WITH OVER 15 YEARS IN THE LED INDUSTRY, WE STAND BEHIND EVERY PRODUCT WE SELL.
This page explains what to do if a Dulora product arrives faulty, damaged or incorrect, or develops a fault after you've started using it. For change-of-mind returns, see our Returns Policy.
Faulty, Damaged or Incorrect on Arrival
If your order arrives damaged, faulty, incorrect or with items missing, please contact our team as soon as possible, ideally within 7 days of delivery. This helps us lodge a claim with the carrier while the details are fresh. Please don't use the returns portal for these issues.
Include your order number and photos of the product, the packaging and the shipping label. We'll send a replacement or the missing item, or refund you, at no cost to you. Reporting after 7 days doesn't affect your rights under the Consumer Guarantees Act.
Our Express Warranty
Dulora warrants that our products will be free from defects in materials and workmanship, under normal use, for the warranty period shown on each product's page at the time of purchase. This Express Warranty is in addition to your rights under the Consumer Guarantees Act 1993 and doesn't limit them in any way.
Indicative warranty periods across our range:
- LED bulbs: typically 2 or 3 years, depending on the product
- Festoon strings: typically 2 years
- Accessories: typically 12 months
The warranty period for your product is always shown on its product page. If you're unsure, contact us and we'll confirm it. This Express Warranty doesn't apply to incandescent products.
What the Express Warranty Doesn't Cover
The Express Warranty doesn't cover failures caused by:
- Use contrary to the product's specifications, including connection to the wrong voltage (for example, using a 12V or 24V bulb on 230V mains power).
- Use with dimmers, transformers or drivers that aren't compatible with or recommended for the product.
- Power surges, faults in the electrical installation, or lightning.
- Physical damage, including drops, impacts or crushing.
- Modification, repair or disassembly by anyone other than Dulora or our authorised representative.
- Water or moisture entering products that aren't rated for wet locations.
- Normal end of service life.
- Cosmetic wear, such as scratches, fading or discolouration that doesn't affect how the product works.
- Improper installation or maintenance, or use outside the product's stated operating conditions.
The Express Warranty covers the product itself. It doesn't cover electrician, installation or removal costs. These exclusions don't affect your rights under the Consumer Guarantees Act, including any compensation you may be entitled to for reasonably foreseeable loss.
How to Make a Claim
Please contact our team with:
- Your order number or other proof of purchase.
- A short video or photos of the issue, showing the product installed and powered on where possible.
- A brief description of the problem: has it failed completely, or is it flickering, buzzing or dimming inconsistently?
- The batch number printed on the metal base of the bulb, or on the label of the driver or fitting, if applicable.
- Whether you're using a dimmer, and if so, its brand and model.
What Happens Next
We'll review your claim and come back to you within 1 to 2 business days. In most cases, we can assess it from your photos or video without needing the product back.
Where your claim is valid, we'll repair or replace the product, and we'll cover the cost of sending the replacement to you. If we need the product returned to our Sydney warehouse for inspection, we'll cover the return shipping cost unless the inspection shows the fault is excluded above. Where there's a failure of a substantial character, you can choose a refund or replacement under the Consumer Guarantees Act.
Your Rights Under New Zealand Law
Our products come with guarantees under the Consumer Guarantees Act 1993 that can't be excluded. Products must be of acceptable quality, fit for purpose and match their description.
If a product has a failure of a substantial character, you can choose a refund or a replacement. For other failures, we'll repair, replace or refund the product within a reasonable time. You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by the failure.
These rights apply regardless of the warranty periods and exclusions on this page, and for as long as is reasonable for the product. Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. For more information, visit Consumer Protection.
Warrantor Details
Liquidleds Lighting Pty Ltd trading as Dulora
ABN 83 140 262 951
Phone: +64 9 875 7128
Contact our team