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All products offered on the website are covered by the commercial guarantee of the supplier of the product. As indicated in the technical data sheet of each product. LED-ATOMANT has an after-sales service, while the warranty is in force, the customer can execute it by contacting the customer service, we offer different methods of contact that we detail below:
- Customer Service Contact Form.
- Customer Service: +34 981 121 227.
GENERAL RETURN CONDITIONS
In order to accept the return of a product, the following will be taken into account:
In order for us to be able to deal with any incident, you must generate a return through the website. In the following section "procedure for processing a return" you can see the instructions for this purpose. Please note that any incomplete, incorrectly formulated or other means of notification will not be considered nor will its date of notification be valid for the purposes of a subsequent claim in the correct media.
The item must be returned in perfect condition, including the original packaging. Any product that has been tampered with by the customer, broken, misused, etc. will not be credited or exchanged. In this case all warranty will be forfeited.
If the product is in good condition, but the packaging, box or plastic that is included is in poor condition, the return will not be accepted. The same will happen in the opposite case.
Both the collection of the product and its return will be managed by LED ATOMANT through our courier service.
The deadlines and conditions specified for each type of return must be met, otherwise they will not be accepted.
When your return is accepted and we proceed to manage your collection, in the section "merchandise returns", within the details of your return, you must print the returns form and include it inside your package.
So that there is no risk of damage in transport, it is important to assess the condition of the packaging of the products, as if they are damaged in transit we will not be able to accept returns.
Depending on the type of return, courier and handling costs will be paid by the customer or by LED ATOMANT. However, the return costs may vary and/or be free of charge. In the event of withdrawal, the cost of return postage shall be borne by the customer.
Exceptionally, demerits may be applied to the value of the article on those occasions when the goods DO NOT MEET any of the conditions for the right of withdrawal to be accepted and LED ATOMANT decides to accept the return of the same, applying the corresponding penalty.
For unaccepted quotations, rejected returns, returned goods or any customer material in the possession of LED ATOMANT, the customer is obliged to pay the storage costs, starting one month from the moment in which the interested party is informed that the article is at his disposal. The storage surcharge is 6€ per day + 3% of the value of the material.
We recommend that once you receive your order you check its condition so that in case you need to make a subsequent claim it can be done within the corresponding period. Any claim outside the established period will not be accepted, it being understood that the responsibility lies with the customer.
PROCEDURE FOR PROCESSING A RETURN
1. Register the incident - To do this you must identify yourself on the website and access "History and Details of my Orders". Once inside you must locate the order in which you want to open the incident and click on "Data".
Once inside the order in the list of products, select the article and the quantity to be returned. In the returned goods area you must write the reason for the return in detail so that we can analyse the claim.
Finally we click on the button request a return.
2. Verify the return - Once the return has been registered, if everything is correct, the corresponding procedure will be carried out or the order will be processed for collection of the product by our transport company. If necessary, we will contact you on the telephone number provided when registering to process the return.
This type of operation is handled on a daily basis. If you do not receive a reply within 48 hours, please contact our customer service department directly on +34 981 121 227.
You can check the status of your return at any time from the "merchandise returns" section in your account panel.
3. Preparing the collection - Once the return has been accepted, in order to manage the collection of the merchandise, in the "merchandise returns" section you will change the status of the return to "awaiting package", you will also receive an email indicating this. From there you must download the return form and insert it inside your parcel. Pack everything so that it occupies the minimum number of packages possible, ideally everything should be in the same package. The delivery person who is going to collect the goods will carry the identification labels for the transport company.
In order to avoid the risk of damage during transport, it is very important that you check the packaging of the products. If the products are damaged during transport, we will not be able to accept the return. We also recommend that you pack the products in the best possible way.
4. Management of the return - Once we receive the package in our facilities, our technical service will carry out the tests, repairs, changes or other operations necessary for the resolution of the incident in the shortest possible time.
5. Notification of completed return - Once the resolution of the return (changes, repairs, etc.) has been completed, the customer will be notified of the status via email.
The shipment of the products associated with the return will be made by the same method of delivery, except for exceptions where a joint shipment can be coordinated with another customer order.
Remember that you can contact the customer service department via the contact form, by email at atencionalcliente@led-atomant.com or by telephone on +34 981 121 227.
TYPES OF RETURNS
Failure or error in the shipment of the order:
- Order not received
- Incomplete order
- The product does not meet the requested characteristics listed on the website
- The order differs from what has been requested
The customer has a period of 24 hours from receipt of the order to notify the error/delivery error through their customer account to our customer service department via the contact form or email atencionalcliente@led-atomant.com and attach all the documentation requested below:
1. Detailed description of the problem, indicating everything that will help us to clarify the facts and demonstrate the incidence of the order.
2. Photographs that help to identify the problem. Examples: For faults in the description of the web/product, attach screenshots, for non-receipt of an article, take photographs identifying the order with the products you have received positioned as they were received, with their protections and plastics. This is very important, because if the incident is not clearly demonstrated, the claim may be rejected.
3. Photographs of the carrier's label on which the product being complained about can also be seen.
Once the incident has been resolved in favour of the customer, LED ATOMANT will bear the cost of both the collection of the wrong product and the delivery of the correct shipment, as appropriate.
For withdrawal of the product:
The period for withdrawal of the product will be 15 working days from receipt of the product.
Conditions:
The return of our products will be accepted as long as the product is in perfect condition (in its original packaging and with all its accessories). Otherwise the return will be refused.
The customer will be responsible for the return costs. Once the product has been received, LED ATOMANT will proceed to refund the amount of the article or, if desired, a voucher for the next purchase.
Returns will not be accepted without the original packaging or removed from its packaging or which are expressly indicated as non-returnable.
Some consumers exercise their right of withdrawal within the deadline but after having used the goods more than would be necessary to determine their characteristics, nature or functioning. In this case the consumer does not lose the right of withdrawal but must be responsible for any depreciation in the goods.
Exceptionally, demerits (to be assessed on a case-by-case basis) may be applied to the value of the product on occasions when it does NOT meet any of the conditions for the right of withdrawal to be accepted and LED ATOMANT decides to accept the return, applying the corresponding penalty.
For product defect/breakage during shipment:
In case of receiving any product damaged during transport, the customer will have a period of 48 hours from receipt of shipment to claim through your customer account to our customer service department from the contact form or email atencionalcliente@led-atomant.com and attach all the documentation requested below:
1. Detailed description of the problem, indicating everything that helps us to clarify the facts and demonstrate the failure of the courier service to cause the damage/breakage of the product.
2. Photographs clearly identifying the damage to the material.
3. Photographs of the packaging clearly showing any knocks, breakage or damage. This is very important because if the fault of the carrier is not clearly demonstrated, the claim may be rejected.
4. Photographs of the carrier's label on which you can also see the product that is the subject of the claim.
It is recommended that if you notice any damage to the packaging of your order, when you receive it, you put a note on the delivery note of the carrier to record it (this will facilitate the handling of any subsequent claim).
Product defect:
If upon receipt of the product detects any type of defect or deficiency will proceed to change following the following guidelines:
The customer must contact LED ATOMANT to arrange the collection of the product through our transport service. You can contact our customer service department using the contact form or by e-mail atencionalcliente@led-atomant.com.
If everything is correct, the collection will be managed, the product will be received in our warehouses and then its condition will be checked to determine that it is really in poor condition due to a defect in the product. In these cases, LED ATOMANT will proceed to the exchange/repair and will assume the shipping costs both there and back.
In the event that the product is in perfect condition, the customer will bear the cost of return and reshipment of the material. Whenever possible and in order to avoid unnecessary costs for the customer, the goods can be returned with the customer's next order.
Important
We advise that before processing a return, be sure to perform the relevant tests to confirm that the product does not really work, if upon receipt of the product this has a correct operation and the reason for the return is due to lack of knowledge to use the product, the customer will assume the shipping costs, both outbound and return.