
Warranty and return
Customer satisfaction is our priority.
We are happy to help you order the right products in one go and prevent unnecessary returns, out of care for the environment and for your convenience. If you still want to return something or use the warranty, we will make this process as simple and clear as possible. On this page you will find all information about cooling -off time, returns and warranty. That way you know exactly where you stand.
Full warranty after purchase
Subjugate
Warranty
We offer a 5 -year complete warranty
We believe in the quality of our products and in a fair, transparent service. That is why we offer standard 5 year full warranty On all our products. In this way you are assured of long -term ease of use, support for technical problems and reliable service, also after the purchase.
What exactly does your warranty entail?
We give a 5 -year full warranty on all products. This means that in the event of a defect within this period you are entitled to recovery, replacement or an appropriate solution, without hidden costs or hassle.
So you don't have to worry about short factory guarantees or unclear conditions. We take our responsibility so that you can use your purchase carefree.
How does a warranty claim work?
In the event of a defect, first contact us. Our technical department assesses the situation. If the defect falls under the warranty, you will receive instructions from us and a return label (if necessary).
Within 5 working days of receiving the product you will either have a repaired copy back or a new product at home.
How do I report a defective product?
You can easily contact us via:
- Whats app
- Live chat on our website
- Telephone contact
Always state your order number, description of the problem and if possible photos or a short video. This way we can assess the problem quickly and correctly.
Do I have to return the defective product immediately?
No. Always contact our customer service first. Because it is about electric products, it regularly appears to be no defective, but for example:
- Wrongly connected wiring
- Use of a non-dimmable lamp on a dimmer
- Incorrect combination of products
We therefore always try to determine the problem remotely first. In many cases the product does not have to be returned.
What if my product is defective upon receipt?
Check your order immediately after delivery. Report any transport damage or manufacturing errors within 48 hours.
We will send you a replacement product free of charge and you will receive a return label to easily return the defective item via a PostNL point. The costs are fully at our expense.
What is under warranty and what is not?
Covered by warranty:
- Material and production errors
- Electronic defects in normal use
- Distortion or failure of components within the technical specifications
Not covered:
- Damage due to incorrect assembly or connection
- Damage due to own hands (scratches, cracked glass, break)
- Wrong application of consumers (eg non-dimmable lamp on dimmer)
- Water or surge damage
Do you doubt whether something falls under the warranty? We think along with you and view every situation honestly and solution -oriented.
What if the defect occurs after 5 years?
Also outside the warranty period we will not abandon you. Our customer service is ready to advise you on:
- Possible solutions
- Repair options
- Any replacement products
In consultation we can make a free quote for recovery or replacement.
What if the product needs to be repaired?
Our own technical service carries out repairs quickly and professionally.
- Inside warranty: free repair or replacement
- Out of warranty: free quote in advance
Does the repair take longer than 5 working days? Then you will receive a new product from us so that your project does not have to stand still.
How long does the processing of a warranty claim last?
Within warranty we strive to get the entire process of notification to ship 5 working days to finish. During this process you will remain informed of the status of your application by e-mail.
Why can I rely on your warranty?
Livolo Nederland has been active on the Dutch market since 2014. We only work with high -quality products and provide extensive service, before, during and after the purchase.
Our warranty is clear, professional and always to the benefit of the customer. You do not get small print or complicated processes, but clear agreements and reliable service.
Return
Subjugate
Reflection
Introduction
By the reflection The point is that you as a customer have sufficient opportunity to assess your order at home. We understand that it can be difficult to assess a product without holding it. That is why you get with us 28 days To decide whether you want to keep the product.
If you decide to return the product, it is important that it is in its original condition and packaging, so that we can process it and make any reimbursement. Products that are damaged or whose original packaging is unfortunately cannot be returned.
If you have questions about the cooling -off period or doubts whether a product is eligible for return, you can always contact us for further explanation.
What is the reflection time for my order?
You have the time to decide the product 14 days after receiving your order without giving a reason. This means that you have the right to register your order for return within this period.
How long does the total cooling -off period last?
The total cooling -off period is 28 days. After the initial 14 days in which you have to register the return shipment, you have another 14 days to actually return the product. This way you have enough time to view and assess the articles at home.
Can I also return my product after the cooling -off period?
Unfortunately, after the passage of the 14 days before registering your return, the possibility to return the product will lapse unless the product is defective or damaged upon receipt. In that case you can rely on the warranty.
Should the product be in its original state for return?
Yes, to use your reflection time, the product must be complete and in its original condition. This means that the product must be in the original packaging (as far as possible) and not show visible damage. The product may not have been used in a way that goes beyond what is necessary to assess the nature, characteristics and operation.
Are there exceptions for products that cannot be returned?
Yes, some products cannot be returned, such as articles that are damaged, products that are not complete, or products that are mounted or installed (unless there is a product error). We request that you carefully check whether the product is complete and undamaged before you decide to return it.
Return
Introduction
We want you to be satisfied with your purchase. However, it is possible that a product is not entirely satisfactory. That is why we offer a clear and honest return process.
Do you prefer something else? No problem.
You can register your order within 14 days for return, and then take 14 days to return the package.
Sustainability is paramount
For sustainability considerations, we would like to limit unnecessary returns. We do everything we can to display product information as clearly as possible from specifications to photos. Do you have suggestions or do you miss information with a product? Let us know. This way we help each other and the environment.
Within what period can I return my product?
You can register your return up to 14 days after receipt. After that you have 14 days to return the product. In total you therefore have 28 days of cooling -off time and return time.
Are the return costs for my account?
Yes, unless the product is defective or falls under warranty. In that case we take care of the return costs. The original shipping costs are fully repaid if you return the entire order.
Can I return any product?
You can return almost any product, if:
- The product is complete and undamaged.
- The original packaging (as far as possible) is present.
- There is no damage due to use, assembly or installation.
- The return request was made within 14 days of receipt.
How do I know my return arrived well?
You will receive a confirmation from us as soon as we have received your return in good order. We always advise you to save your shipping and Track & Trace until we have confirmed your return.
What happens if the return product arrives in you?
We check each return carefully. If an item is damaged by insufficient packaging or incorrect use, this will be reported. You will receive proof of this in the form of a photo and explanation. In that case we unfortunately cannot offer a full compensation.
Can I hand over my return personally?
Yes, it is possible to personally hand over your return shipment to our warehouse. Feel free to state this immediately with the application.
Our return address is:
Livolo Nederland BV
Att. Return
Schrank 7
3371KJ Hardinxveld-Giessendam
Why don't you offer a return label?
Because as a customer you are free to choose the carrier who is most comfortable for you. We want to keep the costs honest, and at the same time stimulate sustainability through conscious choices in returns. Choose a shipping option with Track & Trace and/or insurance, especially with valuable products.
Finally: a tip from us
Not sure if a product is suitable, or do you have doubts? Feel free to contact our customer service in advance. We are happy to think along with you Sometimes we can prevent a return with good advice or extra information. That saves you time and the environment unnecessary tax.
Return process
How exactly does the return work?
Returning with us is simple and clear. Follow the step -by -step plan below to make your return run smoothly, from registering your return to the reimbursement. This way you know exactly what you can do and what you can expect from us.
Step 1. Log in to your account
Go to our webshop and log in with your e-mail address. You will receive a one-time login code by e-mail with which you can easily access your account
Step 2. Go to your order overview
In your account you will see an overview of your orders. Choose the order from which you want to return (one or more) products.
Step 3. Request the return shipment
Click on the option "Request a return". Select the items you want to return, Enter the number and choose the reason for return.
Step 4. Wait for approval of the return
After your application you will receive a confirmation of your request by e-mail. You will then receive a message whether your return has been approved or rejected.
Step 5. Prepare your return shipment
If your return has been approved:
- Download and fill it return form Completely in.
- Pack the item carefully, preferably in the original packaging.
- Make sure the item is properly stuck in the box and cannot move during transport.
- Add the return form in the box.
- If you use multiple boxes: state the return address and order number on each box.
Step 6. Choose your shipping method
You are free to choose a carrier yourself. We do not offer a return label.
- Return costs are for your own account, unless the product falls under warranty.
- NB: You are responsible for the shipment until it has been received by us. We recommend the package with Track & Trace or even insured/registered to send, especially with higher values.
Our return address is:
Livolo Nederland BV
Schrank 7
3371KJ Hardinxveld-Giessendam
Step 7. Deliver the return shipment
You can hand in the package to a carrier of your choice or, if desired, deliver it personally to our warehouse.
Our return address is:
Livolo Nederland BV
Schrank 7
3371KJ Hardinxveld-Giessendam
Step 8. Save your shipping certificate
Always store the proof of shipment or the confirmation of shipment by e-mail. This allows us to trace the return shipment if something goes wrong during transport.
Step 9. Return assessment
After receipt, we check the product for completeness and any damage.
- If the product is damaged by incorrect packaging or use, the return can be rejected. In that case you will receive a photo and explanation of this.
- Unfortunately, we cannot process returns without completed return form or without identifiable data.
Step 10. Refund
When your return shipment is approved:
- We process the return inside 5 working days.
- We refund the purchase amount to the account number with which the original order has been placed.
- If you return the full order, you will also be reimbursed for the original shipping costs of your order.
Return
Order well in one go - We help you personally
We do everything we can to ensure that you order the right products in one go. Not only because it saves time and effort, but also because it contributes to our joint desire to limit returns and therefore unnecessary transport as much as possible.
Our customer service is ready for you help personally select the right products. From technical specifications to color advice or switching schedules, we guide you step by step.
Why do you prefer to prevent returns?
Every return shipment costs energy, packaging material and transport. This is not only taxing for the environment, but also for your time and wallet. By better advising in advance, we ensure a smooth and sustainable purchasing process together.
How can you help me to order the right products immediately?
Our customer service is ready for you via telephone, e-mail, whatsapp and live chat. We are happy to think along with you and help with all your questions such as:
- Select the right products
- Combination options
- Make the right color choice
- Installation instructions
- Installation help remotely
You can also easily send photos or a sketch of your situation so that we can advise on a targeted manner.
What do I have to deliver to be helped well?
To ensure that this process runs smoothly, it is important to first make a clear overview of what you need. This overview is not only useful for yourself, but also for us and the electricians who will perform the installation. It ensures that everyone knows exactly what is needed and where which products should be.
Example overview:
- Room: Living room
- Color Cover: Black
- Number of built -in boxes: 3
Content of installation box 1: Switch on/off
Content of installation box 2: Switch Dimmer-Smart Home
Content of installation box 3: Socket
Add photos of the wall, existing installation or switch material. That makes it even easier for us to help you well.
Can I also get an answer quickly if I am installing now?
Of course. By WhatsApp or the Live Chat You often receive a direct response on our website. Do you have an urgent question or do you have doubts during installation? Send a photo or ask your question: we actively think along so that you do not order unnecessary products or make mistakes.
Can you also work out my building plan?
Of course. If you have a building plan or installation plan, we can fully work it out for you. We incorporate it:
- The required products, per room and wall
- Which switch that lamp operated
- Which cover frame and functions are needed
This ensures that you don't forget anything and know exactly what to order.
When are you available for help and advice
We are available as standard during office hours, but we understand that you may be busy with your project outside working hours. That is why we can in consultation are also available in the evening or at the weekend. Please contact us in advance and we will ensure that a colleague is ready for you at the agreed time.
Our tips to prevent returns
- Always contact us when in doubt
- If possible, deliver a building plan
- Make an overview of the spaces, functions and colors
- Send clear photos of the situation
- Discuss a contact moment in advance if you want help in the evening or at the weekend
- Let us prepare your order with you
Exchange
Can I exchange a product for another variant?
We do not currently offer direct exchange service. Instead, you can easily return the product. As soon as we have received and processed the return shipment, you will receive the purchase amount back on the account number with which you have paid. You can then order the desired product again via our webshop.
Why don't you offer exchange service?
By working with return and re -ordering, we keep the process clear, quickly and efficiently. This way we can assess each return individually, handle it correctly and ensure that you always receive a new and approved shipment. This prevents errors, double shipments and ambiguities in payments.
I want to receive the right product quickly, do I have to wait for the reimbursement?
No, you don't have to. If you do not want to wait until we have processed your return shipment, you can order the desired product directly on our website. You then temporarily accelerate the amount. Once your return has been received and approved, you will receive the original amount back to your account.
How do I know for sure that I will get my money back if I order again?
As soon as we have received your return, we check the items. Within the maximum 5 working days After receipt, the amount will be automatically refunded to the account with which the original order was paid. You will also receive a credit memorandum by e-mail as a confirmation of the refund.
Can I already reserve the new item?
That is not necessary. All products on our website are in stock with us. So you don't have to worry about availability. As soon as you place a new order, it will be processed and sent immediately. This way you are always helped quickly, without waiting times or reservation requests.
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