Returns Policy

Returns Policy - Lux Lights

At Lux Lights, we do everything we can to ensure you're satisfied with your purchase. However, it's possible a product isn't quite what you expected. No problem – returning is easy and straightforward. On this page, you'll find all the information about your right of withdrawal, return procedure, terms and conditions, and refunds.

Right of withdrawal – 14 days' reflection period

From the moment you receive your order, you have a 14-day cooling-off period . During this period, you can cancel your purchase without giving a reason .

During this period you may view and assess the product as you would in a store.

We kindly ask that you handle the product and packaging with care. We cannot accept returns for items that have been used, assembled, or damaged.

How do you return your order?

  1. Register your return within 14 days
    Send an email to info@lux-lights.nl of:

    • Your name

    • Your order number

    • The items you wish to return

  2. Receive the return address and return form
    After registration you will receive an email from us with:

    • The return address

    • A return form that you must complete

    You can only return your order after you have received this email .

    Complete the form in full and place it with the package .

    Without a return form, we cannot determine who the shipment came from, and we are not liable for lost or unprocessable returns.

  3. Pack and ship the product

    • Pack the item securely, preferably in the original packaging .

    • Please include the return form and a copy of your proof of purchase .

    • Send the package via a reliable shipping service with Track & Trace .

  4. Return costs
    The customer will be responsible for the return shipping costs, unless:

    • the product was delivered defective or damaged , or

    • there has been an incorrect delivery .

    In those cases we will fully reimburse the return costs.

Return Policy

To correctly process your return, the following conditions apply:

  • The item is undamaged, unused and complete .

  • The item is, if possible, in the original packaging with labels, manual and accessories.

  • The return shipment will be sent back to us within 14 days after registration .

  • The return form has been completed and attached.

Specifically for lighting

  • The item may not have been mounted or built-in and may not show any signs of use (such as screw or mounting marks).

  • Light sources, LED modules, adapters, remote controls and cables must be returned complete.

  • Testing is permitted, but prolonged use or use outside the product specifications (such as outdoor use of an IP20 lamp or unsuitable dimmer) is not covered by the right of withdrawal.

  • Fragile parts should be carefully packed in the original protective materials (foam, covers or clamps) to prevent transport damage.

Exceptions – Non-returnable

We cannot accept returns for certain items. This applies to:

  • Custom products (such as custom-cut LED strips or specially ordered variants).

  • Products sealed for hygiene or safety reasons, where the seal has been broken.

  • Products with a limited shelf life or that may spoil.

Purchases during discount promotions (such as Black Friday, sales or outlet offers)

  • Products purchased during special promotions are not eligible for a refund . They can, however, be exchanged for another product or converted into store credit .

Refund

Once we have received and inspected your return, you will receive a confirmation from us by email.

The purchase amount will then be refunded within 14 days via the same payment method you used to pay.

If the product is returned damaged, incomplete or the return form is missing, this may result in a delay or partial refusal of the refund .

Received a defective or incorrect item

Please check your order immediately upon receipt.

If your product is damaged, defective or incorrectly delivered , please contact us within 48 hours at info@lux-lights.nl .

We provide a quick and appropriate solution:

  • free replacement of the item, or

  • full refund , including shipping costs.

We will fully cover return costs for defective or incorrect deliveries.

Complaints and service

Do you have a complaint or comment about your order, delivery or our service?

Let us know via info@lux-lights.nl .

We take every complaint seriously and aim to provide a suitable solution within 14 days .

Summary

  • 14 days' reflection period after receiving your order.

  • Please register your return first via info@lux-lights.nl – you will then receive a return address + return form.

  • Return form is mandatory and must be included.

  • Product must be undamaged, unused and complete .

  • Return costs are at your own expense , except in case of defect or incorrect delivery.

  • Refund within 14 days after receipt and inspection.

  • Lighting may not have been mounted or built-in .

  • Complaints ? We'll help you personally and professionally.