Returns Policy
At Factorled, we want you to be completely satisfied with your purchase. If you need to return a product, here's how to do it.
Return due to Withdrawal (15 days)
If you are not satisfied with your purchase, you have a period of 15 calendar days from the date you received the order to return it without needing to provide a justification.
Conditions:
The product must be in perfect condition, not used beyond mere inspection.
The original box must be in perfect condition, with no stickers or adhesive tape.
It must always be returned in its original packaging, with all manuals and accessories.
The customer is responsible for the return shipping costs.
A 25% discount will be applied to the product value if conditions 1, 2, and 3 are not met (per individual product).
How to request a return online
All returns and claims (RMA) are managed directly from your customer area at factorled.com. There's no need to call or email our sales team — with your account you can open, submit, and track your request at any time.
When can you request a return?
You can request a return or claim (RMA) in any of the following situations:
You received a defective product or one that has stopped working.
You received an incorrect product (it does not match what you ordered).
Your order has not arrived or was lost in transit.
The product has features that do not match those advertised (incorrect color temperature, etc.).
Some unit of the order arrived broken or damaged.
Step by step
STEP 1 — Log in to your FactorLED account
Open your browser and go to www.factorled.com.
Click the My Account icon or Log in, located at the top right of the website.
Enter your email address and password, then click Sign in.
⚠️ If you don't remember your password, click "Forgot your password?" and you will receive an email to reset it.
STEP 2 — Access the customer area (Portal)
Once logged in, you will be redirected to your private customer area. From here you can view:
Your placed orders
Your invoices
Your previous return requests (RMA)
STEP 3 — Locate the affected order
Click on "My orders".
Find the order containing the problem product in the list. You can identify it by the order number (for example: FL0202XXX) or by the purchase date.
Click on the order to open it and view its details.
💡 If you have many orders, you can filter by date or search directly by order number.
STEP 4 — Request the return (RMA)
Inside the order detail, look for the "RETURN" button.
Clicking will open an RMA (Return Merchandise Authorization) request form.
STEP 5 — Fill in the return form
This is the most important step. The more information you provide, the faster FactorLED can process your request. You will need to indicate:
a) Affected product(s)
Select the item or items in the order that have the problem and specify the number of affected units.
b) Reason for the return
Choose the reason that best describes your situation:
🔧 Defective or faulty product
📦 Wrong product received
🚚 Order not received / lost in transit
💡 Non-conforming features (color temperature, etc.)
🧩 Missing component or accessory
Other reason
c) Detailed description of the issue
Explain in as much detail as possible what happened. For example:
"I received 4 spotlights and all 4 flicker intermittently from the very first day of installation."
"The bulbs stopped working after 2 weeks of use."
"The lumens emitted do not match those indicated on the product page."
d) Photos or videos (highly recommended)
If the product is damaged or has a visible defect, attach images or a short video showing it. This will greatly speed up the resolution of your case.
STEP 6 — Submit the request
Check that all the information entered is correct.
Click "Submit request" or "Confirm".
You will automatically receive a confirmation email with your RMA number (for example: RMA07XXX). Save it — you'll need it to track the request.
STEP 7 — Track your request
Once submitted, the request will go through the following stages:
📝 Draft: Your request has been received and is pending review.
✅ Approved: FactorLED has accepted the return. You will receive shipping instructions.
⚙️ In progress: The return is being processed internally.
💬 Responded: FactorLED has sent you a response or solution.
❌ Rejected: The request does not meet the requirements. You will receive an explanation.
🔒 Closed: The case has been resolved.
You can check the status of your RMA at any time by accessing your customer area at factorled.com → My returns.
STEP 8 — Physical shipment of the product (if applicable)
If your request is approved and physical return of the product is required:
Wait for FactorLED's instructions by email. Do not send the product before receiving confirmation, as it may not be accepted.
Pack the product properly to avoid damage during transport. Use the original packaging if possible.
Include a copy of the RMA number (RMA07XXX) inside the package so the team can correctly identify your shipment.
Send the package to the address provided by FactorLED in the approval email.
Need additional help?
If at any time you have questions or can't find the option in your customer area, you can contact the FactorLED team directly:
📧 Email: uk@factorled.com
📞 Phone: UK Local Call 020 349 918 56 / Outside UK (+44) 20 349 918 56
💬 Web chat: available at www.factorled.com
Always include your order number and a brief description of the issue so they can help you faster.
For more details, please see our Terms and Conditions.
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