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 are estimates and 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.
For destinations outside the European Union, any customs duties, import taxes, local taxes, customs clearance costs or other charges applied by the destination country are borne by the customer, unless otherwise indicated at 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 held for collection or returned to the sender due to an incorrect or incomplete address, an absent recipient or failure to collect, the customer will be contacted to arrange a new shipment or the applicable refund. Any actual storage, return and reshipping costs may be charged to the customer or deducted from the refund, unless otherwise required by law.
Package Damaged Upon Delivery
Upon delivery, the customer is invited to check the integrity of the package.
If the package is visibly damaged, tampered with, wet or shows clear signs of impact, we recommend accepting delivery with a specific reservation describing the visible damage, where 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 checked, we will inform the customer of the outcome of the inspection.
In the event of a valid withdrawal, the refund is made using the same payment method used for the purchase, unless otherwise agreed at no cost to the customer.
The refund includes any initial standard delivery charge. Additional costs for a more expensive delivery method chosen by the customer are excluded.
The refund is made without undue delay and in any event within 14 days of notification of withdrawal. DEMAX LED may withhold it until the returned product has been received or until the customer provides proof of having sent it back, whichever occurs first.
The subsequent time needed for the amount to be credited may vary depending on the bank, card issuer or payment provider used.
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
