Shipping, Returns & Refunds
On this page you will find the main information on shipping, international deliveries, right of withdrawal, returns and refunds for orders placed on Demax LED.
Shipping
Orders placed on Demax LED are prepared and processed on working days, from Monday to Friday, excluding Saturdays, Sundays and public holidays.
Preparation and delivery times may vary based on product availability, order destination, the courier used, and any circumstances beyond Demax LED's control.
For shipments within Italy, delivery generally takes place within a few working days from the order shipment date.
For shipments to other countries, delivery times may be longer and vary based on the destination, logistical procedures, the courier used, any customs checks, and local procedures in the destination country.
Shipping costs are calculated and displayed during checkout, before order confirmation.
When available, the customer will receive the shipping tracking code via email.
International Shipping
Demax LED ships to Italy and other countries, according to the destinations available at checkout.
Delivery times for international orders may vary based on the destination country, the courier used, customs procedures, any local controls, and other factors not directly dependent on Demax LED.
Any customs duties, import taxes, local taxes, or additional costs applied by the destination country are the responsibility of the customer, unless otherwise indicated during checkout.
The customer is responsible for verifying that purchased products can be imported, installed, and used in their country, in compliance with applicable local regulations.
Demax LED is not responsible for any delays, customs blocks, additional costs, or import limitations resulting from regulations, controls, or procedures in the destination country, except as provided by applicable law.
Delivery Address
The customer is responsible for providing a correct and complete delivery address.
Demax LED is not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete data provided by the customer.
If the order is returned to the sender due to an incorrect address, absent recipient, failure to collect, or inability to deliver, the customer may be contacted to arrange a new shipment. Any additional costs may be charged to the customer, unless otherwise indicated or required by law.
Package Damaged Upon Delivery
Upon delivery, the customer is invited to check the integrity of the package.
In case of a visibly damaged, tampered with, wet package or one with obvious signs of impact, we recommend accepting the delivery with reservations, if possible, or refusing the package.
In case of delivery anomalies, the customer must contact us promptly at info@demaxled.it, attaching photos of the package, packaging, and the product received.
Right of Withdrawal
If you are a consumer, you have the right to withdraw from an online purchase within 14 days of receiving the product, without having to provide any reason, except in cases of exclusion provided by law.
To exercise the right of withdrawal, you can use the Withdrawal Form available in the website footer.
After submitting the request, you will receive an automatic confirmation at the email address provided in the form.
You can also contact us at:
How to Initiate a Return
To initiate a return:
- retrieve your order number, available in the purchase confirmation email;
- use the Withdrawal Form available in the website footer or write to info@demaxled.it;
- indicate the order number and the return request;
- await instructions for returning the product.
After communicating the withdrawal, the product must be returned without undue delay and in any case within 14 days from the date on which you communicated your decision to withdraw.
We recommend not returning the product before receiving instructions from our team.
Condition of Returned Product
The product must be returned intact, undamaged, complete with accessories, manuals, components, and original packaging, where possible.
The customer is responsible for any diminished value of the product caused by handling other than what is necessary to establish its nature, characteristics, and functioning.
Return shipping costs in case of withdrawal are borne by the customer, unless otherwise indicated by Demax LED or required by law.
Products Excluded from the Right of Withdrawal
The right of withdrawal may be excluded or limited in cases provided by law.
For example, custom-made products or products made to the customer's specific request, sealed products that are not suitable for return for health protection or hygiene reasons if unsealed after delivery, or other products for which applicable regulations provide for exclusions, may be excluded.
Refunds
Once the returned product has been received and verified, we will inform you of the outcome of your request.
In case of a valid withdrawal, the refund will be processed using the same payment method used for the purchase, unless otherwise agreed.
The refund may be suspended until the returned product is received or until the customer has demonstrated that they have shipped it, whichever is earlier.
After approval, the amount will be credited back according to the timelines of the payment method used. Processing times by the bank, card, or payment provider may vary.
Damaged, Defective, or Incorrect Products
If the product received is damaged, defective, or different from the one ordered, the customer must contact Demax LED as soon as possible at info@demaxled.it.
To enable us to verify the request, please send:
- order number;
- description of the problem encountered;
- photos or videos of the product;
- photos of the external and internal packaging, if the package is damaged;
- any photos of the shipping label.
Our team will review the request and provide instructions on how to proceed.
Based on the specific case and applicable regulations, the solution may involve repair, replacement, return, or refund.
In case of a defective, damaged, or non-conforming product, return procedures and any costs will be managed according to applicable law and the instructions provided by Demax LED.
We recommend not returning the product before receiving instructions from our team.
Legal Warranty and Consumer Rights
This information does not limit the rights granted to consumers by applicable law, including rights related to the legal warranty of conformity, where provided.
For customers residing in countries other than Italy or the European Union, any rights, warranties, or remedies may vary based on applicable local law.
Questions or Concerns?
For more information on shipping, returns, refunds, or the right of withdrawal, you can contact us via the support icon at the bottom right or write to:
Sincerely,
The Demax LED Team
