Returns and faulty products

Voluntary return: register within 14 days

You can register the return of an unused product within 14 days of receipt. To do so, write to info@ignislumina.ch and state your order number and the product. For a bioethanol fireplace, unused means in particular that the burner has not been filled or lit; for candles, that they have not been lit.

Products made to your individual specifications, for example furniture in custom dimensions or colours, are excluded from voluntary return.

Returning the goods

After you register, we will give you the return address and shipping instructions. Please do not send the goods to the supplier or any other address without this information. You bear the transport costs of the voluntary return. Pack the product securely, if possible in its original packaging, and include the accessories supplied. For large pieces of furniture we will gladly arrange the collection with you.

Refund

After receiving and checking the returned goods, we refund the purchase price of the returned, unused product via the original payment method. For a voluntary return, we deduct from the refund the costs we actually incurred for delivering the goods to you (shipping or freight forwarding and import clearance); on request we will tell you the amount before you send the goods back. No deduction is made for defects, transport damage or incorrect deliveries. Processing takes place without undue delay. A voluntary return incurs no additional handling fee.

Defects and transport damage

All products are covered by the statutory warranty of 2 years from delivery. If a product is defective, arrives damaged or does not match your order, please contact us as soon as possible with a description and, if possible, photos. The voluntary return period and the condition «unused» do not limit your warranty claims. The costs of a voluntary return are not passed on as a flat rate to the handling of a justified complaint. We will agree the next steps and any necessary return with you.

For handmade furniture in solid wood and epoxy resin, slight differences in grain, colour gradient and dimensions compared with the images are typical of the material and not a defect.

Your statutory warranty rights and other mandatory rights remain unaffected.

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