Cancellation/change to order:
A cancellation, change or addition to your order is processed once you have received a confirmation by email or telephone. If this is not the case, the order will be shipped as originally placed. Any return costs or shipping costs for a new order will therefore be at the customer's expense.

Returns and refund requests

Are you not satisfied with the order you received or did you receive a defective item? Then we will of course resolve this properly for you!

There are 2 types of returns, namely:

1. up to 30 days right of withdrawal
2. Return due to defect / wrong product

Please note: all business purchases are excluded from the right of withdrawal. 

1: Conditions for right of withdrawal within 30 days

If you wish to make use of the right of withdrawal, you can return the products without giving any reason and without any conditions. If you exercise your right of withdrawal, the product must be returned to the entrepreneur with all supplied accessories and – if reasonably possible – in the original condition and packaging. For the fastest possible processing of your return, we ask you to register the return via the online return form on our website. If you prefer not to use this, that is no problem for us. Please note, however, that this may disadvantage the process and delay processing.

You have the right to withdraw your ordered item(s) up to 30 days after receipt without giving any reason. The withdrawal period expires 30 days after the day of withdrawal. The direct costs of returning the products are at your expense.

Returns are always at your own risk, even if problems arise with the carrier.

Remarks:

• No user damage is visible, both on the product and on the packaging
• It is not a business order

Refund

If the returned products meet the above conditions, we will credit the full purchase amount, including any shipping costs of the order, to your bank, credit card or PayPal account within 30 days of receipt. You will receive a credit invoice for this by email. Return costs are at your own expense. If the returned product(s) do not meet our return conditions, the purchase amount will not be credited and we will contact you about this.

 

2: RETURN due to defects or damage

Are the items you ordered defective, damaged or incorrectly delivered? Then we will resolve this as soon as possible for you! Register your return via our returns portal (click here) and log in with your order number + email. We can only process your return request if clear visual material is provided so that we can assess what is wrong. If it turns out that the product was defective or damaged before delivery, we will assist you by offering a replacement item or crediting the original amount of the product. Please note: any labour costs or costs for replacing the products are not reimbursed by Lightexpert.nl. Think of working hours or costs for hiring a cherry picker.

We can only assist you if you meet the following usage conditions:

• The products are always used as indicated on the website, the packaging and in the manual. For some products, this means installation must be carried out by a professional installer.
• The LED lighting is used in an ambient temperature that applies to it. See the information in the manual or on the website.
• There must be at least 10mm of space around the lighting.
• The voltage does not deviate by more than 10% from 230V.
• No modifications have been made to the product other than those possibly stated in the manual.

Warranty

How many years warranty do I get on my product?

All our products come with a minimum 2-year warranty against defects and technical faults provided the product complies with the aforementioned usage conditions. Some exceptions come with a 3 or 5-year warranty. Please consult the information on the page, manual or packaging of the respective product.

• You receive 2 years warranty on products of own brands: Ledvion and Tiqvi unless otherwise stated on the packaging and/or in the manual.
• You receive the manufacturer's warranty on defects of original products.

Note: the stated lifespan on the website and/or product packaging is an average based on ideal temperature and usage conditions. Since each product is used differently and in a different environment, the given lifespan is not considered a warranty period.

Example: we give 2 years warranty on a product with an average of 30,000 burning hours. If your product fails after 3 years, we cannot provide a warranty even though the total burning hours are less than 30,000 hours.

Note: the solution we offer in case of a defect depends on the usage duration at the time of reporting. Usage duration starts once the order has been delivered. See below what solution we can offer for your defect if it turns out that the product has indeed failed prematurely.

• Up to 2 years after receipt: purchase amount credited or replacement product.
• Up to 3 years after receipt: replacement product.
• Up to 5 years after receipt: gift voucher worth the credit amount.

When does the warranty period start?

The warranty period of a product always starts on the invoice date of the first, original order. Please note: the warranty period is not extended after delivery of a new product. Each warranty period is expressed in years and is not the same as the lifespan of a lamp.

After registration, we will immediately start assessing the request and keep you informed.