Frequently asked questions

Returns

The customer must check on receipt of the items correspond with the order.

If it appears that the items were incorrectly ordered by the customer, they will only be taken back if this concerns standard stock items.
Customization or items specially ordered at the request of the customer can under no circumstances be returned.
Incorrectly ordered standard items must be returned within fourteen (14) days after delivery.
The costs and responsibility for returning incorrectly ordered items to Lumotronic located on the Prinsenweg 9 bus 7 in 3700 Tongeren are for the account of the customer.
The order must be returned in the original packaging.
Reimbursement of incorrectly ordered items only concerns the price of the ordered goods, the shipping costs to deliver the order are not reimbursed.

You can request the return form at sales@lumotronic.eu.

After the stated period has expired, the customer is deemed to have accepted the delivered items and the related invoice.

Only undamaged items in the original packaging can be taken back.

The customer must check on receipt of the articles correspond with the order.
If it appears that the articles ordered by the customer are damaged, the client must inform Lumotronic within 24 hours on +32 (0) 12 23 10 31 or by mail sales@lumotronic.eu.
Damaged items must be returned to Lumotronic within fourteen (14) days, after completing the claim form.
You can request the claim form at sales@lumotronic.eu.
After the stated period has expired, the customer is deemed to have accepted the delivered articles and the related invoice.
The damaged items will be sent back by the chosen courier service from Lumotronic to the address Prinsenweg 9 bus 7 in 3700 Tongeren, the cost for this is for the account of
Lumotronic.
The customer will be notified by Lumotronic as soon as we have received the returned damaged articles.
Lumotronic will inform the customer about the procedure to be followed within two (2) working days.

Namely :

- The cause of the damage to the articles is due to a fault of the manufacturer. Lumotronic will agree a new delivery date in consultation with the customer.

- The cause of damage to the articles is caused by transport. Lumotronic will agree a new delivery date in consultation with the customer.

- The customer himself has suffered damage to the device due to incorrect use. Lumotronic will prepare a technical repair file in consultation with the customer.  Relevant costs related to the return of the item, working hours of the technical expert for the preparation of the technical file, the administrative costs, repair costs, and shipping costs will be invoiced to the customer.

Delivery

- Orders within the Benelux :

   - Order amount above 300 € excluding VAT, the shipping costs are free.   
   - Order amount below 300 excluding VAT - package with weight up to 32 kg (maximum dimensions 200x80x60cm) : standard shipping costs of € 15 are charged.   
   - For 3 meter profiles, an additional shipping cost is charged for order quantities of less than 10 pieces, depending on the country of delivery. 
   - Express deliveries are always at the expense of the customer.


- Orders outside the Benelux :   

  - Other rates apply here, these are always stated on the offer / order confirmation or with paying in the webshop.

- Items that are in stock and ordered before 12 am are usually shipped the same day.

- For items that are not in stock, your delivery time will be notified as soon as possible. The specified delivery times can be considered as normal terms. Exceeding this delivery time does not entitle the customer to compensation for any direct or indirect damage suffered by him or third parties, or cancellation of the order, or change in the payment terms.

- Shipment will take place after receipt of full payment. As soon as we have received your payment you will receive an e-mail from us including a Tack & Trace number, a package number and a link that allows you to follow the items you have ordered.

- In Belgium, the items are generally delivered within one (1) working day if items are in stock and if payment is received before 10 am. The cooperating courier service delivers from Monday to Friday during normal working hours. Lumotronic is in no way responsible for any delays during transport.

- If the first delivery option fails, the package will be offered twice.

- All additional costs subject to delivery due to "additional storage, additional registration attempts" are for the customer.

Upon receipt of the order, the customer must immediately check whether articles correspond with the order.

If it appears that items that the customer has ordered are not complete, they must inform Lumotronic within 24 hours.

This can be done via the following telephone number +32 (0) 12 23 10 31 or via mail to sales@lumotronic.eu.

Lumotronic informs the customer within two (2) working days about the procedure to be followed.

Namely :

  -   Undelivered items due to loss during transport. Lumotronic will agree a new delivery date in consultation with the customer.   

  -   Undelivered items due to an internal mistake. Lumotronic will agree a new delivery date in consultation with the customer.

After the stated period has expired, the customer is deemed to have accepted the delivered items and the related invoice.

Payment

For payments online, Lumotronic works together with Mollie payment system

- Bancontact / Mistercash
- Bank transfer
- Credit card
- iDEAL
- Sofort Banking

Orders are only sent after receipt of payment.

Lumotronic works with Mollie for payment methods. This will also show the "status" of payment for further processing.

The Mollie system has been built up and will immediately inform the customer of the reason for the failure and / or refusal.

This reason can be :

- The amount paid by the customer is insufficient.
- The credit card has expired, as a result of which planned transfer cannot take place. Please contact your bank.
- An incorrect payment method has been chosen. You can always return to the overview of the different payment methods.
- The payment process is not supported by your credit card. Please contact your bank.
- The payment page is not displayed. Hereby you can contact Lumotronic by phone +32 (0) 12 23 10 31 during office hours. Hereby they will offer you a solution.

Invoices

All Lumotronic prices are based on an exchange rate, import duties, taxes and charges.
The customer will receive an invoice after payment.
The customer agrees with the Lumotronic general conditions.

As soon as we have received the returned products and they meet our return conditions, the total purchase amount with the exception of the shipping costs is credited by means of a credit note, to be settled on the following invoice.

Warranty and repair

In the event of a defective item, the customer must request an RMA form.
You can request this form at sales@lumotronic.eu.
Lumotronic uses a "carry-in" factory warranty.
This means that the shipping costs for returning the defective items are for the account of the customer.
The item must be returned together with the completed RMA form.
After receiving the goods, the RMA procedure is started.
The customer receives an RMA report about 4 weeks after receiving the goods.

Lumotronic uses a "carry-in" factory warranty.
This means that the shipping costs for returning the defective articles are for the account of the customer.
The warranty period is 2 years as standard unless stated otherwise on the invoice.
There is no warranty on batteries.

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Contact

Prinsenweg 9 bus 7
3700 TONGEREN
BE 0451.412.264