Returns and Replacements





The seller guarantees quality goods and therefore performs a quantitative and qualitative exit control of the shipment before shipment. The buyer has the right to complain about the goods if he discovers damage, incomplete delivery or non-functioning.

The buyer is obliged to inspect the delivered goods immediately upon receipt and to notify the seller if he finds out during the inspection:

  • deviation of the delivered quantity of products from the quantity indicated on the delivery note;
  • the existence of damage to the product packaging;
  • occurrence of physical damage to an individual product;
  • that individual parts of the product or documentation are missing from the product packaging.

The buyer can subsequently complain about the product in the event that he discovers that the product does not work when the product is connected to the electrical network.

The buyer complains about the goods by filling out the complaint form available on LUMAX.SI at the link, taking a photo of the product and sending both to the email address: and waiting for instructions the seller.

The seller undertakes to respond to the buyer's complete complaint request as soon as possible and to give him instructions for returning/repairing the product. The seller will repair the product as soon as possible within the statutory repair deadline.

A complaint is not justified if it is established that:

  • the physical damage occurred while the goods/product were in the customer's possession;
  • the product does not work due to unauthorized and unprofessional handling of it - assembly, connection to the network, ...;
  • it is wear and tear of consumables such as light bulbs, ...


Warranty period and material defect

The seller guarantees flawless operation and appearance of the products, within the warranty period, if the buyer assembles, installs and uses it in accordance with the attached instructions. For this purpose, each product is accompanied by a warranty card with all the necessary product identification information, instructions for assembly/installation and use, and information about the authorized service technician. In the event of malfunctions or damages that are not the fault of the buyer, the buyer is granted a warranty and guarantees free repair of the product within the statutory period. If repair is not possible within this period, the seller provides the buyer with a new product (or refunds the purchase price).

The warranty period for lamps from the seller's sales range is 24 months. The warranty period starts from the day of acceptance of the goods by the buyer.

An extended warranty period of 5 years applies to some products that are specifically marked in the offer. The warranty period for used products is 6 months.

The buyer can claim the warranty by presenting the product purchase invoice and/or a completed warranty form. The buyer obtains a form for returning the product under warranty at LUMAX.SI.

The buyer loses the right to warranty in the following cases, if:

  • instructions for assembly, installation and use were not followed;
  • unauthorized tampering with the product was carried out;
  • the product is not used for its intended purposes and is not maintained in accordance with the rules of use;
  • the product is damaged due to the buyer's fault;
  • the product is damaged by force majeure.

Consumables and fast-wearing parts are not covered by the warranty.

The seller must hand over the goods to the buyer in accordance with the contract/order and the provisions of the general terms and conditions in force at the time, and is responsible for material defects in accordance with the provisions of consumer protection law.

A defect is material if:

  • the goods do not have the properties necessary for normal use or for circulation;
  • the goods do not have properties that are necessary for the specific use for which the buyer is buying them, but which were known to the seller or should have been known to him;
  • the goods do not have properties and features that have been explicitly or tacitly agreed or signed;
  • the seller has delivered goods that do not match the sample or model, unless the sample or model was shown only for notification.

The buyer can exercise his rights from a material defect if he informs the seller about the defect within two months from the day the defect was discovered. The buyer must describe the error in more detail in the error notification and allow the seller to inspect the goods.

The buyer can notify the seller of the defect in person, by returning the product to the seller's warehouse at Senovo, Partizanska cesta 13, for which the seller will issue a receipt, or send the notification to the email address:

The buyer, who has correctly informed the seller about a material defect in the goods, has the right to demand from the seller that:

  • correct a defect in the goods or
  • returns part of the amount paid in proportion to the error or
  • exchange defective goods with new, faultless goods or
  • returns the amount paid.

The seller is not responsible for material defects in the goods that become apparent after two years have passed since the goods were delivered. A defect in the goods is considered to have already existed at the time of delivery if it appears within six months of delivery.

The buyer cannot claim an actual defect for goods sold at a lower price due to a defect for which the lower price was agreed, for wear and tear of the goods due to its normal use in the case of second-hand goods for a defect corresponding to the degree of use or wear and tear the goods have had upon acceptance or if it arises from the nature of the goods.

If the seller destroys or loses a product that was given to him for repair, maintenance or finishing, he is obliged to hand over to the buyer, at his choice, a new identical product within eight days or immediately pay him compensation in the amount of the retail price of the new product.

If the company damages or damages a product that was given to it for repair, maintenance or finishing, it is obliged to eliminate the defect or damage at its own expense within three days, provided that this does not reduce the value and usability of the product. In the event that this cannot be guaranteed, the right from the previous paragraph belongs to the buyer.

The seller provides repair of products and replacement parts, against payment, even outside the statutory period in accordance with the requirements of the Consumer Protection Act.



The right to withdraw from the contract:

1. The buyer has the right to withdraw from the contract if, no later than 14 days after taking over the goods, he notifies the seller in writing that he is withdrawing from the contract, without having to give him a reason for his decision. The fourteen-day period begins the next day from the date of receipt of the goods.

2. The request for withdrawal from the sales contract/order must be submitted by the buyer in writing, by completing and signing the online form on LUMAX.SI, before the end of the 14-day period. Submit the request to the seller's entry point - email address: or by post to the address Office 42 d.o.o., Cesta 4.julija 42, 8270 Krško.

3. The buyer must return the received item in person, to the seller's warehouse, at Senova, Partizanska cesta 13, or inform the seller, who undertakes to collect the goods from the buyer no later than 14 days from the day the buyer notified the seller of the withdrawal from the purchase agreement contracts/orders. The buyer reimburses the seller for the return costs that he would have incurred when sending the goods to the seller's warehouse address according to the valid price list of Pošta Slovenije.

4. The returned goods must be delivered under the following conditions:

• packed in the original packaging, which may be opened but must not be damaged;

• the goods must not be damaged;

• returned products must not have been previously assembled or installed.

5. The buyer must return the goods/product to the seller undamaged and in the same quantity, unless the goods/product is destroyed, damaged, lost or its quantity has decreased through no fault of the buyer. The buyer may not use the goods/product unhindered until withdrawal from the contract. The buyer may carry out an inspection and test of the goods/product to the extent necessary to determine the actual condition. The buyer is responsible for the reduction in the value of the goods/product, if the reduction in value is the result of conduct that is not absolutely necessary to determine the nature, properties and functioning of the goods.


Effects of withdrawal from the contract

If the buyer withdraws from the contract, the seller will refund the received payments, including delivery costs, to the extent that the buyer paid them at the time of the order, no later than 14 days from the date of receipt of the notice of withdrawal from the contract. The seller returns the payments received to the buyer with the same means of payment, unless the buyer has explicitly requested the use of another means of payment and if he does not bear any costs as a result.

The seller can withhold payment until he receives the returned goods or until the buyer sends proof that he sent the goods back.

In the event that the buyer returns goods that are damaged, already used or otherwise do not meet the conditions for the condition of the returned goods, the buyer is responsible for the reduction of its value.

The buyer has no right to withdraw from the contract for goods that have been manufactured according to his exact instructions and adapted to his personal needs. Goods manufactured according to the buyer's instructions are goods that are not manufactured in advance, but on the basis of the buyer's request. The buyer will be aware of this before placing the order and will confirm in writing that he agrees to waive any right to withdraw from the contract.