Service & complaints

If a delivery is ever not as it should be, we take care of it quickly and without fuss. Every complaint at ROLUX follows a fixed procedure – with one personal contact from your report to the solution.

Five steps to a solution

Inspect the goods
Please inspect every delivery on receipt. Have visible transport damage noted on the delivery note or consignment note and countersigned by the driver.
Report within 5 working days
Please report obvious defects, short or wrong deliveries in text form within 5 working days of receipt – via the complaint form or by e-mail to verkauf@rolux-leuchten.com. Hidden defects should be reported immediately after discovery.
Confirmation & review
You will receive an acknowledgement of receipt. We review the case – together with the manufacturer if necessary – and get back to you with the next steps.
Returns only after approval
Please only return goods after our approval. You will then receive all details for the return; returns that have not been agreed delay processing.
Solution
For justified defects we first provide subsequent performance – replacement or repair. If this is not possible, you will receive a credit note.

This information speeds things up

Invoice or delivery note number
Item number and quantity affected
Short description of the fault (when, how, under which operating conditions)
Photos of the defect, the type plate and, if relevant, the packaging
Contact person and phone number for queries

Returning non-defective goods

As a B2B shop, there is no statutory right of withdrawal. Non-defective goods can only be taken back with prior consent and in their original packaging, in as-new condition. Custom-made products are excluded from returns.

Warranty

Statutory warranty rights and our terms and conditions apply. For merchants, the duty to inspect and give notice of defects under Section 377 of the German Commercial Code (HGB) applies.