Returns
In compliance with the Law on Retail Trade (Law 7/1996) referring to distance selling it provides that the customer has the right to return products purchased within 14 days from the date of reception, without require any justification.
Igan iluminacion extends this period up to 30 calendar days from the date of receipt of the product/s.
The direct cost of returning and the choice of the transit agency are borne by the customer. Igan Iluminacion will pay the amount of the product but the shipping costs will not be refunded.
If the payment has been made with PayPal, and we issue a total or partial refund, a commission of 2.90% of the amount + €0.35 will be charged, a fee beyond our control that PayPal charges directly for returns.
Return conditions
- The return of material that is not in perfect condition, that has been used, assembled or has obvious damage, both in the outer packaging and in the product itself, will not be accepted.
- The items must be returned in perfect condition, with the packaging protected to avoid possible breakage and with all manuals, cables, packaging, etc. In the event that the product is not returned in its original packaging, is missing accessories, is damaged or is obviously in use, we reserve the right to make a depreciation on the returned amount or, where appropriate, the denial of the return and its return to the customer.
- The products may present small modifications with respect to the images on the website, improvements in design, features or slight differences in dimensions. These modifications are made by the manufacturers to always guarantee the best possible product and are not reasons to return the order free of charge.
- If at the time of delivery of an order any product has defects in operation or finish, this is not a reason to request a free return. We will proceed to immediately replace it with a new one, assuming all shipping and collection costs.
- Do not label or write on the outside of the packaging, as this may cause depreciation of the product.
- In the case of returning the product without protective packaging, leaving the original box of the product damaged, a depreciation of 20% of the amount of the product will be applied.
- The product will include the original box and all supplied accessories.
Exclusive return conditions for certain products
- In custom-made products, where the product is personalized (product customization field) or artisanal manufacturing is indicated. No refunds.
- Returns of products with the following text are not accepted: PERSONALIZED PRODUCT, RETURNS ARE NOT ALLOWED. Or in which some of its parts have been personalized in color, size or other elements. All returns must be delivered by a transport agency.
Exclusive return conditions for certain brands
ARKOSLIGHT/PHILIPS HUE/MASSMI/MARINISA/VISTOSI/OLE/ILUSORIA/ICONO/ROBIN
The products of these brands are manufactured in a personalized way for each order, for this reason the delivery time can range between 10 and 20 working days from when the order is formalized with the factory. Cancellations of orders or returns from this brand always carry depreciation from 20% (the percentage of depreciation depends on the brand once they review the items).
Returns will not be accepted for certain products from these brands.
NOTE: For orders placed B2B (business to business) in which a particular offer has been made for a project, product or order volume, returns are not allowed.
How to request a refund
To request a return should come into their own:
- Access my account.
- "History and details orders" in your account.
- Select the product/s being returned by checking the box.
- (optional) Add an explanation, so our team can understand why you want to return the product.
Once the form is completed, you must click on the "Send request for return" button. After receiving the request we will contact you to confirm the process and we'll send the goods to our address by the transport agency desired.
How to make a return
Once your return request has been accepted, you will receive an email with instructions on how to prepare the package and the address to which it must be sent.
You can send the merchandise by the transport agency you want (freight paid by the customer).
To speed up the process of your return, it is recommended:
Insert a copy of the return request form (RMA) or a paper note indicating the generated RMA number inside the packaging.
Do not label or write on the outside of the packaging, as this may be a reason for depreciating the product.
When will I receive my refund?
You will receive the refund of the order within 5-7 working days after we have received the product/s and confirmed that everything is under the conditions set.
Reimbursement will be made with the same payment method I use to pay the order.
Claims breakage by transport
Claims due to the poor condition of the goods by breakage in shipping or delivery error should be communicated in within 24/48 hours of receipt by sending an email to ventas@igan-iluminacion.com.
In this case the shipping will be paid by Igan iluminacion and proceed to his immediate replacement by another equally without any charge to the customer.
ATTENTION! After these 24/48 natural hours after receiving your package, we understand that everything arrived in perfect condition and that the breakage or damage occurred for reasons beyond Igan lighting and the transport company.
What to do if I receive a manipulated or broken order?
Cancel orders already placed
In the event that you wish to cancel an order already placed, you have 24 hours to cancel it and you must request it by email to ventas@igan-iluminacion.com indicating the reference of the order you wish to cancel.
If the request is not received within that period and you wish to cancel the order once 24 hours have passed. We will proceed to make the refund of the order within 48/72 business hours, applying a charge of 10% of the value of the order for bank management expenses and procedures with the manufacturer.
For orders of an amount greater than 600€ or containing manufacturing or personalized products on order, no cancellations or refunds are allowed, a voucher will be issued for the amount of the order or product to be canceled.
*LED bulbs are associated with an independent code that verifies that the product is sent by Igan lighting.