GENERAL CONDITIONS OF RETURN
In order to process a return, contact the After-Sales department by email atencionalcliente@imaginatuluz.com or by phone at the number +34 638 499 359 .
To accept the return, the following will be taken into account:
To deal with any incident, you must generate a return through the web and request authorization from our customer service department. Keep in mind that any notification that is incomplete or made by other means will not be considered or its date of notification will have value for the purposes of a subsequent claim in the correct means.
The product as a whole must be returned in perfect condition including the original box and packaging. No product manipulated by the customer, misuse, breakage, or no original box in perfect condition will be exchanged or paid, etc. in this case you will lose all warranty.
Both the collection of the product and its corresponding return will be managed by Imaginatuluz through our messaging service.
The conditions and instructions specified to make the return must be met, otherwise they will not be accepted.
So that there is no risk of damage during transport, it is very important that it is properly protected with the original packaging disassembled in the same way in which it was received because if it is damaged during transport, we will not be able to accept returns.
Depending on the type of return, the costs of the courier and management service will be determined from the dimensions, volume, weight, number of packages and origin of shipment. The cost will be paid by the customer in cases of withdrawal and out of warranty.
Exceptionally, depreciations (to be determined for each case) will be applied to the value of the product on those occasions in which a merchandise DOES NOT meet any of the conditions so that its right of withdrawal is accepted and Imaginatuluz decides to admit the return of the same applying the corresponding penalty.
For those budgets not accepted, returned merchandise, "rejected return" or any material of the client in the possession of Imaginatuluz, the client is obliged to pay storage costs from one month from the moment the interested party is informed that the article is at your disposal. The storage surcharge is € 5 per day + 5% of the value of the material.
We strongly recommend that once you receive your order you check its status so that if you need to process a later claim, we can carry out the management within the term. Any claim after the deadline will not be admitted, understanding that the responsibility lies with the client.
* Large packages will carry supplements to consult in each case.
* Returns of material for any reason not attributable to Imaginatuluz in whose initial order the product was purchased with the free shipping promotion, the customer will be discounted the amount corresponding to shipping, depending on of the amount of material / weight / number of packages returned.
RETURN TYPES
- Due to Breakage / Damage of the product during shipping:
In case of receiving a damaged product during transport, the customer has a period of 24 hours to claim from the receipt of the order shipment through our After-sales department and provide all the requested documentation to the customer service email @ imaginatuluz. com and that we indicate below:
1) Detailed description of what happened indicating everything that helps to clarify the facts and demonstrate the failure of the courier service to cause the breakage / damage of the product.
2) Photographs in which the defects of the material are clearly identified.
3) Photographs of the packaging where its “damages / bumps / breaks” can be clearly seen. This field is very important since if the failure of the carrier is not clearly demonstrated, the claim may not be considered.
4) Photographs of the carrier's label in which the entire product on which the claim is made can also be seen.
When you send the email with the documentation, you must refer to the assigned return number. Imaginatuluz will process the claim and inform you at all times of its status.
Keep in mind that any notification that is incomplete or made by other means will not be considered and its date of notification will not have value for the purposes of a subsequent claim in the correct means.
If any damage is seen in the packaging of your order, upon receipt it is necessary to describe the problem detected on the delivery note of the delivery person to record (in this way the procedures in the management of any subsequent claim are facilitated).
- By Failure / Error sending the order:
When NO reception of a product has been detected in the shipment, the product differs from what is requested or does not meet the characteristics demanded and that appear on the website. The client has a period of 24 hours from receipt of the same to notify the shipping failure / error through his customer account to our After-sales department (process a return) and provide all the requested documentation to the customer service email @ imaginatuluz. com and that we indicate below:
1) Detailed description of what happened indicating everything that helps clarify the facts and demonstrate the incident of the order.
2) Photographs that help identify the incident. Examples: taking photographs / screenshots to demonstrate flaws in the description of the WEB / product, for the Non-receipt of a product, taking photographs in which the order is identified with all the products received positioned as they have been received, with their fill in if there is one and in its corresponding box ... This field is very important since if the incident is not clearly demonstrated, the claim may not be considered.
When you send the email with the documentation, you must refer to the assigned return number. Imaginatuluz will process the claim and inform you at all times of its status.
Once the incident has been resolved in favor of the client, Imaginatuluz will bear the costs of collecting the wrong product and delivering the correct one or direct delivery of the material as appropriate depending on the type of claim.
- By withdrawal of the product:
Deadlines: 15 business days from receipt of the product.
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Conditions:
The return of our products is accepted as long as the product is in good condition, (the merchandise must be sent in its original packaging and with all its accessories. It must be presented in perfect condition, without being unsealed, dirty , stained, odorous, abused or damaged. Otherwise the return will be rejected).
The customer will be responsible for the return costs proportional to the dimensions and characteristics of the shipment. Once the product is received, Imaginatuluz will proceed to refund the amount of the item (not the costs and postage of the original shipment) or Voucher for the next purchase.
Returns of Products will not be accepted without the original packaging or removed from its blister (container) and that in its product file expressly indicates that it cannot be returned.
If the product was purchased with the free shipping promotion, the customer will be discounted the proportional amount corresponding to the part of the returned order provided that in such a way the order had not met the conditions to be free.
Some consumers exercise their right of withdrawal within the term but after having used the goods more than what would be necessary to determine their nature, characteristics or operation. In this case, the consumer does not lose the right of withdrawal but must be responsible for any depreciation of the goods.
Exceptionally, depreciations will be applied (to be determined for each case) on the value of the product on those occasions in which a merchandise DOES NOT meet any of the conditions so that your right of withdrawal is accepted e Imaginatuluz decide to admit the return of the same by applying the corresponding penalty.
- Product default:
If the product received presents any type of defect or deficiency, we will proceed to the change following the following process:
The client must contact Imaginatuluz , specify the collection of the product through our courier service and through their client account contact our After-sales department (process a return).
If everything is correct, the collection will be managed, the product will be received in our warehouses and its condition will be checked to determine that it is really in poor condition due to a defect in the product. In this sense, Imaginatuluz will proceed with the repair or change according to our technical criteria and will assume the costs of both outbound and return shipping, but will not assume the cost of the material used to ship the product.
On the contrary, if the product has no defects and is in perfect condition, the customer will assume the costs of return and re-delivery of the material.
IMPORTANT
Dear customer, we advise that before processing the return, make sure to carry out the relevant tests to verify that the product does not really work, since if upon receipt of the product it works correctly and the reason for the return is Due to your lack of knowledge to use the product, you will bear all the shipping costs, both outward and return.