RETURN AND WITHDRAWAL POLICY
According to the regulations, the consumer and user will have the right to DESIST the contract for a maximum period of 14 calendar days without the need to indicate the reason and without incurring any cost, except those provided for in art. 107.2 and 108 of RD1 / 2007, of November 16, which approves the referred text of the General Law for the Defense of Consumers and Users.
The client will have a maximum period of 15 calendar days from the day of receipt of the requested good or product to inform about her desire to withdraw from the contract. The withdrawal implies that Imaginatuluz will proceed to refund the amount already paid by the client within a maximum period of 14 calendar days, "following the procedure indicated by the client in the return form" (see conditions Post-sale service).
During this period, the consumer will inform the entrepreneur of his decision to withdraw from the contract by filling in the form at the end of this document and sending it to the email address of imaginatuluz . Imaginatuluz will communicate to the consumer in a durable medium an acknowledgment of receipt of said withdrawal. To proceed with the return of a product it is essential that it is in perfect condition and with its corresponding original packaging, with all its accessories. Once we receive your request, we will contact the customer to indicate the details of the return. The customer will bear the costs of returning the goods.
No product handled by the customer in misuse, breakage, etc will be exchanged or paid; otherwise, all warranty will be lost.
In the event of a defective product, the shipping costs will affect Imaginatuluz . In other cases, these will be assumed by the client; These returns are associated with return and management costs. Check the general return conditions of our after-sales service to find out the rates applied to returns. If the cancellation of the order is communicated before it is sent, the customer will be exempt from any cost. In the event of a product replacement, it may not necessarily be the same as the previous one, although in any case an improved version or model, since Led products are subject to continuous improvement in their performance. If the product is in good condition, but the packaging (box, plastic or wrapping) in which the product is found is not in good condition, the return will not be accepted; the same will happen otherwise. Both the collection of the product and its corresponding return will be managed by Imaginatuluz through our courier service.
Consult the After-Sales Conditions.
Products purchased through www.imaginatuluz.com enjoy a 2-year warranty period (extendable in some products) from the moment of delivery, which covers possible manufacturing defects of the product, as well as any breakdown produced during that period.
The user must inform Imaginatuluz of the lack of conformity within two months of becoming aware of it.
The buyer has a 2-year guarantee (extendable on some products), which will come into effect taking into account the purchase date that is detailed on the sales invoice. Upon request, an extension of the warranty could be assessed or a customized project warranty could be offered, after evaluating the application conditions.
Imaginatuluz is not responsible for damages caused by unprofessional installation, products modified or manipulated by the customer or by any other person not authorized by the manufacturer; as well as improper use, manipulation and / or short circuits, apparent signs of improper treatment. The product to be repaired or replaced must always correspond to the one sent by Imaginatuluz attaching the delivery note and / or invoice. In the event of a product repair, the customer may manage said repair directly, processing it and making the shipment. To do this, you must contact Imaginatuluz and request the necessary instructions, as well as authorization for the return. It is important that returns to technical support are made perfectly packed and protected, without stickers or labels on the original packaging and protections. If the product arrives at Imaginatuluz facilities with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. If the original packaging is not available, the customer must use a sturdy box with a sufficient size to allow the equipment to be inserted freely; It is recommended that the customer introduce sufficient protective material under, over and around the product (bubble wrap or paper or foam bags, etc.), in order to prevent any movement of the product within the packaging.
The customer must indicate on the shipping label the return number provided by Imaginatuluz .
Consumable products, deficiencies caused by improper use or manipulation, connection to the electrical network different from that indicated, incorrect installation or defects derived from any external cause are excluded from the guarantees.
In products of a durable nature, the consumer will have the right to adequate technical service and to the existence of spare parts for a minimum of 5 years from the date the product ceases to be manufactured.
To know the steps that should be followed in the event of problems or breakdowns in a product, you can contact:
• With the Imaginatuluz customer service at the phone number +34 638 499 359.
To avoid problems with installation or handling of the purchased product, make sure you have followed the installation and operating instructions contained in the user manuals.
If the purchased product still does not work properly, you should immediately contact the manufacturer's customer service and technical assistance services, or, where appropriate, the representative or distributor.
Usually the technical services will require that you provide them with the following information:
• Invoice number.
• Identification of the specific model.
• Serial number.
The guarantee does not cover damage caused by external factors such as power surges or drops, atmospheric phenomena, fire, water, abnormal use of the product, accidental falls or improper use by individuals or companies not authorized by Imaginatuluz. In the same way, it does not cover wear for hours or the improper use of hours or negligence before or during use, as well as failures caused by improper installation or handling and storage. Claims for natural loss of brightness or degradation of the same are exempt from warranty coverage. Imaginatuluz reserves the right to study each product returned by independent specialists, the warranty being exempt if proven, by the competent authorities the breakage has been caused by the customer, as well as the partial breakage of the product to force the use of the warranty for the return or refund of the product; In these cases, the expenses of the expert opinion will be assumed by the client. Imaginatuluz is not obliged to compensate the client or third parties for the consequences of the use of the product, whether direct or indirect damage, accidents suffered by people, damage to non-product property, loss of profit or loss of profit.
The warranty period is based on a maximum operation of 4,000 hours / year at an ambient temperature of 25ºC and with 10mm of space around the body of the Led products.
This guarantee only covers products applied in the uses for which they were conceived or "normal use" defined as follows:
• The operating conditions are in accordance with the information reflected on the products and their packaging.
• The ambient temperature must never exceed the operating temperature range indicated in the technical sheet.
• The relative humidity in the installation should never exceed 80% RH or the IP category of the product, if applicable.
• The products must operate in a luminaire with correct thermal dissipation avoiding nearby heat sources such as ovens and vapors that modify the ambient temperature.
• The electrical installation in which the product works should be protected by overvoltage protection devices and should not be subjected to voltage fluctuations that exceed 240V.
Products whose working voltage is 220-240V and do not accept a multi-voltage higher than 240V, should never exceed a maximum voltage of 240V (The nominal voltage in Europe is 230V).
Otherwise, the luminaire may suffer damage that is not covered by the warranty.
Consult the After-Sales Conditions.
11. LIABILITY AND DISCLAIMER OF LIABILITY
The consumer and user have the right to repair the product, to replace it, to reduce the price or to terminate the contract, as established in Chapter II Tít. IV Book II of the General Law for the Defense of Consumers and Users.
If the product does not comply with the contract, the consumer may choose between the repair or the replacement of the product, unless one of these two options is objectively impossible or disproportionate. Both repair and replacement of the
product will be free for the consumer, which will be carried out in a reasonable period of time depending on the nature of the products and the purpose for which they were intended. If the repair is completed and the product is delivered, it still does not comply with the contract, the consumer may demand its replacement, the price reduction or the termination of the contract.
Imaginatuluz may suspend, withdraw or partially or totally cancel the products not subject to contracting at any time and without the need for prior notice. The previous forecast will not affect those products that are reserved for registered users or that are subject to prior contracting and that will be governed by their specific conditions.
12. CUSTOMER SERVICE AND CLAIMS
To file any complaint or claim with Imaginatuluz, the client must go to the customer service department either at the phone number 976 774 011, or by sending a message in the Customer Service - Contact Us on the website.
According to the Resolution of online disputes in consumer matters of the EU and in accordance with Art. 14.1 of Regulation (EU) 524/2013, we inform you that the European Commission provides all consumers with a platform for resolving disputes in line that is available at the following link: https://ec.europa.eu/consumers/odr/.
13. APPLICABLE LEGISLATION
The parties submit, at their discretion, for the resolution of conflicts and renouncing any other jurisdiction, to the courts and tribunals of Zaragoza. The language used will be Spanish.