Frequently Asked Questions (FAQ) and Support
Discover our customers' most frequently asked questions (FAQ) ! Still have doubts? Do not hesitate to contact our customer service for assistance.
Orders
How can I place an order?
- 1. Choose your products: Find the products you want to buy and click "Add to Cart". You can change the quantity, add more products or remove them at any time.
- 2. Go to Cart: Click on the cart in the top right corner of the page. If you have a discount code, enter it at this stage. You can log in to your account, create a new one, or purchase without an account.
- 3. Complete the order: Review the information, shipping address and accept the terms and conditions. Click "Confirm order" to complete the purchase.
How can I check if my order was successful?
If your order has been successfully completed, you will receive a confirmation and summary email from Demax LED to the email address you provided during purchase. If you have not received the confirmation email, we recommend that you also check your spam folder. In addition, you can find all the information related to your order in your Demax LED account.
How can I cancel or change an order?
Once confirmed, you cannot change the products or quantities of the order. If you have made a mistake, you can cancel the order and create a new one, but only if the shipping label has not yet been issued. Once the label has been issued, you will not be able to proceed with cancellation. Also, please note that it is never possible to change the shipping address for orders paid for via PayPal.
To request cancellation or change of shipping address, you can contact us via the contact form on the site, selecting the option "Cancel or change an order", or write to info@demaxled.it , remembering to indicate the order number. In case of cancellation, the refund will be made with the same payment method used.
What can I do if I receive the wrong product?
If you have received incorrect products, please report it to us via our contact form or write us an email at info@demaxled.it with "Incorrect Product" in the subject line and attach a photo. Our Demax LED customer service will take care of the problem as soon as possible.
Shipping & Delivery
What are the shipping times?
Delivery times usually vary from 3 to 7 working days from the order confirmation, but may depend on the type of product ordered. When your order is shipped, you will receive a confirmation email confirming the shipment, complete with all the details.
Can I track my order?
Yes, you can track your order. You will receive the tracking code within 1/3 working days. To track your shipment with GLS, go to the site, enter the tracking received by selecting "International Reference" and enter the postal code to view the shipment status.
Where is my shipment currently located?
On the day of shipment you will receive a confirmation email. Within 1-3 business days , you will receive a second email with the tracking number, which will allow you to monitor the delivery of your order in real time.
Payments
What payment methods do you accept?
You can pay for your order using different payment methods:
- Credit cards : Visa, Mastercard, American Express
- PayPal
- Apple Pay
- Google Pay
- Klarna (for deferred or instalment payments, where available)
How can I get a copy of the invoice?
To request an invoice, please send an email to info@demaxled.it immediately after completing your order, providing the data necessary for issuing.
Returns and Refunds
How can I return an item?
To return an item, contact us by email at info@demaxled.it to obtain a return authorization. Then follow the instructions provided by our team. The product must be returned in the same condition in which it was received , with original packaging and accessories included .
Return shipping costs are the responsibility of the customer, except in the case of defective or incorrectly shipped products , for which the costs will be covered by us.
Please note :
- Some items, such as customized or misused products , may not be eligible for return.
- The customer is responsible for adequate packaging to avoid damage during transportation.
- Once we receive the return, we will verify that it complies with the conditions indicated. In case of non-compliance (e.g. damage, missing accessories) , the refund may be reduced or not approved.
The refund will be processed within 14 working days of verification of the return and will be made with the same payment method used for the purchase.
I received a damaged item, what can I do?
In rare cases, an item may be damaged during transportation. If you find any damage, please contact us by email at info@demaxled.it , attaching a clear photo of the damaged product .
Our team will promptly assist you in managing your return and work with you to find the best solution, which may include a replacement or refund , depending on the situation.
What are the refund times and methods for returns on demaxled.it?
Refunds for returned products are processed within 14 business days of receipt and verification of the return. Upon arrival at the warehouse, each item is carefully inspected to verify its condition and integrity.
Refund conditions:
- The right of withdrawal lapses if the essential condition of integrity of the product (original packaging and contents) is missing.
- Returns will not be accepted if the product is without the original packaging , missing accessories , or damaged for reasons not attributable to transport .
- In case the product does not meet the above requirements, the return may be rejected or the refund reduced.
The refund will be made using the same payment method chosen for the purchase.