Complaint registration

Here you can easily use the form to Report a complaint or repair.

Even with us it can happen that an article is defective. The statutory warranty period of 2 years applies to all our lights. If you want to complain about a lamp due to a defect, please proceed as follows:

  • Step 1: Please contact us using our contact form below and describe the problem to us.
  • Step 2: After successfully completing the form, you will receive a complaint report with the data you have entered by email as a PDF. We will then check this and tell you how to proceed.
  • Step 3: In many cases, you can easily fix the defect yourself. In this case we will send you a suitable spare part including instructions as soon as possible.
  • Step 4: If special tools are required for the repair, our specialists will take care of the repair. You will receive a return label from us free of charge.
  • Step 5: Pack the goods securely for transport and enclose the complaint protocol with the package. Attach the return label to the box and hand the package in to a nearby GLS shop.
  • Step 6: We take care of your lamp. After a successful repair, you will get your lamp back.

Note: Please do not forget to attach the RMA protocol, otherwise the complaint cannot be assigned.

In the event of a defective lamp outside of the guarantee, we proceed as follows:

  • Step 1: Please contact us using our contact form below and describe the problem to us.
  • Step 2: After successfully completing the form, you will receive a complaint report with the data you have entered by email as a PDF. We will then check this and tell you how to proceed.
  • Step 3: In many cases, you can easily fix the defect yourself. In this case, we can offer you a replacement part including instructions for little money.
  • Step 4: If special tools are required for the repair, our specialists will take care of the repair. You will receive a return label from us for a surcharge. Please understand that in the event of a shipment of goods, you will bear the direct costs of returning the goods yourself.
  • Step 5: vPack the goods securely for transport and enclose the complaint protocol with the package. Attach the return label to the box and hand the package in to a nearby GLS shop.
  • Step 6: After receipt of the package, the light will be checked by us and you will receive a cost estimate for the repair of your light.
  • Step 7: After you have approved the repair, we will do everything we can to repair your lamp and send it back to you as quickly as possible.
  • Step 8: After you have received the repaired lamp, we will send you an invoice, which you must pay by the deadline.

Note: Please do not forget to attach the RMA protocol, otherwise the complaint cannot be assigned.

Generally yes! However, this must be clarified depending on the existence. As soon as we have the complaint protocol from you, we can assess whether you can repair the lamp yourself or not. Please fill out the form below.

Note

Of course, the statutory warranty period of 2 years applies to all items. If you wish to claim an item due to a defect, please contact us using the contact form below. All returns must be prepaid (you pay for postage unless it's a warranty case). We reserve the right to refuse acceptance of goods sent freight collect. Please send the goods back to us in the original packaging if possible.

complaint form

Please fill out the form below carefully. You will then receive the complaint form as a PDF to the e-mail address you provided. Please enclose this with the return.


How can we help you?

Here you will find answers to frequently asked questions and information on support topics.