Customer Service

Shipping & Delivery
All orders are usually shipped within 24hrs of placing your order and in most cases orders are received within 2-5 working days but on the rare occasion it can take longer due to postal system failures which is out of our control. Please Note: Your order may have been split into multiple parcels, this means your parcels may arrive at different times and by different carriers.

Delivery Methods

Our Standard Delivery Service is provided by Royal Mail and all parcels valued at over £100 are tracked and will require a signature at delivery. The method of delivery depends on the size and value of your particular order. If items are small and low cost then we use Royal Mail to keep the postage cost to a minimum. If items are large or of a high value we use couriers like DHL, Fedex or UPS that are tracked. Our policy is to deliver to the billing address unless it has been agreed otherwise.

Lost in Post

Occasionally an item may be lost in the post. Lost in post is deemed to have occurred 15 working days (Monday to Friday) after dispatch. You will be asked to complete a Postal Claim Form, a false declaration may result in criminal or civil proceedings been taken against you. Your claim cannot be processed until we receive the signed form.

For the avoidance of doubt you may not order any additional items from us until the matter is resolved.

We will deliver the goods that you order to the billing address you give when you place your order. It is your responsibility to check these details carefully, failure to do so may result in you not been entitled to a refund or replacement from us.

In the event of a lost or damaged order, we reserve the right to where:

a) You have paid for recorded delivery or better either refund the price of the item or send a replacement item at no additional charge. This decision shall be entirely at our discretion;
b) You have opted for free delivery we will either refund the price of the item by credit note less an administration fee of not more than 10% of the cost of the item or send a replacement item less the cost of postage. This decision shall be entirely at our discretion;

For the avoidance of doubt, you agree to waive any right you may have to specific performance in relation to your contract with us or through your chosen payment method.

Faulty goods

Within 90 days of delivery we will always offer you the choice of an exchange or full refund. Within 2 years of your initial delivery, if there is a fault with your product we will normally offer a prompt exchange or issue a credit. To qualify for a refund or exchange the faulty product must be free of faults caused by accident, neglect, misuse or normal wear and tear. We test every item returned to us, once received it will be inspected and tested by our test centre and a replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered. If no fault can be found by our test centre, the item will be returned to you.

Damaged goods

If any products arrive in a damaged condition please contact our customer service team within 14 days of delivery for a Returns Authorisation. Items not claimed as damaged after this period may not be authorised for replacement.

Non faulty goods

If the goods delivers are not what you ordered or the delivery is of an incorrect quantity, we shall have no liability to you unless you contact our customer service team within 7 days of delivery for a Returns Authorisation.

If you notify a problem to us under this condition, our only obligation will be, at its option:- (i) to make good any shortage or non-delivery; or (ii) to refund to you the amount paid by you for the goods in question to the original method of payment.

We will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.

Nothing in this condition is, however, intended to limit any rights you might have as a consumer neither under the applicable local law that may not be excluded nor in any way to exclude or limit our liability to you for any death or personal injury resulting from its negligence.

All goods returned will be inspected for damage and authenticity upon receipt, if we discovers any defects, we reserves the right to refuse to refund or replace and return the item(s) to you.

If you no longer want your LED Lighting you purchased from us and it remains unopened, unused and in a sellable condition, you can arrange to return it to us within seven days of receipt for a full refund. Please be aware in this instance we will NOT refund your postage costs.

Privacy & Security
Online-leds is committed, in a fair and equitable manner, and strictly to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with Jersey Law). The information we collect about you enables us to process your order and provide you with the best service possible. We only send promotional emails with your permission, and do not pass your details onto third parties without your prior consent.

Your Details

We will need to collect the following information to process and fulfil your order, and to notify where applicable the status of your order:

  • Your name
  • Address
  • Phone number
  • Email address
  • And credit or debit card details

We will never collect sensitive information about you without your consent, however additional information you give us will be used for personalisation purposes.

All personal information is held securely in accordance with our internal security policy and the law. Information is not used or transferred outside the European Union without your prior consent.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" (a small piece of electronic information), which would be stored on your browser. Unless you modify your browser settings, information collected this way can be used to identify you.

If you are receiving newsletters or other emails from online-leds, it is because you have signed up to our newsletters on one of our group of sites. You will only receive emails from online-leds and other websites within the same group. You can Unsubscribe from these emails at any time by clicking the Unsubscribe Link at the top of every email you receive. If you have difficulty with this link or wish to amend your details, you may notify us using the contact form on our site. Clicking the unsubscribe link normally takes immediate effect, however please allow up to 7 days during which time you may still continue to receive emails from us.

Returns & Replacements
We're committed to selling high-quality products we hope you'll enjoy using but we also know that, for one reason or another, there may be a time when you need to exchange or return something you've bought. Please make sure that you check your items carefully before they are used or installed. We also recommend that you keep your receipt or order number, which can be found on your order confirmation or on the delivery packaging, as you might need it as proof of purchase in the event of any after-sales queries.

Please be sure to read all the terms and conditions below prior to processing a return.

Please ensure that you enclose either a copy of your approved RMA or a covering letter detailing your Name, Order Reference Number, a postal receipt (if applicable to receive a postal refund), the issue(s) and the desired action i.e. replacement, credit or a refund. ALL GOODS MUST BE RETURNED WITHIN 10 WORKING DAYS OF THE RMA BEING APPROVED.

Returns Address:

PDS Design Solutions Ltd,  c/o, 2 The Staddles, Little Hallingbury, Hertfordshire, CM22 7SW