POLILED

Return & Refund Policy

Last Updated: April 15, 2026

We want you to be completely satisfied with your purchase. If something isn't right, we're here to make it right. Please read the following policy carefully before initiating a return. Questions? Contact us at support@poliled.com.

Return Window

We accept returns within 30 days of the delivery date. To be eligible, your return request must be initiated within this window. Returns requested after this period will not be accepted except in cases of warranty claims, which are governed by our Warranty Policy.

Eligible Items

To qualify for a return, items must meet all of the following conditions:

  • Item is unused and in its original, unaltered condition.
  • Item is in its original packaging with all included accessories, manuals, and documentation.
  • Item is in resalable condition — packaging must not be torn, written on, or damaged.
  • Item was purchased directly from poliled.com (items purchased through other resellers must be returned to that reseller).

Non-Returnable Items

The following items are not eligible for return under any circumstances (except in cases of manufacturer defect — see “Defective Products” below):

  • Custom or special-order items made or sourced to your specifications.
  • Cut-to-length products such as LED strip lights, flex neon, or wire/cable sold by the foot or meter — these are cut at the time of order and cannot be restocked.
  • Opened electrical components that have been installed, wired, or powered.
  • Clearance and final sale items (marked as such at time of purchase).
  • Software, downloadable content, or digital products.
  • Items damaged due to misuse, improper installation, or electrical events (overvoltage, polarity reversal, etc.).

How to Return (RMA Process)

All returns require a Return Merchandise Authorization (RMA) number. Do not ship items back without first obtaining an RMA — unauthorized returns will be refused and returned to sender.

  1. Request an RMA: Email support@poliled.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive your RMA number: We will review your request and respond within 1–2 business days with an RMA number and return shipping instructions.
  3. Pack and ship your return: Securely pack the item in appropriate packaging. Write the RMA number clearly on the outside of the package. Ship to our Miami, FL warehouse using the instructions provided.
  4. Inspection and refund: Once we receive and inspect the return, we will process your refund or exchange as applicable (see timelines below).

Return Shipping

The customer is responsible for return shipping costs unless the return is the result of our error (wrong item shipped, item arrived defective or damaged in transit).

  • We strongly recommend using a trackable shipping service and purchasing shipping insurance for returns over $100. We are not responsible for lost return shipments.
  • For returns due to our error or defective product, we will provide a prepaid return shipping label.
  • Return shipping costs are non-refundable except in cases where we are at fault.

Refund Timeline

Once we receive and inspect your return, refunds are typically processed as follows:

  • Refunds are issued to the original payment method within 5–7 business days of receiving and approving the return.
  • Credit card refunds may take an additional 3–5 business days to appear on your statement depending on your card issuer.
  • You will receive an email confirmation when your refund is processed.
  • If your return is rejected (item not in original condition, outside return window, non-returnable item), we will notify you and return the item to you at your cost.

Exchanges

We can exchange eligible items for a different product, SKU, or quantity. To request an exchange:

  • Contact us before shipping your return — we'll guide you through the process and confirm availability of the replacement item.
  • If the replacement item is higher in value, you will be charged the difference. If lower, we will issue a refund for the difference.
  • Exchange items ship after we receive and inspect your return.

Defective Products

If you receive a defective product, we want to resolve it quickly. Defective products may be handled under our warranty program rather than a standard return.

  • Contact support within 30 days of receipt for defects on newly received items. Report by emailing support@poliled.com with your order number, product name/SKU, and photos or video of the defect.
  • We will determine whether a warranty replacement, store credit, or return/refund is the most appropriate resolution.
  • For defects reported beyond 30 days, please refer to our Warranty Policy.
  • No restocking fee is charged on defective product returns.

Restocking Fee

A 20% restocking fee applies to non-defective returns when the item is not returned in its original condition or packaging. This fee covers the cost of inspection, repackaging, and restocking.] No restocking fee is charged on returns due to defective products or our shipping errors.

The restocking fee will be deducted from your refund amount at the time of processing.