Custom products are produced upon order, therefore we do not accept returns, or allow substitutions, except for defective goods. Returns are for credit or exchange.
Given the product’s characteristics, we will admit claims for those products which were broken due to transportation causes. For that purpose, you will have to state the incident in the carrier’s waybill. After goods reception, you have a claim period of 24 hours in case of an incident.
Please send us pictures through e-mail showing the incident so that we can process it. After expiry of the 24 hours period, we will not be liable if the incident was caused by the transportation company.
If you are not satisfied upon reception of your order, and it is a stock product (2-4 day delivery) you can exercise your right of return within 14 calendar days from the reception’s date. Picking and shipping costs related to items returned will be charged to the customer.
In some cases, colors and sizes are approximate and close to reality but not 100% reliable. For specific cases you must consult with us since expenses for goods returned because of technical reasons will be covered by the customer.
To start the procedure, the product must be returned in New (unused and undamaged) condition and in the original manufacturer packaging. After the reception of goods at our warehouse and checking of product conditions, we will refund the amount through the same mean of payment used by the client within a period of 30 days maximum.
HOW TO RETURN STOCK PRODUCTS
As per EU Consumer Rights Directive, you can choose to withdraw from your order for any reason within 14 calendar days (including weekend and holidays) starting on the day the goods were received.
We will accept the return of the order, only:
- If the product is still packed in their original packaging
- If the parcel is complete (including operating manual, packing material etc.),
- If the products can be sold again without any form of damage.
We may claim a refund in case of damaged products that have been used and shipped without reasonable care.
The refund of your order will take place once we receive your parcel with the returned product.
The cost of the return is your responsibility. The parcel with the product must be returned to the following address
c/ Florida 109 – 3ºC
28300 Aranjuez – Madrid
RETURN AND INSPECTION
All authorized returns will incur a 20% restocking charge, contingent upon safe return of goods.
You are responsible for shipping product back to Singular.Lighting. Please include a copy of your invoice marked “Returned for Credit” with the product. On all orders being returned for credit, the customer will be responsible to pay original freight charges, as well as the return charges back to Singular.Lighting.
If the damage to the product has been caused by an installation error, We will charge the customer for the repair and delivery costs. If the product contains a technical malfunction that is not related to or caused by the installation, the product warranty is valid and We will repair or replace the product and send the repaired/new product to the customer.
Return items MUST arrive in unused/new condition in all original packaging to be eligible for credit. All returned products must pass inspection by Singular.Lighting return team prior to being approved for credit.
We arrange the delivery and inspects the product. After inspection, We contact the customer and provides a preliminary report and a possible cost estimate to be approved by the customer.