After-Sales Service

General Return Conditions:

The following shall be taken into account for the acceptance of a return:

In order to manage any incident, you must initiate a return via our website. Instructions on how to do this can be found at the bottom of this page.

Please note that any claim that is incomplete or not reported as indicated above, will not be considered and its date of notification will not be valid for the purposes of a subsequent claim in the correct means.

The product must be returned in perfect condition and including the original packaging. No reimbursement shall be made for any product that has been tampered with by the customer, misuse, breakage, etc.; in such a case, the warranty will be void. If the product is in good condition, but the box, plastic or wrapping in which it has been packaged is in poor condition, the return will not be accepted, and the same will apply in the opposite event.

The deadlines and conditions specified for each type of return must be complied with, otherwise it will not be considered.

For unaccepted quotations, returned goods, "rejected returns" or any other customer material in the possession of Ledkia the customer is obliged to pay storage fees for a period of one month from the time when the interested party is informed that the item is available to them. The storage surcharge is £5 per day + 5% of the value of the material.

We recommend that you verify the status of your order once you have received it so that, in the event that you need to make a claim at a later date, we can process it in a timely manner.

No claim will be accepted after the deadline, and it will be understood that the customer is responsible.

Types of returns

Damage / breakage upon receipt of the product

In the event of receiving a product damaged in transit, the customer has a period of 5 days from receipt of the shipment to make a claim (to process a return) to our After-sales department through their customer account. The customer must provide all the documentation indicated below to the email returns@ledkia.co.uk.

1. Detailed description of what happened, indicating everything that helps to clarify the facts and demonstrate the failure of the courier service to cause the breakage/damage to the product.
2. Photographs clearly identifying the damaged equipment. Photographs identifying the damaged product (showing the product in its entirety and the damaged side). In the event of several damaged products in the same order, it will be necessary to present a photograph with all the products together in one photograph.
3. Photographs of the packaging where you can clearly see the "damage / dents / breakage". This field is very important, as if the fault of the courier is not clearly demonstrated, the claim may not be considered.
4. Photographs of the courier's label that also shows the entirety of the product for which the claim is being made.

When you send the email with the documentation, you must refer to the assigned return reference. Ledkia will process the claim and will inform you of its status at all times.

Please note that any notification that is incomplete or made by other means shall not be considered, and its notification date shall not be valid for the purposes of a subsequent claim by the correct means.

It is recommended that, if you notice any damage to the packaging of your order upon receipt, you leave a comment on the delivery note for the record (this will make it easier to deal with any subsequent complaints).

Failure / error in the shipment of the order:

When a product is NOT received in the shipment, the product differs from what was ordered or does not comply with the characteristics requested which appear on the website, the customer has a period of 24 hours from receipt of the product to notify our After-sales department of the fault/shipping error via their Ledkia customer account (to process a return) and provide all the documentation requested by email to returns@ledkia.co.uk and indicate the following:

1) Detailed description of what happened, indicating everything that helps to clarify the facts and demonstrate the incident of the order.

2) Provide photographs according to the type of incident:

Product error:

• Photograph of the packaging, where the silkscreen printing on the box and on the product itself can be clearly seen.
• Photograph of the product and its serial numbers, where the reference numbers can be clearly seen.

For missing items:

• Photograph of the general packaging, where the size of the box, or of the packaging if there are several packages, can be seen.
• Photographs of the inside of the box or boxes with the products and the arrangement in which they were received. If they have been received with padding, this should also be placed in the box.
• Products received in its entirety, outside the box, where you can clearly see the units of each reference.
• Photograph of the courier's label(s) where it is legible, and you can see the placement of the label(s) on the box.
• In the email sent with the documentation, please refer to the return reference assigned. Ledkia will process the claim and will inform you of its status at all times.

Once the incident has been resolved in favour of the customer, Ledkia will inform the customer on how to proceed with processing the claim.

Renouncement of purchase/product:

Deadlines:

• Individual customers: extended to 30 calendar days from receipt of the product.
• Professional customers: extended to 60 calendar days from receipt of the product.
• Except for products within the category "Christmas Lights" (https://www.ledkia.com/uk/164-buy-christmas-lights) whose term will be 14 calendar days from receipt of the product.
• Exceptions to this are products delivered according to customer specifications (e.g. cut products, products made to customer specifications, etc.).

Conditions:

We accept the return of our products as long as the product is in good condition. The products must be sent in their original packaging and with all its accessories. It must be presented in perfect condition, without being opened (unsealed), dirty, stained, soiled, mistreated or damaged.

On the contrary, the return will be refused.

The customer shall bear the cost of the return. Once the product has been received, Ledkia shall refund the amount of the item (not the original shipping cost and postage) or credit the return with a voucher to be used towards the next purchase.

Once the RMA has been generated, the after-sales department will evaluate the incident to be admitted for processing, at that point you will be informed of the return costs and the client must confirm acceptance via e-mail.

Once the return has been accepted, in the " My Returns" section, the status of the return will change to "Packages Pending" and you will receive a confirmation email.

In the "Returns" section, under "Details of your return", you must download the "RMA Form" in PDF format and print it.

The first page should be included inside the packaging of the returned goods. On the second page you will find labels to identify each package. You must mark the number of packages with the corresponding label and attach them to the outside of each package. 

Ledkia will not be responsible for the loss or misplacement of any package that the customer has not correctly identified by not completing the RMA form correctly.

Ledkia shall provide the customer with all the necessary documentation for the collection with the transport company via email.

The customer will be considered responsible for any damage that may occur as a result of improper packaging. In the event of such damage, Ledkia will not accept the return.

The product must be returned in perfect condition and including the original packaging. No product will be exchanged (or reimbursed) for any product that shows signs of tampering, misuse, breakage, etc.; the occurrence of such circumstances shall give rise to the application of demerits.

We will not accept returns of Products without their original packaging or products that have been removed from their wrapping (plastic seal) and which are expressly indicated as non-returnable on the product sheet.

Exceptionally, demerits (to be determined on a case-by-case basis) will be applied to the value of the product on those occasions when a product DOES NOT fulfil any of the conditions for the right to renouncement to be accepted, and Ledkia decides to accept the return of the product, applying the corresponding penalty.

Warranty:

Terms:

The warranty period is 5 years from 30 September 2017.

After 6 months from the date of purchase, in certain cases, Ledkia may require expert or technical reports from the customer in order to accredit the origin of the failure of the product.

We recommend that before processing the return, you make sure that you carry out the relevant tests to confirm that the product is in fact faulty, otherwise, if the product is in working condition, and it is returned to us due to a lack of knowledge on how to use the product, renouncement conditions will be applied.

In order to process a warranty claim, it is imperative that the customer initiates an RMA through the customer's Ledkia account and provides evidence of the fault as it relates to the product in question, as well as photographs and other documentation that Ledkia deems necessary to process the claim, which will be requested via email.

Once all the information has been examined, the after-sales department will contact you to inform you of the resolution to your incident.

Procedure for processing a return

To process a return, please follow the steps below. If you have any questions, please contact our Customer Service Department.

To register the incident in our system: Log in to your Ledkia account via our website and click on "My orders".To register the incident in our system: Log in to your Ledkia account via our website and click on "My orders".

Once you are logged in, you must select the order in question and click on "View order details" and then click on "Generate return", which is located at the bottom of the order summary.

You will then be re-directed to the RMA form screen where you will need to select the products to issue a return / incident. On the product line itself, an editable dialogue box will open, please indicate the number of units and select the reason for the return, from the various options that appear on the screen.

Then, in the blank box marked "Explanation of the return", you must write a brief description of the incident or reasons for the return. We recommend that you write a thorough and detailed description of the incident in order to speed up the process. The better the explanation, the sooner we will be able to process your request.

Finally, once you have completed all the information, you must choose the solution you would like and finally click on "ISSUE A RETURN"

Verification of your return to the system: Once registered in the system and if generated correctly, the corresponding processing will be carried out. If necessary, we will contact you by e-mail or by the telephone number provided when you registered to process the return.