unused and in original packaging. Include the receipt or proof of purchase.
Return shipping costs are borne by the buyer, unless the product is damaged or incorrect.
Return Process
- Contact us at returns@vertexled.eu with your order number and reason for return.
- You will receive return instructions and shipping address.
- Pack the product securely and ship with tracking.
- After receiving and inspecting the product, we will refund within 14 days using the same payment method.
Product Warranty
All our LED products have a warranty of 3 to 5 years, depending on the product category.
The warranty covers manufacturing defects and failures during normal use. It does not cover damage due to improper installation, lightning strikes, voltage surges, or physical damage.
For warranty claims, send photos of the defect and receipt to support@vertexled.eu.
Damaged or Incorrect Products
If you receive a damaged or incorrect product, notify us within 48 hours of receipt.
Include photos of the damage and packaging. We will send a replacement free of charge or refund your purchase.
Refund
We will refund within 14 days of receiving the returned product.
Refund is made using the same payment method as the purchase (bank transfer or Stripe).
Return Exclusions
Custom-made products are not subject to return.
Products with visible signs of use or damage are not subject to return.
Returns Contact
Email: returns@vertexled.eu
Phone: +386 41 777 921
Response time: 1-2 business days
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