Do you need to make a complaint?
Print and fill in a simple complaint form, attach a copy of the tax document (invoice) and bring it together with the goods to our brick-and-mortar shop or send the goods to the following address:

"COMPLAINTS"
ILUMIX light s.r.o.
Holečkova 368/4
Karlovy Vary, 36017
Please send us the complained goods properly packed against damage during transport. You send the complained product at your own expense and responsibility. Therefore, please choose a safe method of delivery, e.g. use a courier service or send a parcel with the option of confirmation of dispatch. Do not send the parcel on COD, such a parcel will not be accepted.

We will deal with the complaint within 30 days at the latest, but we will try to deal with it as quickly as possible. We will inform you of the outcome of the complaint procedure by email. The statutory warranty period is 24 months and the tax document (invoice) also serves as a warranty certificate for our goods. Complaints do not cover defects caused by improper use and inadequate wear and tear. The customer is obliged to file a claim immediately after the defect has occurred. We will consider the claim in accordance with the instructions set out by the manufacturer of the goods or its representative.

Please refer to the terms and conditions for more detailed information on the complaint.

How to proceed if the goods you have purchased do not suit you and you want to return them within the legal 14-day period?

If the purchased goods do not suit you, you can return them within the statutory period of 14 calendar days from receipt of the shipment without giving any reason and we will refund you for the returned goods. We will inform you of the return process by email. Returned goods must be clean and show no signs of wear and tear. Please refer to the terms and conditions for more detailed information. We will send the money for the goods to your bank account as soon as possible, at the latest within 14 days of withdrawal. We do not provide exchanges, you need to order a new product in a new order.

Return options:
Returns at the ILUMIX light shop, Holečkova 368/4, Karlovy Vary 36017
Bring the unsuitable goods together with the invoice to our shop and a return form will be drawn up with you on the spot. The return of goods is free of charge.

Return by mail:
If you are not comfortable with returning the goods for free in person at our shop, you can of course send them to us by post. In this case, however, the postage will not be refunded.

Send the goods back in their original packaging, with all the manufacturer's labels, and mark the goods you are returning on the invoice with the account number where we will send the money back. Alternatively, use our "Withdrawal Form" below. Pack the returned goods well to avoid damage during transit.

Send the goods by registered mail to:

"VRATKA"
ILUMIX light s.r.o.
Holečkova 368/4
Karlovy Vary, 36017
(Do not send COD, such a shipment will not be accepted)