Shipping & Returns

Last updated: 14 October 2026

Free next-working-day delivery on UK orders of £100 or more, and 30-day returns with a free return label.

1. Delivery costs

Order valueDelivery chargeService
£100 or moreFreeRoyal Mail Tracked 24, next working day
Under £100£4.99Royal Mail Tracked 24, next working day

Any delivery charge is shown at checkout before you pay.

2. Dispatch and cut-off times

  • Orders placed before 5pm, Monday to Saturday, are usually dispatched the same day.
  • Orders placed after 5pm, on a bank holiday or on a day we don't dispatch go out on the next dispatch day.

You'll get an email with your tracking link when your order leaves our warehouse.

Next-working-day delivery is our carrier's aim rather than a guarantee, so a small number of parcels take longer, especially at busy times such as Black Friday and Christmas.

3. Where we deliver

We deliver to addresses in the United Kingdom. Deliveries to some remote areas, such as the Scottish Highlands and Islands, can take longer.

We don't currently ship outside the UK. For international trade or bulk enquiries, email info@hexleds.co.uk.

4. Delivery problems

  • Nobody home: follow the carrier's card or email to rearrange delivery or collect your parcel.
  • Damaged or missing items: please check your order when it arrives and tell us as soon as you can, ideally within 48 hours, with photos of the parcel and the items. This doesn't affect your legal rights.
  • Parcel not arrived: if your tracking hasn't moved for a few working days, contact us and we'll chase the carrier. If your parcel is lost, we'll send a replacement or give you a full refund.

5. Returns

You can return any item within 30 days of receiving it, for any reason. Return postage is free: we'll email you a prepaid label.

To get a full refund, items need to be:

  • unused and not installed
  • in their original packaging, with all tubes, connectors and cables

You're welcome to unpack a kit and connect it on the floor to check it works. If an item has been fixed to a ceiling, drilled, cut or hard-wired, we may reduce your refund to reflect its loss in value.

Not returnable unless faulty: custom layouts, parts made or cut to your measurements, and gift cards.

6. How to return an item

  1. Email support@hexleds.co.uk with your order number and the items you want to return.
  2. We'll reply within 2 working days with a free prepaid return label and instructions.
  3. Pack the items securely, ideally in their original packaging, attach the label and drop the parcel off.

Please contact us before sending anything back, so we can match your return to your order.

7. Refunds

  • We check returned items when they arrive and email you to confirm your refund.
  • Refunds go back to your original payment method within 7 working days of us receiving your return, and always within 14 days. Your bank may take a few more days to show it.
  • If you return your whole order within 14 days of delivery, we also refund the original delivery charge.

8. Exchanges

The quickest way to swap an item is to return it for a refund and place a new order. If you'd rather we arranged the swap, email support@hexleds.co.uk and we'll send the new item once the original is back with us.

9. Faulty, damaged or wrong items

If something arrives faulty or damaged, or isn't what you ordered, email support@hexleds.co.uk with your order number and photos or a short video. We'll cover all return costs and repair, replace or refund the item in line with your legal rights.

Faults that appear later are covered by our Warranty Information policy. Both are in addition to your legal rights, which are explained in our Terms of Service.

10. Trade and business orders

Unused stock from trade orders can be returned under this policy. Custom and bulk project orders are covered by the terms in your quote. See our Trade page for more.

11. Contact us