Returns and Warranty

1. Request and Authorization for Return

All returns must be requested in advance from Alpinaluz by writing to info@alpinaluz.com. Once the request is accepted, we will provide instructions and, when applicable, the current return address. An old address obtained from previous orders or communications should not be used, as the return warehouse may change.

2. Legal Right of Withdrawal: First 14 Days

When the buyer is a consumer and the purchase is subject to the right of withdrawal applicable to distance contracts, they may communicate their decision to withdraw within 14 calendar days from the receipt of the product, without the need to justify the reason, except in legally excluded cases, such as clearly personalized or custom-made products.

During this period, the customer will bear the direct cost of return when previously informed. Alpinaluz will refund the amounts that legally correspond, including the costs of the standard delivery method when required by regulations, excluding supplements derived from more expensive delivery methods chosen by the customer. The refund may be withheld until the goods are received or sufficient proof of their return is provided, when permitted by regulations.

3. Alpinaluz Commercial Extension: Days 15 to 30

In addition to the previous legal right, Alpinaluz offers a commercial extension to request a return up to 30 calendar days from receipt. During this additional period, the product must be returned complete, without permanent installation, without modifications, and in a condition that allows for its review and eventual resale. Return costs are borne by the customer and initial shipping costs are not refunded, except when the return is due to an error, defect, or incident attributable to Alpinaluz or when a mandatory rule provides otherwise.

4. Condition of the Product and Packaging

We recommend keeping and using the original packaging and all protections, accessories, and components to avoid damage during transport. The absence or deterioration of the original packaging does not automatically imply the rejection of a return within the applicable legal rights. However, if the condition of the product, the lack of accessories, packaging or protections, use beyond what is necessary to verify its characteristics, or inadequate packaging causes a loss of value, damage, or the need for reconditioning, the amount to be refunded may be proportionally reduced when permitted by regulations.

5. Return Methods

The customer may return the product by their own means to the current address indicated by Alpinaluz, or request, when available, a label or pickup organized by Alpinaluz. The cost of this service will be communicated before confirming the return and may be deducted from the refund. The cost depends on the country, number of packages, weight, volume, and type of service.

6. Damaged, Incomplete, or Incorrect Product

If the order arrives damaged during transport, incomplete, or does not match what was purchased, we recommend reporting it as soon as possible and, when possible, within the first 48 hours, attaching photographs of the packaging, transport label, product, and damage. This period facilitates the claim to the carrier and does not limit the legal rights that correspond to the consumer.

Once the incident is verified, Alpinaluz will manage the appropriate solution at no cost to the customer, such as replacement, repair, pickup, substitution, price reduction, or refund, according to the nature of the case and applicable regulations.

7. Warranty

New Alpinaluz products come with a 3-year warranty against manufacturing defects and non-conformities, without prejudice to other mandatory rights applicable in the consumer's country or a superior commercial coverage expressly indicated in the product sheet.

To process a warranty claim, we may request the order or invoice number, photographs, video, description of the problem, and basic proof of operation. When necessary, the return of the product for review may be requested.

The warranty does not cover damage resulting from incorrect installation or contrary to instructions; improper voltage, power supply, or connection; use of incompatible drivers, regulators, transformers, bulbs, or accessories; impacts or breakages after delivery; moisture or outdoor use when the product does not have the appropriate IP rating; normal wear and tear; use contrary to specifications; unauthorized handling, modification, or repair; misuse or negligence.

When a covered non-conformity is confirmed, Alpinaluz will apply the appropriate solution according to regulations: repair, replacement, price reduction, or refund. The necessary costs to bring the product into conformity will be borne by Alpinaluz when legally applicable.

8. Refunds

Refunds will be made using the same payment method used in the purchase, unless a valid agreement states otherwise. Operationally, once the product is received and reviewed, Alpinaluz aims to process refunds within 3 to 7 business days, without prejudice to the maximum mandatory periods established by applicable regulations.