Widerrufsrecht
Returns, Claims & Refund Policy
At Nexoluxe Lighting, we are committed to providing reliable products and professional after-sales support to our business customers. As our products are primarily supplied to importers, wholesalers, distributors, retailers, and OEM/ODM partners, our return and refund policy differs from standard consumer retail policies.
Please review the following terms carefully before placing an order.
1. Scope of This Policy
This policy applies to B2B orders placed with Nexoluxe Lighting, including sample orders, wholesale orders, bulk purchases, private-label orders, and OEM/ODM projects.
Our products and services are primarily intended for business customers purchasing for resale, distribution, commercial use, or product evaluation.
2. General Return Policy
Due to the nature of B2B manufacturing and wholesale transactions, we do not generally accept returns or refunds for change of mind, slow sales, market changes, overstock, incorrect forecasting, or other reasons unrelated to product quality or order fulfillment.
Once an order has been confirmed and production or shipment has begun, cancellations, returns, or refunds are subject to our written approval.
If there is a verified quality issue, incorrect shipment, shortage, or material discrepancy from the confirmed order specifications, we will work with you to provide an appropriate solution.
3. Sample Orders
Samples are provided to allow customers to evaluate product appearance, functionality, quality, and suitability before placing a bulk order.
Sample costs and shipping charges are generally non-refundable unless otherwise agreed in writing before the order is placed.
If a sample has a verified manufacturing defect or other quality issue attributable to Nexoluxe Lighting, please contact us with photos or videos of the issue. Depending on the circumstances, we may provide a replacement, spare parts, technical support, or another mutually agreed solution.
4. Inspection and Quality Claims
Customers are responsible for inspecting shipments promptly upon receipt.
Claims relating to visible damage, incorrect products, quantity shortages, incorrect specifications, or other issues that can reasonably be identified upon delivery should be reported to us within 7 days of receiving the goods.
For functional or latent quality issues that cannot reasonably be identified during the initial inspection period, the applicable warranty terms agreed for the specific product or order will apply.
To help us evaluate a claim efficiently, please provide:
- Order number or Proforma Invoice (PI) number
- Product model or SKU
- Quantity affected
- A clear description of the issue
- Photos and/or videos showing the problem
- Photos of the outer carton and packaging where shipping damage is involved
Claims will be reviewed based on the information and evidence provided.
5. Resolution of Verified Quality Issues
If an issue is confirmed to be attributable to Nexoluxe Lighting, we will work with the customer to determine an appropriate solution based on the nature and extent of the issue.
Possible solutions may include:
- Replacement products
- Replacement parts or components
- Technical support or repair solutions
- Credit toward a future order
- Partial refund
- Full refund where appropriate
The specific resolution will be determined on a case-by-case basis and confirmed in writing between both parties.
6. Shipping Damage
Customers should inspect the outer packaging and products as soon as possible after delivery.
If a shipment arrives with visible damage, please take clear photos or videos of the cartons, shipping labels, internal packaging, and affected products and contact us promptly.
Where transportation is arranged by Nexoluxe Lighting, we will assist with the investigation and, where applicable, claims with the carrier.
Where transportation is arranged by the customer or the customer's nominated freight forwarder, responsibility for loss or damage during transportation will be determined according to the agreed shipping terms and applicable Incoterms.
7. OEM, ODM and Customized Products
Customized products are generally non-returnable and non-refundable once production has been approved and commenced.
This includes, but is not limited to:
- Custom logos
- Custom packaging
- Custom colors
- Custom projection films or patterns
- Customized product specifications or functions
- Private-label products
- Other products manufactured according to customer-specific requirements
However, if customized products materially differ from the final specifications, samples, artwork, or other requirements confirmed in writing by both parties, the customer may submit a quality claim for review.
8. Customer Approval and Order Specifications
For customized or bulk orders, customers are responsible for carefully reviewing and approving all relevant specifications before production.
These may include product specifications, colors, logos, packaging artwork, labels, manuals, projection patterns, plug types, voltage requirements, and other customized details.
Once these details have been approved by the customer, products manufactured in accordance with the approved specifications cannot normally be returned or refunded because of subsequent changes in customer requirements.
9. Certifications and Local Regulatory Requirements
Nexoluxe Lighting can provide available product certification, testing, and compliance information upon request.
Customers are responsible for confirming before placing an order that the products, certifications, labeling, packaging, electrical specifications, and other requirements are suitable for importation and sale in their intended country or market.
If specific certifications, testing standards, labeling requirements, or regulatory documentation are required, these requirements must be communicated to us before the order is confirmed.
Nexoluxe Lighting cannot generally accept returns or refunds based solely on regulatory or certification requirements that were not communicated and agreed upon before production or shipment.
10. Warranty
Warranty terms may vary depending on the product, order quantity, customization requirements, and commercial agreement.
Applicable warranty terms, where relevant, will be specified in the quotation, Proforma Invoice, purchase agreement, or other written confirmation between Nexoluxe Lighting and the customer.
Warranty claims are subject to reasonable verification of the reported issue.
11. Return Authorization
Products must not be returned without prior written authorization from Nexoluxe Lighting.
To request a return or submit a claim, please contact:
If a return is approved, we will provide instructions regarding the return procedure and return address.
Unauthorized returns will not be accepted.
Please do not send products back to our factory, office, or any other address without receiving written return instructions from us.
12. Return Shipping Costs
If a return is required due to a verified product defect, incorrect shipment, or other issue attributable to Nexoluxe Lighting, responsibility for reasonable return or replacement shipping costs will be determined as part of the agreed resolution.
Returns for reasons unrelated to product quality are generally not accepted.
If Nexoluxe Lighting exceptionally agrees in writing to such a return, the customer may be responsible for return shipping costs, customs duties, taxes, handling charges, and other related expenses.
13. Refunds
Where a refund is agreed and approved, Nexoluxe Lighting will normally process the refund within 10 business days using a mutually agreed payment method.
The time required for the funds to appear in the customer's account may vary depending on the bank, payment provider, or payment method.
Refund arrangements for B2B orders may also be subject to the terms specified in the relevant quotation, Proforma Invoice, purchase agreement, or other written agreement.
14. European Union Business Orders
Our products and services are primarily intended for business customers.
Consumer cooling-off rights, including the EU 14-day right of withdrawal applicable to certain consumer transactions, generally do not apply to purchases made in the course of business.
Nothing in this policy is intended to exclude or limit any rights or obligations that cannot lawfully be excluded under applicable mandatory law.
15. Contact Us
If you have any questions regarding returns, quality claims, warranty issues, or refunds, please contact us at:
Nexoluxe Lighting
Email: charlie@nexoluxelighting.com
We aim to handle legitimate quality and order-related issues fairly and efficiently and to work with our business partners toward a practical and commercially reasonable solution.