Customer Service

Our CUSTOMER SUPPORT service is available during office hours.

+39 0365 260350

from monday to friday, from 9 to 17

    REFUND AND RETURN POLICY OF OUR PRODUCTS

    PREMISE

    LuxLED lighting fixtures are guaranteed for 5 years. To view the warranty conditions, click qui.

    The purchased products can be returned within 10 days from the date of purchase. To be eligible for a return or refund, the items must not have been used and must be in the same condition in which they were purchased. Furthermore, they must be packaged in the original packaging.

    Before making the return you must contact our ASSISTANCE office (assistance@luxled.it)assistance@luxled.itwho will open an RMA (authorized return of goods) and provide this number to the customer via email.

    REIMBURSEMENT

    Once the items have been received and inspected, the LuxLED sales department will send an email to the customer to inform them that the items have been received and will inform them of the approval or rejection of their refund. If approved, the refund will be processed and automatically applied to the credit card entered at the time of the order or to the original payment method within a maximum of 5 working days from approval.

    LATE OR FAILURE REFUNDS

    If the customer has not yet received a refund, they should first check their bank account or credit card records or alternatively try contacting their credit card company, it may take some time for the refund to be officially posted.

    Se il cliente ha fatto tutto questo e non ha ancora ricevuto il rimborso, contatta LuxLED all’indirizzo email: assistance@luxled.it

    ITEMS ON SALE

    Normally only items sold at list price can be refunded. Items on sale cannot be refunded, unless decided by our sales office

    SUBSTITUTIONS

    LuxLED replaces items only if defective or damaged. Check our warranty conditions.

    GIFTS

    If the item was marked as a gift at the time of purchase and shipped directly to you, I would receive a gift credit equal to the value of your return. Once we receive your returned item, you will be sent a gift voucher.

    If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to them to give to you later, we will send the gift giver a refund and they will be made aware of your return.

    SHIPPING AND RETURNS

    To return the product, it is necessary to notify LuxLED in advance by writing an email to: assistance@luxled.it and justifying the return. Subsequently LuxLED will open the RMA (authorized return of goods) and reply to you and indicate the courier to use.

    The shipping address is as follows: LUXLED SRL – via Roma n.8 – 25080 MONIGA DEL GARDA (BS)

    If LuxLED decides on a replacement, depending on where you live, the time it takes for the replaced product to reach you may vary. The LuxLED sales office will send you the shipment tracking.

    For any other information do not hesitate to contact LuxLED.

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      WARRANTY CONDITION

      1. PREMISE

      LuxLED guarantees the products for all manufacturing defects, malfunctions or breakage of components under the conditions indicated below.

      1. DURATION OF THE WARRANTY

      For lighting fixtures sold on the http://negozio.luxled.it platform, the warranty is 5 years and starts from the date indicated on the invoice or purchase receipt.

      1. WARRANTY BENEFICIARY

      Replacement or repair under warranty can only be requested by the user who purchased the product from LuxLED or from authorized LuxLED resellers.

      1. WARRANTY PROTECTION

      The warranty includes breakages, faults and malfunctions found by the customer and verified by the LuxLED laboratory.

      The warranty does not protect the product in the following cases:

      (4.1) Storage, assembly and maintenance not compliant with use.

      (4.2) Faults and/or malfunctions due to improper use of the product or in unsuitable environments.

      (4.3) Product opened, tampered with or repaired by personnel not authorized by LuxLED.

      (4.4) Failures caused by exceptional natural events such as: lightning, fires, floods, etc.

      (4.5) Performance compromised by the application of accessories not approved by LuxLED.

      (4.6) Breakages caused by transport and not contested by the customer within 3 working days of receiving the product.

      (4.7) Aesthetic defects, not visible in the place of use, such as slight mechanical imperfections due to the normal production cycle.

      (4.8) Deviation from the electrical and photometric technical specifications if less than 10%.

      (4.9) LEDs not working if less than 5% of those installed.

      1. PROCEDURE FOR REPAIR OR REPLACEMENT OF THE FAILURE PRODUCT UNDER WARRANTY

      To request repair/replacement of the product it is necessary to fill in the RMA form (downloadable from the website: https://luxled.it/sistenza/) together with a copy of the purchase document and forward it to the email address assistance@luxled.it Or info@luxled.itLuxLED will authorize the repair by assigning an RMA number within 1 working day. Only after receiving the RMA number can the customer send the product to the repair center indicated in the RMA form. Any unauthorized returns of goods may be refused or considered out of warranty. It is at LuxLED's sole discretion to choose between repairing the product, replacing it or reconditioning it. The repair/replacement times of the defective product are linked to the availability of spare parts or replacement products. The repaired, replaced or reconditioned product will be returned to the customer, except for shipping and/or spare parts supply problems, within a maximum of 5 working days from the date of receipt.

      1. OBSOLESCENCE OF COMPONENTS

      In consideration of the continuous evolution of electronic products in general and LEDs in particular, 2 years after the sale of the faulty appliance, if spare parts are not available and therefore it is not possible to repair it, LuxLED, as an alternative to repair, will be able to offer the customer the reconditioning of the luminaire with the complete replacement of the entire optical unit (LED, electronics); in this case the customer may be asked for a contribution equal to the percentage of use consumed by the product, with a minimum of €10 and a maximum of €15 for each year of use.

      1. WARRANTY COVERAGE AND LIABILITY

      The warranty does not cover any costs incurred by the customer as a result of product defects; in particular, the following will be the responsibility of the customer:

      Installation/uninstallation costs of the non-functioning product

      Shipping costs of the product from the customer to LuxLED.

      The costs of shipping the repaired and/or replaced products to the customer remain the responsibility of LuxLED but only if the fault has been recognized as covered by the warranty.

      Any liability of LuxLED is expressly excluded in the following cases:

      • Damage to equipment or objects of various kinds connected to the defective product.
      • Loss of operation and/or profit, as well as indirect damage caused by the incorrect functioning of the LuxLED product.

      This warranty absorbs and replaces any other possible liability arising from the products supplied; in particular the customer will not be able to claim damages and/or without prejudice to the responsibilities established by law.

      1. LAWS AND JURISDICTION

      For any dispute that may arise between LuxLED and the customer as a result of faults or malfunctions of LuxLED products, only the Court of Brescia is competent.

      Contact

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