Cancelling or changing an order after placement:

A cancellation, modification, or addition to your order is effective once you have received confirmation via email or phone. If no confirmation is received, the order will be shipped as originally placed. Any return or shipping costs for a new order will be at the customer's expense.

Are you unsatisfied with the order you received or have you received a defective item? We’ll be happy to resolve this for you!

There are two types of returns:

1. Returns within 30 days
2. Return due to defect/wrong product

Take note: All business purchases are excluded from the right of withdrawal.

1: Terms of the 30-Day Right of Withdrawal

If you wish to use the right of withdrawal, you can return products without providing a reason and without any conditions. If you use this right, the product, along with all accessories and, if reasonably possible, in its original state and packaging, must be returned. To ensure prompt processing, please register your return via the online return form on our website. If you prefer not to use this, that’s not a problem, though please note it may delay the process.

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

Returns are always at your own risk, including any issues with the carrier.

Notes:

• No user damage should be visible, either on the product or packaging.
• It is not a business order.
• Return costs within the UK are automatically calculated during return registration.

Refund

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

2: Return Due to Defects or Damage

Are the items you ordered defective, damaged, or incorrectly delivered? We’ll resolve this as soon as possible! Register your return through our return portal (click here) and log in with your order number (LIGHT) and email. We can only process your return if you include clear images that allow us to assess the issue. If it is determined that the product was defective or damaged before delivery, we will offer you a replacement item or credit the original amount of the product. Note: Any labor or replacement costs for the product will not be reimbursed by Lightexpert.nl, such as labor hours or costs for renting a lifting device.

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

• The products are always used as indicated on the website, packaging, and in the manual. For some products, this means installation must be performed by a professional installer.
• The LED lighting is used in an applicable ambient temperature. See the manual or website for this information.
• There should 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 specified in the manual.

Warranty

How many years of warranty do I get on my product?

All our products come with a minimum 2-year warranty on any defects and technical issues, provided the product meets the aforementioned usage conditions. For some exceptions, a 3- or 5-year warranty is provided. Please refer to the information on the product page, manual, or packaging.

You receive a 2-year warranty on products from our in-house brands: Ledvion and Tiqvi unless otherwise stated on the packaging or in the manual. For original products, you receive the manufacturer’s warranty on defects.

Note: The lifespan indicated 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 various environments, the indicated lifespan is not regarded as the warranty period.

Example: We provide a 2-year warranty on a product with an average lifespan of 30,000 hours. If your product fails after 3 years, we cannot honor the warranty despite it having operated fewer than 30,000 hours.

Note: The solution we offer for a defect depends on the period of use at the time of reporting. The usage period begins once the order is delivered. Below is an overview of the solutions we may offer if the product is indeed found to have 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 card worth the credited amount.

When does the warranty period start?

The warranty period for a product always starts from the invoice date. Each warranty period is expressed in years and is not the same as the lifespan of a lamp.

Once your return is registered, we will immediately begin processing and will keep you informed of the progress.