How do I return a product?
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Unfortunately you can only request a quotation if you are an installer or a company. You can always use the special tier discounts for our products.
It’s important to us that you are satisfied with your purchase. However, if you are unsatisfied with your product for any reason at all, within 14 days after receiving your order you can easily initiate the return process through your personal account.
How to make a return through your personal account
- Log in to your account and click on ‘My service requests’
- Click on the ‘Create new service request', select your order and continue
- Enter the number of products you would like to return/replace under ‘Service quantity’
- Select the reason of return/replacement and whether you prefer a refund or a replacement
- In case of a defective product, please upload a clear picture to complete your request
Once your request has been submitted, you will receive an email with further information about the processing of your request. If you need to return products, print the return form and add it to the package.
Frequently asked questions
Click on a question underneath to read the answer.
What is your return policy?
If you are unsatisfied with your product for any reason at all, within 14 days after receiving your order you can easily initiate the return process. We kindly ask you to comply with the following guidelines when sending products back to us:
- All items must be unused and undamaged.
- All Items have to be in the original packaging.
- All items must be mentioned on the return form, otherwise your return cannot be processed.
- All items must be returned securely to avoid damage in transit, along with product stickers and user manual.
Please do not return any products, unless you have received an email from us with a packing slip for the products to be returned.
Do I have to pay for the return costs?
If you have received the wrong products, broken items or if something from your order is missing, we will cover the costs of the new shipment. If you wish to return your products due to a mistake of your own, for example you ordered the wrong fitting, you will be liable for the cost of return to our warehouse in the Netherlands.
What is the return address?
After your return request is approved, you will receive an e-mail with all instructions and a return slip to the correct return address. Packages sent to any addresses other than the warehouse address will not be processed.
Where can I check the status of the return?
You can check the status of your return at any time through your personal account. Once the return request has been confirmed, you will received a confirmation email.
How soon will I be refunded?
Within 14 days from the receipt of your return products in our warehouse, you will receive the refund of your payment on the original payment method.
Do I have to pay for the replacement of a broken item?
If you have received a broken item we will cover the costs related to the replacement. We understand this might cause some inconvenience and we apologise for it. You will not have to send back the broken item. Please make sure to dispose the product in a recycling point.
How do I upload a correct picture?
When initiating the replacement of a broken item, please make sure to upload a picture that clearly shows the damage. If the damage is technical and not visible, we kindly ask you to install it next to well functioning lights. Please always make sure that the product code is clear in the picture. See the following as an example:
I can't access my personal account to request a return. Can you help me?
Should you have any problem with the online procedure, we are happy to assist you by email. Please send us an email to [email protected] with the following information:
- The reason for your return request
- Your order number
- When you received broken/defective products: attach a picture of the respective products
You will receive a confirmation of receipt via email with further information on the return process.
I haven't found the answer to my question. Can you help me?
Please feel free to contact us. Our customer service will be happy to help you.