At Atom LED, we stand behind the quality of our professional-grade LED lighting solutions. If you’re not completely satisfied with your purchase of our LED drivers, controllers, or lighting systems, we offer a straightforward returns and exchanges process.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unopened packaging with all accessories
  • Return request must be made within 15 days of receiving your order
  • Proof of purchase (order number) must be provided

Non-Returnable Items

Due to their technical nature and customization requirements, the following products cannot be returned or exchanged:

  • IP68 Neon Flex (cut-to-length custom orders)
  • COB LED Strip (specialty product with unique specifications)
  • LED Neon Profiles (custom-cut aluminum channels)
  • Any product that has been installed, modified, or shows signs of use

Return & Exchange Process

Step 1: Initiate Your Request

Email our support team at [email protected] with the subject line “Return/Exchange Request” and include:

  • Your order number
  • Product name and voltage specification (e.g., 24V LED Driver)
  • Reason for return/exchange
  • Whether you prefer a refund or exchange

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Dear Atom LED Support Team,

I would like to request a [return/exchange] for my order #[Order Number].
Product details: [Product Name, Voltage, Quantity]
Reason for return: [Please specify]

I understand that I will be responsible for return shipping costs unless the item arrived damaged or incorrect.

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Authorization

Our Baltimore-based support team will respond within 2 business days with:

  • Return Merchandise Authorization (RMA) number
  • Return shipping instructions
  • Any special handling instructions for technical LED products

Step 3: Ship Your Return

Package the item securely in its original packaging and include:

  • RMA number clearly visible on the package
  • Copy of your order confirmation
  • For exchanges: note specifying the replacement product (including voltage requirements if applicable)

Note: We recommend using a trackable shipping service and retaining your shipping receipt. Atom LED is not responsible for lost return shipments.

Step 4: Processing Your Request

Once we receive and inspect your return:

  • Refunds: Processed within 3-5 business days after inspection
  • Exchanges: New item shipped within 2 business days after inspection

Refund Information

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days depending on your bank
  • PayPal: 3-5 business days

Original shipping fees are non-refundable unless the return is due to our error.

International Returns

For customers outside the United States:

  • You are responsible for any customs duties or taxes on returned items
  • Return shipping costs are not refundable
  • Please clearly mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Incorrect Items

If you received a damaged item or incorrect product (e.g., wrong voltage LED driver):

  1. Contact us immediately at [email protected]
  2. Include photos of the damaged item or incorrect product
  3. We will arrange for a prepaid return label if applicable
  4. Expedited replacement shipping for professional customers with urgent needs

Technical Support Alternative

Before returning a product due to technical issues with your 12V/24V/48V or 220-240V system, consider contacting our technical support team. Many installation challenges can be resolved without returning products.

For any questions about our returns policy, please contact us at [email protected] or +1 (410) XXX-XXXX.

Last Updated: [Insert Date]