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    Home / Returns & Claims

    Returns & Claims

    Are you dealing with an issue regarding your order, a claim, or a return? Please fill out the form below.

     

     

    Conditions for Returns or Claims:

    • We recommend sending the goods back using Retino return shipping (a link will be sent via email after completing the form). This is the only way we can reimburse return shipping costs exceeding EUR 15 including VAT if the claim is accepted.
    • The goods must be checked immediately upon receipt of the package. Any claims regarding missing or damaged items must be reported within 48 hours.
    • The goods have not been used in unsuitable conditions (dust, moisture)
    • The goods are not mechanically damaged, or e.g., by water (flooded electrical device)
    • The goods are returned with all packaging components (e.g., complete lighting set)
    • The goods have been connected and operated correctly as per the instructions below
    • Goods purchased in the Bargain section may have a shortened warranty period.
    • Please wrap goods in premium or branded packaging with stretch film to avoid damaging the branded packaging.

     

    Instructions for Proper Connection and Operation of Goods:

    • Sensors in measuring devices - must always be stored in a storage solution (KCl)
    • Humidifiers - should only be used with distilled water or reverse osmosis water. The device must not show signs of limescale.
    • Fans / Duct Fans - must have a compatible speed controller - if you're unsure, please contact us before connecting the fan.
    • Fans / Axial Fans - Carbon filters cannot be attached to these types of fans. They are not designed to move air with a load.
    • Fans / Clip-on and Box Fans - when used continuously in conditions of increased humidity/dust, the expected lifespan of the device is a maximum of 6 months. It is recommended to consider purchasing fans labeled "Heavy Duty".
    • Lighting / Bulbs - must always be connected to an appropriate ballast, and without using the "super boost" or "max" function, which significantly reduces the lifespan of the bulbs. The ballast should be connected exactly to the wattage specified for the bulb.
    • Lighting / Digital Ballasts - the warranty is valid only if the IEC connector is maintained.
    • Lighting / Connected to Timers - before sending the product to us for a claim, you should first rule out any fault with the timer.
    • Lighting / Adjust&Wings Double-Ended Sockets - These double-ended sockets require professional installation. If you're unsure, please contact us.
    • Lighting / Adjust&Wings Ballasts - You can extend the power cable by a maximum of 30m. The connection cable from the ballast to the bulb can be extended by a maximum of 3.5m and must not be coiled.
    • Lighting / Converte Bulbs - can only be used with a 230V ballast. They cannot be used with 400V ballasts.