Returns and Complaints
Complaints
The Buyer has the right to file a complaint regarding delivered goods exclusively in cases of material defects, delivery errors, or transport damage, in accordance with applicable commercial laws.
- Complaints must be submitted in writing, preferably by email to info@spiral-lighting.com, within 8 days from receipt of goods.
- If the Buyer does not receive the ordered and paid products within the agreed delivery time, they must notify the Seller using the published contact details. The Seller will investigate the issue and provide a resolution.
- If a complaint is justified, the Seller will, at its discretion, replace the goods, repair the defect, issue a credit note, or refund the payment. Any replacement or refund will be processed only after the returned goods have been received and inspected.
Product Returns
Returns are only accepted with prior written approval from the Seller. Products must be returned in their original packaging, unused, and accompanied by complete documentation.
The direct cost of returning goods is borne by the Buyer, except in cases where the Seller delivered the wrong product or the goods were visibly damaged upon delivery.
Visual deviations in color, shape, or appearance compared to images on the website/catalogue do not constitute valid grounds for complaint.
Liability for Material Defects
The Seller shall not be liable for minor deviations in quality, color, dimensions, or design that are considered acceptable within industry standards. Liability is strictly limited to defects that materially reduce the usability or value of the product.
If a material defect is confirmed, the Seller may, at its discretion:
- eliminate the defect,
- deliver a replacement product,
- grant a price reduction, or
- terminate the contract with refund of the purchase price.
When filing a complaint, the Buyer must provide a detailed description of the defect, photographic documentation, the invoice number, and proof of proper storage/handling. Damage caused by improper installation, use, or external influence (including transport arranged by the Buyer) is not covered by warranty or complaint rights.
All costs of returning goods are borne by the Buyer unless otherwise agreed in writing. Returned products must not be used.
