Returns within 14 days
The Law of Ukraine “On Consumer Protection” allows goods of proper quality to be exchanged or returned within 14 days, not counting the day of purchase; for online purchases, from the day the parcel is received. Conditions:
- the item has not been used or installed, and its appearance and consumer properties are intact;
- packaging, seals, labels and the full set are intact — fixings, remote controls, instructions;
- you have the receipt, the electronic payment document or the order number.
We refund by the same method within 7 days of the goods arriving at our warehouse. Return shipping of goods of proper quality is paid by the buyer.
What cannot be returned
Goods of proper quality on the list approved by the Cabinet of Ministers of Ukraine are not exchanged or returned. For us these are above all goods sold by length and cut for the buyer: LED strip, neon, cable, aluminium profile. We accept them back only when defective.
We also do not accept:
- items with signs of installation: cut wires, tightened terminals, peeled adhesive backing;
- items whose damaged factory packaging is part of the product (lamp blister packs);
- made-to-order products, for example an LED screen made to size.
How to return an item
- Write to us on Viber, Telegram or info@newsuperled.com.ua, or call +380 95 382 37 75: the order number and what you are returning.
- We confirm the return and send you the form and the branch address.
- Send the item in its factory packaging by Nova Poshta; keep the waybill number.
- Within 1–2 working days of receipt we inspect the item and refund or ship the exchange.
Warranty periods
The standard warranty is 12 months from the date of sale unless the manufacturer gives more. Some brands and series carry 24 or 36 months; the exact term is in the product card and the warranty card.
Accessories (connectors, clips, end caps) and consumables are not covered by warranty but can be returned within 14 days as goods of proper quality.
| Product group | Typical term |
|---|---|
| LED strip, neon, power supplies | 12–24 months |
| Luminaires, chandeliers, panels, floodlights | 12–36 months |
| LED lamps | 12–36 months depending on brand |
| Automotive LED lamps | 12 months |
| Batteries, inverters, power stations | 12–24 months |
What is not a warranty case
- mechanical damage: cracked housing, broken diffuser, broken fixings;
- moisture inside a product without the required IP rating, or in strip or neon with unsealed ends;
- wrong voltage: 12 V strip on a 24 V supply, a 220 V luminaire on 12 V, an LED lamp on a mains supply with overvoltage;
- an overloaded power supply, or operation without ventilation in an enclosed space;
- self-repair, re-soldering, design modifications;
- natural decline in luminous flux and battery capacity within the manufacturer’s norms.
How to make a warranty claim
Send the order number, a description of the fault and, if possible, a video or photos. We often resolve the problem remotely — say, when flicker comes from an incompatible dimmer.
If an inspection is needed, send the item to our warehouse; we reimburse the shipping once the defect is confirmed. Review takes up to 14 days, as the Law “On Consumer Protection” provides. Then repair, replacement or refund — your choice within the law.