Returns and Warranties
Returns Policy
Please note that this Lumatek returns policy only applies to clients who make direct purchases with us.
For any returns/warranty claim for a unit not purchased directly with us, please contact the store/retailer where the product was purchased.
Lumatek Warranty is market-leading; our products are known for the quality and the reliability they offer our customers.
Any failed product under valid warranty will be either; properly fixed, replaced by a new unit or credited for the purchase cost at the time of sale.
The Warranty period starts from the purchase date. If this information is not available, then the manufactured date will be used instead, as confirmed by Lumatek.
Please save a copy of the purchase invoice/receipt as since this is required to initiate all warranty services.
We will not accept any returns without previous approval from our Returns & Warranty team. Unauthorised returns will not be accepted and will be sent back to origin.
For authorisation, please proceed with the submission of our online RMA form available at our website – https://lumatek-lighting.com/resources When returning goods for testing please ensure the goods are well packed/strapped and clearly marked to avoid further damages to the products during transportation and to allow for clear processing on receipt of the shipment.
Lumatek Warranty
Lumatek warrants the mechanical and electronic components of their product to be free of defects in material and workmanship if used under normal operating conditions as described in the instruction manual provided by Lumatek, during the duration of the listed warranty period.
If the product shows any defects within this period and the defect is NOT due to user error or improper use, Lumatek shall, agreed with the customer, either replace or repair the product using suitable new or reconditioned products or parts or credit for the purchase cost, in full or partially.
Warranty warning – Swiss Confederation
Lumatek products sold in the territory of the Swiss Confederation are manufactured with a separate serial number series and labelled as exclusively for sale in the Swiss Confederation market, and available only for licenced Swiss distributors.
If you are an end costumer resident or domiciled in the Swiss Confederation, the Lumatek Warranty is only valid for products marked with the serial number series used exclusively in this market.
Product Warranty times;
• Ballasts – 5 Years
• Lamps – 1 Year
• Reflectors Tekken – 3 Years (both SE and DE versions)
• Other Reflectors – 1 Year
• HID Accessories – 1 Year
• LED: ATS Range – 3 Years
• LED: ZEUS Range – 5 Years
• LED: 100W Individual Bar – 5 Years
• LED: VF Range – 3 Years
• LED: Greenhouse Range – 3 Years
• LED: Accessories – 1 Year
• Control Panel – 3 Years (all versions)
Contact information:
returns@lumatek-lighting.com
Shipping addresses for Warranty Products:
EUROPEAN WAREHOUSE (NOT UK and Ireland)
EU WAREHOUSE LDA
Rua João Reis Lote 15, Unit 2. Zona Industrial
2500-757 CALDAS DA RAINHA – PORTUGAL
Tel: +351 262 832 099
UK WAREHOUSE (UK and Ireland only)
Lumatek Ltd, Unit 6B KPC Business Centre.
Canterbury Rd, Ashford. Kent. TN240BP. United Kingdom
Tel: 0044 1233 666475
How to sumbit?
- Submit the RMA form to our official Lumatek website with all available information and documents (receipt, invoice, pictures, video) our team will answer back as soon as possible.
- After receipt and validation of the case, we will inform the client accordingly, confirming the warranty dates of the submitted products.
- Lumatek will request a photo of the serial number and may request the client to perform some Standard Test Procedures, take photos or a short video on the claimed faulty products before proceeding further.
- Our team then receives the test results and proceeds using one of 3 solutions, agreed with the customer:
– Credit Note
– Replacement of the full unit
– Replacement of the piece/part of the product (Quick fix) - We will only proceed with the collection of the faulty units at the client address, if and when necessary.
- Lumatek will perform a second test (if needed) of the units at Lumatek warehouse and inform the client of the results:
- If our test confirms the malfunction, the returns case is closed/solved
- If our test has different results from the previous, we will inform the client accordingly and the replacement costs/credit note value will be adjusted in a future purchase.
