TP-Link / Tapo LED Lights - Box states cuttable, then product fails and CS say no warranty if cut

Im_A_Mouse_In_Need

I am having an issue with TP-Link, who appear to have some questionable practices on refunds/replacements.

I bought some LED lights from TP-Link's UK website a few weeks ago for Christmas, my son wanted them in his bedroom.

A neat feature of this product is that they are designed to be cut to length, although you have to cut them in certain marked places and use sharp scissors, all of which I did as instructed.

The light strip stopped working after they had been cut. I've since found several other customers saying the same thing on various sites.

When I asked TP-Link if I could replace, they told me:

We understand your frustration with the product, and we'd like to clarify a few points regarding the Tapo L930-10 smart LED strip:

1. Cutting the LED Strip: You can cut the light strip at specific points marked with a scissor icon. However, once the strip is cut, it cannot be re-attached or restored to its original condition.

2. Warranty Consideration: Please note that any modification to the light strip, including cutting or altering it, will void the warranty.

---------------------------

I replied:

The instructions for this device clearly demonstrate where to cut the led strip, which I have done correctly.

There is nothing in the warranty information about voiding the warranty when you cut the LED strip that I can find. Please show me where this is stated.

---------------------------

Their response:

We would like to clarify that any modification to the light strip, including cutting or altering it, will void the warranty. Our warranty policy does not cover products that have been modified in any way, and we advise against making such changes to ensure continued support and functionality of the device.

We apologize for any confusion and understand your disappointment. However, we must adhere to these guidelines in order to maintain the integrity and performance of our products.

---------------------------

I've looked through all their warranty stuff and cannot find the slightest mention of any of this. But besides, the product packaging clearly states the product is cuttable and the instructions tell you how to do this. How can they then claim that I have voided the warranty in following their instructions? I honestly think their customer services are just making this up to avoid taking a return, and will file a small claims court application unless someone can tell me I'm wrong here?

They also seem to insist that customers have to pay to return faulty products, which I think flouts UK Consumer Right Act 2015.

Lots of reviews on TP-Link trustpilot suggesting they are terrible for this sort of thing.

Added some photos to illustrate how clearly they say this product is cuttable, with no mention at all of warranty being voided (I checked their website for warranty info too, no mention of what the CS email states)

Okell

If it's these people(?) I'd be concerned that their website doesn't clearly show any T&Cs or a returns policy.

About TP-Link丨A Global Multinational Group

Alderbank

The Global Multinational Group website doesn't do retail sales but this site does: https://uk.store.tapo.com/

All TP-link's T&Cs and returns policy are there. https://uk.store.tapo.com/policies/terms-of-service

Alderbank

OP, your discussion with TP was exclusively about their warranty.

Quite separately, you have consumer rights. Tell them that your purchase breaches your consumer rights under the Consumer Rights Act 2015. It does not conform to contract because they claim it works when cut as indicated, but the sample you bought from them does not.

See what they say.

Okell

Alderbank said:

The Global Multinational Group website doesn't do retail sales but this site does: https://uk.store.tapo.com/

All TP-link's T&Cs and returns policy are there. https://uk.store.tapo.com/policies/terms-of-service

Thanks

Also there returns policy is not compliant with CCRs is it?

Im_A_Mouse_In_Need

Alderbank said:

The Global Multinational Group website doesn't do retail sales but this site does: https://uk.store.tapo.com/

All TP-link's T&Cs and returns policy are there. https://uk.store.tapo.com/policies/terms-of-service

I did order from the uk Tapo store in the link you have given

The email order confirmation has TP-Link logo at the top, and gives TP-Link customer service email for any questions

Refund policy here:

https://uk.store.tapo.com/policies/refund-policy

I do not think their policy is consistent with UK consumer law but for what it's worth they state:

Faulty in Warranty Period

If any of your items develop a fault, and it’s more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.

-----------------

But I don't want a repair/replacement at this stage as I have now seen multiple customers saying the product has numerous faults, the most common seems to be that the LEDs start to fail within six months and the strip ends up stuck on a single colour and you can only turn it off by unplugging it.

I didn't mention in the OP as it was long enough already, but the controller that comes with the strip also bricked when it tried to do an update through Tapo app. I had bought two sets of light strips and the other controller did the update fine. So I was able to put one set up in my son's room (but I didn't dare cut the lights after the first strip died) which he wants to keep.

So I just want Tapo/TP-Link to refund on one set and I'll move on. I wouldn't think that was a big deal here, but they seem to be acting like I'm stupid for cutting the light strip as shown on their packaging/instructions.

Im_A_Mouse_In_Need

I posted on the TP-Link forum as well. No response there but I have since had another CS email saying:

We have consulted with our RMA team regarding your case for a replacement. We will notify you as soon as the RMA approval is received, and at that time, we will provide you with the necessary instructions to proceed with the replacement process.

---------------

I can't tell if they are just offering to replace the controller that got bricked, or they have changed stance on the light strip as well.

But I replied saying I no longer want a replacement, I requested a full refund instead.

dumpster_fire2025

Perhaps I'm, being overly generous with their stance but I don't think they're being contradictory.

They're saying that whilst you CAN cut it on the dotted (scissor) lines if you do so, it will void your warranty.

Are there any instructions included with the strip because I can't find any online.

Alderbank

Im_A_Mouse_In_Need said:

I posted on the TP-Link forum as well. No response there but I have since had another CS email saying:

We have consulted with our RMA team regarding your case for a replacement. We will notify you as soon as the RMA approval is received, and at that time, we will provide you with the necessary instructions to proceed with the replacement process.

---------------

I can't tell if they are just offering to replace the controller that got bricked, or they have changed stance on the light strip as well.

But I replied saying I no longer want a replacement, I requested a full refund instead.

To be fair, you originally asked for a replacement and that seems to be what they are getting round to doing (I asked TP-Link if I could replace...).

Having chosen to ask for a replacement you can't now chop and change. You are only entitled to switch to a refund if the replacement is itself faulty or it takes too long to arrive, and in practice you have no effective remedy in law if the replacement takes longer than you believe it should.

I've never returned anything to TP-Link but I have asked them for technical support a couple of times and found them to be a helpful company to deal with. They might well simply agree to your request for a refund.

Im_A_Mouse_In_Need

dumpster_fire2025 said:

Perhaps I'm, being overly generous with their stance but I don't think they're being contradictory.

They're saying that whilst you CAN cut it on the dotted (scissor) lines if you do so, it will void your warranty.

Are there any instructions included with the strip because I can't find any online.

I posted a picture of the relevant part of the instructions showing them explaining how to cut the strip, it's the last picture.

The rest of the instructions contain nothing relevant, they just point at the general online warranty which I've read, and there's nothing relevant to this situation in there either.

I would have no issue with you supporting their argument if it said anywhere that the warranty is void when you cut the light strip. But it is impossible to discover that unless you reach the situation I am in, because they have repeatedly marketed the product as cuttable, and explained how to cut it. Surely a warning/disclaimer on the packaging/instructions is a reasonable thing to expect? 

For example, they put a warning note on the reel to unspool the light strip before powering it up.

I genuinely think this is making up warranty terms as you go along by email - that's my issue. It's not fair.

user1977

dumpster_fire2025 said:

They're saying that whilst you CAN cut it on the dotted (scissor) lines if you do so, it will void your warranty.

It might void whatever additional "warranty" there is, but that doesn't affect the OP's consumer rights to receive a product which does what it claims to do.